Monitoring fact sheet for Adobe Commerce on cloud pro infrastructure

Monitoring provides visibility into the overall health of Adobe Commerce and is instrumented with various monitoring tools to track the health of critical parts of our underlying systems to deliver optimized performance on cloud.

This document provides information about the systems and subsystems being monitored, thresholds set on mission-critical parameters, and notifications.

Monitoring enables merchants, system integrators, and Adobe’s internal teams to:

  • Measure performance metrics, the health of individual sub-components, and the cloud platform layer.
  • Analyze Adobe Commerce site performance.
  • Troubleshoot problems such as service availability, insufficient disk space, etc.

Problem troubleshooting and resolution

Adobe Commerce instances generally contain custom code and configurations. Adobe does not support or resolve issues with custom code and configurations. Adobe does help merchants troubleshoot and identify issues in our knowledge base and provide recommended solutions and best practices for prevention and resolution. We encourage merchants and partners to use the tables below to understand what is monitored and who is responsible for resolution.

When notifications are triggered, Adobe Commerce support team will triage the issue. As part of the triage, error logs, and other resources are analyzed. Based on the triage, additional Zendesk support tickets are created either to merchants or partner (in case of custom updates) or to Adobe’s internal teams to resolve the issue.

Our Managed Alerts can help you take action before you notice slow response times or an outage.

Adobe Commerce: default monitoring

The below events are monitored and the Adobe Commerce team (including non-Adobe Managed Services (AMS)/Premier support) take necessary steps to resolve and communicate issues identified.

Site availability monitoring

Site availability Description
Monitoring goal To track site availability.
Instrumented on Single URL selected for high SLA.
Description Site availability is determined based on the thresholds configured around the metric. Notification of site outage gets triggered if the check fails for 10 minutes and there is no active deployment in progress.
Notification recipient Merchant/Partner and Adobe.
Action by Adobe Responsible for triaging and fixing if the issue is on Adobe commerce infrastructure.
Action by merchant Responsible for fixing the issue if caused by changes or custom code introduced by merchant/partner. For troubleshooting, please refer to: Site Down Troubleshooter.

Diskspace monitoring

Diskspace monitoring Description
Monitoring goal To track diskspace usage.
Instrumented on MySQL disk and Media disk partitions.
Metric Free diskspace is monitored every minute on the host. Warning is raised if just 5% or 2GB free space is left. Critical threshold set at the remaining free space is 2% or 1GB.
Description Notification is sent based on the thresholds configured around free diskspace for the host. Additional disk space is automatically added one time to the relevant mount (MySQL or media) to prevent a site outage and to give the merchant time to clear disk space and/or to identify and resolve any code or logs causing rapid disk usage increase.
Notification recipient Merchant/Partner and Adobe.
Action by Adobe Automatically raise support ticket and additional disk space is automatically added to the relevant mount (MySQL or media) to prevent a site outage.
Action by merchant To receive ongoing warning level disk space alerts, please refer to:

CPU monitoring

CPU monitoring Description
Monitoring goal To track CPU availability.
Instrumented on CPU
Metric CPU storage is monitored.
Description Notification is sent based on the thresholds configured around free CPU.
Notification recipient Internal and Managed alerts are created within Adobe and for the merchant.
Action by merchant Responsible for fixing the issue if caused by changes introduced by merchant or partner. For troubleshooting, please refer to:

Memory monitoring

Memory monitoring Description
Monitoring goal To track memory availability.
Instrumented on Memory
Metric Memory is monitored.
Description Notification is sent based on the thresholds configured around memory usage.
Notification recipient Internal and Managed alerts are created within Adobe and for the merchant.
Action by merchant Responsible for fixing the issue if caused by changes introduced by merchant or partner. For troubleshooting, please refer to:

Apdex monitoring

Apdex monitoring Description
Monitoring goal To track Apdex availability.
Instrumented on Apdex
Metric Apdex is monitored.
Description Notification is sent based on the thresholds configured around Apdex usage.
Notification recipient Internal and Managed alerts are created within Adobe and for the merchant.
Action by merchant Responsible for fixing the issue if caused by changes introduced by merchant or partner. For troubleshooting, please refer to:

Redis memory monitoring

Redis memory monitoring Description
Monitoring goal To track Redis memory availability.
Instrumented on Redis memory
Metric Redis memory is monitored.
Description Notification is sent based on the thresholds configured around Redis memory availability.
Notification recipient Internal and Managed alerts are created within Adobe and for the merchant.
Action by merchant Responsible for fixing the issue if caused by changes introduced by merchant or partner. For troubleshooting, please refer to:

MariaDB monitoring

MariaDB memory monitoring Description
Monitoring goal To track MariaDB availability.
Instrumented on MariaDB
Metric MariaDB is monitored.
Description Notification is sent based on the thresholds configured around MariaDB availability.
Notification recipient Internal and Managed alerts are created within Adobe and for the merchant.
Action by merchant Responsible for fixing the issue if caused by changes introduced by merchant or partner. For troubleshooting, please refer to:

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