About Adobe Campaign Cloud Services

Adobe Campaign Cloud Services provides mission-critical support for the most demanding customer experience delivery needs. Adobe Campaign Cloud Services provide flexible cloud infrastructure that enables organizations to launch, monitor and optimize customer experiences without the need to manage and operate Adobe Campaign

Why We Monitor

Adobe monitors your Adobe Campaign Cloud Services environments to help manage various issues and minimize disruptions by detecting technical issues and providing continuous feedback about specific problems, ongoing performance and projects in development.

What We Monitor and How We Respond

Built on a multi-cloud strategy, Adobe Campaign Cloud Services’ enterprise-grade physical, network, and data security provides a, secure, high-performance environment for an enterprise IT infrastructure, helping organizations reduce overall operating costs and risk of downtime with our monitoring capabilities.

Adobe monitors all critical network equipment on the Adobe Campaign network 24/7 and receives notifications from various monitoring systems when there are necessary fixes or escalated issues to notify the appropriate Adobe personnel.

Note that some monitoring actions performed by Adobe will show up in Campaign logs under the "campaign-loginmonitor" user.

Adobe is committed in its efforts to ensure customers are successful. Upon detecting the issue, system uses auto-restart and auto launch mechanisms to attempt remediating such issues. In event the system does not self-remedy an issue, Adobe On-Call engineering intervenes to perform troubleshooting activities to restore service per pre-defined alert runbooks (a set of standardized technical instructions to restore service).

In addition to monitoring capabilities described below which are primarily used by Adobe On-Call engineering, there is a set of monitoring capabilities that are available to customers, and accessible via Campaign Classic, Campaign Standard or the Campaign Control Panel. With Control Panel, customers can subscribe to real-time alerts about their instances that will notify them about identified incidents that might be affecting Campaign performance and recommended remediation steps (e.g., SSL certificates nearing an expiry).

*Adobe Campaign does not currently expose all monitoring data used by On-Call engineering to customers.

Monitoring Taxonomy

  • Tier 1: Infrastructure
  • Tier 2: Platform and Web
  • Tier 3: Software and Software Processes

Description of Alerts and Monitoring Content:

Tier
Group Potential Business Impact
Tier 1: Infrastructure Database space exhaustion
Users and services may experience performance issues including inability to login, run batch deliveries, queries might be slow and other impacted services
Tier 1: Infrastructure
Database availability Users and services may not be able to use the system
Tier 1  Infrastructure Database overload (burst balance)
Users and services may experience performance issues including inability to login, run batch deliveries, queries might be slow and other impacted services
Tier 1: Infrastructure Database sequence & Transaction ID Exhaustion
User and services may not be able to create new workflows, deliveries, send batch emails, etc.
Tier 1: Infrastructure SFTP storage
Users and services may not be able to update data on SFTP servers, or may be using outdated data
Tier 2: Platform and Web Login
Users may not be able to successfully login. Scheduled activities and workflows may not be executing.
Tier 2: Platform and Web API lock
Users or services may not be able to authenticate, execute operations, or receive API requests
Tier 2: Platform and Web Web
Users or services may not be able to create new connections to Campaign
Tier 2: Platform and Web Datacenter’s Network
Users in datacenter may experience performance issues with the system and may not be able to use the system at all in some cases.

Tier 3: Software

Delivery tracking Processing of tracking logs is unavailable.
Tier 3: Software inMail
Users may not receive feedback about errors and bounces of email deliveries
Tier 3: Software Message Center status
Users may not be able to send any transactional deliveries
Tier 3: Software MTA
Users and services may not be able to send scheduled and ad-hoc email deliveries
Tier 3: Software Workflow server status
Users and services may not be able to execute workflows
Tier 3: Software Web API availability
System may not be able to process any HTTP requests and execute any API calls
Tier 3: Software Inbound Interactions
System may not be able to process inbound interactions

*Adobe Campaign Cloud Services is built on multi-cloud strategy and offers deployments on AWS and Azure.  Due to vendor differences, monitoring capabilities currently differ between AWS, Azure and other data center deployments.  Below table applies to Adobe Campaign Cloud Services customers hosted on AWS unless stated otherwise.