# Customer Success Benchmarks Source: https://benchmarks.coralogix.com/customer-success-benchmark 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. Refreshed monthly on the first day at 00:00 UTC. Window: 2025-11-01T00:00:00Z to 2026-11-01T00:00:00Z (exclusive). - **Conversations**: 37947 - **Customer-initiated conversations**: 37940 - **Median first human reply, seconds**: 11.0 - **Reply sample**: 31396 - **Median Resolution Time, seconds**: 4831.0 - **Resolution sample**: 34041 - **Positive CSAT, percent**: 97.42641831366416 - **Ratings**: 14066 - **Median rating out of five**: 5.0 Intercom last successful refresh: 2026-11-09T00:50:05Z. Stale: false. ## 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. Coralogix support is included at no extra cost for all users, across all severities. | Support tier | Severity | Access | Initial-response target | Fix/workaround target | |---|---|---|---|---| | Datadog Premier | Business critical | Paid support | < 30 min | No published targets | | Dynatrace Enterprise Support | Critical | Paid support | 30 min | No published targets | | Splunk Premium | P1 | Paid support | 30 min | 24h (P1, on-premises fix/workaround target) | | Grafana Labs Premium | P1 | Paid support | 30 min | No published targets | | New Relic Enterprise | P1 | Paid support | 60 min | No published targets | Published support policies checked 6 November 2026. Accurate to the best of our knowledge. ## Engagement during Q3 Academy completions: **2,176** completions Q3 2026 Users who have completed our public course or become certified in one of our [Coralogix Academy](https://academy.coralogix.com/) courses. TAM Meetings: **948** meetings Q3 2026 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 Q3 2026 Customer accounts who have had time with their TAM this quarter. Training sessions: **110** sessions Q3 2026 Dedicated, custom training sessions for customers. Unique customers trained: **75** accounts Q3 2026 Number of Coralogix customers that received training. Onboarding sessions: **408** sessions Q3 2026 Kick-off sessions, building plans and driving progress for customers onboarding onto the Coralogix platform. Customers onboarded: **32** customers Q3 2026 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. ## 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 | Month | Requests delivered | |---|---:| | 2025-11 | 106 | | 2025-12 | 132 | | 2026-01 | 106 | | 2026-02 | 94 | | 2026-03 | 137 | | 2026-04 | 85 | | 2026-05 | 89 | | 2026-06 | 106 | | 2026-07 | 75 | | 2026-08 | 192 | | 2026-09 | 110 | | 2026-10 | 109 | ## 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. ## 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. First response runs from entry into a human inbox to the first visible human reply. Fin and workflow routing before handoff are excluded; later handovers between human teams are included. Bot-only conversations have no human FRT and are excluded from that median. Resolution measures the latest closure of currently closed conversations. Verified training and automatic email replies without human or Fin involvement or a later customer message are excluded. Missing timings and ratings are excluded. CSAT is ratings of four or five divided by all ratings, attributed to the conversation creation cohort. Failed refreshes retain each source's last successful figures and original measurement time.