Customer Success Benchmarks.
Coralogix is a full-stack observability platform. It processes telemetry as it streams in and keeps it, always queryable, in the customer's own cloud object storage. This benchmark tracks our customer success efforts, from in-chat support, to ongoing growth, innovation, partnership and training with our customers.
Customer support - past year
Conversation metrics cover the past 12 complete UTC calendar months. Refreshed monthly on the first day at 00:00 UTC.
Updated 9 Nov 00:50 UTC.
Our acknowledgement time. Their response targets.
Our live median time to the first human reply alongside competitors' fastest published first-response targets for their highest-severity cases.
- 11sCoralogixNo extra costAvailable to all usersMedian response. All users, all severities.
- < 30 minDatadogPremierPaid supportBusiness critical. First response target
- 30 minDynatraceEnterprise SupportPaid supportCritical. First response target
- 30 minSplunkPremiumPaid supportP1. First response target
- 30 minGrafana LabsPremiumPaid supportP1. First response target
- 60 minNew RelicEnterprisePaid supportP1. First response target
Published support policies checked 6 November 2026. Accurate to the best of our knowledge.
Engagement during Q3
- Academy completions
- 2,176 completions
Users who have completed our public course or become certified in one of our Coralogix Academy courses.
- TAM Meetings
- 948 meetings
Dedicated time spent between Technical Account Managers and their accounts, mapping problems, reviewing progress, and building tailored plans.
- Unique customers met by TAMs
- 249 accounts
Customer accounts who have had time with their TAM this quarter.
- Training sessions
- 110 sessions
Dedicated, custom training sessions for customers.
- Unique customers trained
- 75 accounts
Number of Coralogix customers that received training.
- Onboarding sessions
- 408 sessions
Kick-off sessions, building plans and driving progress for customers onboarding onto the Coralogix platform.
- Customers onboarded
- 32 customers
Unique customers who completed onboarding this quarter.
Agent powered. Human centered.
Median Resolution Time by month
In April 2026, we thoroughly tested an agent before introducing it as the first line of our support process in May. We held its effectiveness to a high standard: maintaining excellent CSAT scores and human response times while reducing global median resolution time (MTTR).
Median human response time by month
For those requests that could not be handled by an agent, we held ourselves to the same standards to ensure a blazing fast human response time.
Customer satisfaction by month
The gold standard of any customer support is a high CSAT score, and we saw no impact to our historically very high CSAT scores by introducing the agent.
Customer conversations by month
Features and specialist support delivered by month
Features, and specialist integration support requests delivered. Each one of these requires R&D attention and collaboration across Coralogix, on behalf of the customer
Always on. 24/7 support for everyone.
Reach a real support engineer at any hour, including nights, weekends and holidays. Every customer gets the same round-the-clock support, whatever their size or data volume.
Included at no extra cost.
Every Coralogix account includes 24/7 access to our support engineers.
- Human support engineers
- Every hour of every day
- Every customer included
From agreement to deployment to improvement.
Our partnership starts with what you need to achieve and continues after you go live. We work with you through rollout and day-to-day operations, adapting your setup as your needs change.
Agreement
Agree on your goals and plan the rollout with our team.
Deployment
Connect your data, validate your setup and get into production.
Improvement
Keep improving coverage and tuning your setup as your needs change.
Expert advice as your observability grows.
Our Technical Account Managers bring DevOps and SRE expertise to every customer. We assess where you are in the observability maturity model and help you plan the next steps.
Customer health, checked in our data lake.
We use the Coralogix data lake to check platform adoption and the health of your observability setup. We share the findings with your team and agree on what to address next.
Health checks for logs, metrics and APM.
We check your logs, metrics and APM data, identify problems and show your team how to fix them. You get clear steps to improve the coverage and quality of the data your observability stack relies on.
Training based on what your team uses.
We review which Coralogix features your team uses and identify where training will help. We focus sessions on the features your team needs.
Reduce unnecessary observability spend.
We proactively review your total cost of ownership and look for unnecessary spend. We recommend changes and help your team put them into practice.
Keep your data flowing.
We proactively check for sudden data spikes, blocked ingestion and unexpected drops in data volume. We flag risks and work with your team to keep the data you need flowing.
Integration help from OpenTelemetry experts.
Our OpenTelemetry experts help you connect your systems to Coralogix. We also help with other integrations, from initial setup to troubleshooting.
Custom solutions built with your team.
We work with you to define your requirements, design custom solutions and build them with your team.
A dedicated TAM for your move to Coralogix.
When you move from another vendor to Coralogix, you get a dedicated onboarding Technical Account Manager (TAM). Your TAM helps plan the migration and works with your team until you meet the agreed onboarding success criteria.