Separate shared vs tenant specific
Monitor shared services like auth, billing, and messaging separately from tenant-isolated resources such as dedicated DBs or caches. The alert should tell you whether many tenants or just one region is burning budget.
Tag each monitor with tenant tier to route alerts correctly. Premium customers might page a different rota or trigger faster incident comms than free tiers.
Track blast radius by component so you know when to fail over shared planes versus when to quarantine a single noisy tenant.
Plan maintenance messaging
Announce maintenance windows per region and tenant tier. Give realistic recovery windows and link to rollback plans if things go long.
Automate status page components for premium customers so they only see posts relevant to their footprint. Use Watch.Dog templates to keep language consistent and fast to publish.
Collect feedback loops: support macros, in-app banners, and email cadences for each segment so messages stay crisp even under stress.
SaaS must haves
- Tenant-aware alert routing with clear blast radius
- Per-tenant and shared-plane error budgets
- Automated incident and maintenance templates
Keep deploys safe
Gate releases with synthetic checks that run against both shared endpoints and a sample of high-risk tenants. Fail canaries if noisy-neighbor protections or quotas regress.
Share release notes on the status page when impacting customers, and confirm after deployment that tenant-level monitors stayed green before you widen rollout.
Regularly run game days that simulate one tenant going rogue or a shared service degrading, so you know your detection and comms scale.
Measure tenant experience
Collect per-tenant SLIs for login, CRUD, reporting, and notifications. Aggregate them by tier and geography to see who feels pain first.
Use Watch.Dog webhooks to open targeted incidents that only include affected tenants and the support teams that cover them.