The Lobster 24/7 Data Cloud Monitoring Response Premium service is an optional service that provides round-the-clock manual incident response with a dedicated on-call team and emergency hotline. This service is available exclusively for production systems.
Service overview
Your Lobster Cloud infrastructure and all software services are monitored automatically around the clock. If an incident occurs, the system first attempts an automatic resolution. Should the automatic recovery fail, a Cloud Operations Engineer from the on-call team is immediately notified via the monitoring system to resolve the issue manually. The response time is less than one hour from the time the incident is detected.
No action is required on your part. Lobster acts proactively: you will receive a notification for every alert, both when an incident is detected and when it has been resolved.
The Lobster 24/7 Data Cloud Monitoring Response Premium service extends the Lobster Cloud Monitoring Response Standard
Lobster Cloud Monitoring Response Standard vs. Lobster 24/7 Data Cloud Monitoring Response Premium comparison
Feature | Standard (included) | Premium (optional) |
|---|---|---|
24/7 automated monitoring | Yes | Yes |
Automatic fault detection (every 10 minutes) | Yes | Yes |
Automatic fault resolution | Yes | Yes |
Customer notification | Yes | Yes |
24/7 on-call service | No | Yes |
Emergency hotline | No | Yes |
Manual handling outside service hours | No (next service day) | Yes (24/7) |
Response time for manual intervention | Next service day | Less than 1 hour |
Important
This service covers the resolution of infrastructure and software service issues only. Incidents as well as problems relating to profiles or processes within the software are not within the scope of this service. See also What is covered
Emergency hotline
As part of the Lobster 24/7 Data Cloud Monitoring Response Premium service, you receive a dedicated emergency hotline number.
When to use the hotline
Use the emergency hotline exclusively in the following critical situations:
Use the Hotline | Do not use the hotline |
|---|---|
The Lobster service has failed, and your business processes are blocked in the production environment. | Configuration changes or profile adjustments. |
Complete system failure of the Lobster infrastructure. | Connection issues with your systems (SAP, email servers, etc.). |
The production database is unreachable, and critical processes cannot run. | Firewall adjustments or general operational questions. |
For all non-emergency requests, continue to use the standard ticket system at support@lobster.de.
What is covered
The Lobster 24/7 Data Cloud Monitoring Response Premium service exclusively handles infrastructure availability issues:
Covered |
|---|
Lobster software service is down or crashed in the production environment. |
The production database server downtime |
hard drive issues in the production environment |
The production database has storage problems |
What is not covered
The Lobster 24/7 Data Cloud Monitoring Response Premium service focuses on infrastructure availability, not software configuration or application-level issues:
Not Covered |
|---|
Resolution of profile errors |
Connection problems to customer-controlled systems (email servers, SAP, Salesforce, etc.) |
Configuration file adjustments |
Firewall adjustments |
Error analysis due to incorrect customer settings |
Server migrations or relocations |
Issues occurring during or after server migrations |
Server/service restarts due to customer software modifications |
Server/service restarts due to updates or patches |
For application-level issues, contact software support during business hours via support@lobster.de.
How it works
Step | Description |
|---|---|
1 | The monitoring system (New Relic) detects a service failure or infrastructure issue. |
2 | An automated recovery process is attempted (service restart, memory recovery). |
3 | If automated recovery fails, PagerDuty immediately alerts the on-call engineer. |
4 | The on-call engineer investigates and resolves the issue manually. Response time is less than 1 hour. |
5 | You receive a notification when the incident is detected and again when it has been resolved. |
Important notes
Note | Details |
|---|---|
Production systems only | The Lobster 24/7 Data Cloud Monitoring Response Premium service applies exclusively to production systems. Test and DEV systems are not eligible. |
Response time, not resolution time | The less than 1-hour commitment refers to the initial response. Due to the complexity of potential issues, specific resolution times cannot be guaranteed. Lobster is committed to resolving problems as quickly as possible. |
Detection delay | The monitoring system operates with a 5- to 10-minute delay to avoid false alarms. |
Proactive service | In most cases, Lobster detects and resolves the issue before you notice it. You do not need to call the hotline unless you are experiencing a critical situation that has not been automatically addressed. |
How to subscribe
To subscribe to the Lobster 24/7 Data Cloud Monitoring Response Premium service, contact your Lobster Sales representative or Account Manager. The service is available as an add-on to your existing Lobster Cloud subscription.
After subscribing, you will receive your personal emergency hotline number. Save this number in your important contacts and inform your relevant employees about its availability.