Observe
Essentials
A clear, consistent view of service health.
Observe Essentials is service assurance for eligible Cloud Gateway-managed connectivity and security services. It combines approved service-health telemetry with the incidents and changes that matter, giving your service and operations teams a standard operational view and a repeatable monthly assurance summary.
Understand the service
without assembling the story by hand.
Observe Essentials is designed for customers who need better visibility of agreed service health and operational activity but do not need a general-purpose observability platform. The service maps available signals to the contracted service scope.
What is included
Service Scope and Eligibility
We confirm the managed service, the supported telemetry, the intended users, the access method and the reporting cadence before anything is switched on. That confirmation becomes the documented responsibility boundary for the service, so there is no ambiguity later about what is covered.
Telemetry Source Inventory
Every approved source is recorded with its purpose, owner, expected freshness and known limitations, whether it is a Cloud Gateway source or a supplier-provided one. We maintain that inventory as the service changes, and we record limitations that would materially affect how the view should be read.
Standard Service-Health View
A standard view of the health and operational indicators available from the in-scope sources, presented against your service context rather than as raw output. The measures available vary by service and source, and they are operational indicators: they do not create or amend a service level for the underlying service.
Read Only Access for Named Users
Named users get tenant-scoped, read-only access through the method agreed for the service, with cross-customer visibility never permitted. Administrative and co-managed configuration access stay with Cloud Gateway, which keeps the service definitions and source configuration stable.
Incident and Change Summary
The incidents, service requests and changes we hold for your in-scope services, summarised for the reporting period rather than exported as a ticket list. It draws on Cloud Gateway’s own operational records, so the service context and the service health sit in the same place.
Monthly Assurance Summary
A standard monthly report covering scope, available service-health evidence, material incidents, completed changes, open issues, data coverage, known limitations and agreed actions. It is an operational service report, so it is built to support a service review rather than to serve as an audit opinion or compliance attestation.
Freshness and Data-Quality Handling
We monitor the availability and freshness of the supported sources to the extent each one technically allows, and we identify material gaps that would change how the view should be interpreted. A stale or missing source is surfaced as a gap rather than quietly averaged away.
Standard Retention
Data is retained for the standard period set out in your agreement and recorded in the Operational Handbook. Retention can differ by source, because some supplier platforms hold data for a shorter period than others.
Typical signal domains
Circuit, tunnel, route or path state; latency, packet loss, capacity or supplier status where available.
Service or connector status, application reachability and selected access-service indicators where
available and contracted.
Device or service health, high-availability state, selected change events and operational indicators
where supported.
Incidents, service requests, changes, known issues and relevant service communications recorded by
Cloud Gateway.
Relevant advisories or status information that Cloud Gateway can access and map to the managed
service.
What the monthly summary answers
Scope
Which services, sites, users, applications or service groupings were included in the period?
Condition
What does the available service-health evidence show, and what data limitations affect that view?
Activity
Which material incidents and completed or outstanding changes shaped the period?
Action
Which open issues and agreed customer or Cloud Gateway actions need to carry forward?
Where Essentials stops
Essentials is deliberately narrow, because a narrow service is one we can support consistently. Three boundaries are worth knowing:
Your Cloud Gateway services, not your whole estate. Essentials covers the managed services and approved sources named in your agreement. It does not extend to your wider technology estate, your own application instrumentation, traces or code-level diagnostics, or synthetic, real-user and device-experience monitoring.
A standard view, not a data platform. You get the agreed standard view and the monthly summary. Unrestricted log search, raw data-lake access, bulk export, API access, custom dashboards and bespoke KPIs are not part of the Essentials access model.
Assurance, not security operations. Essentials supports diagnosis and gives you repeatable evidence. It is not a SIEM, SOC or managed detection and response service, it does not perform anomaly, probable-cause or AI-assisted analysis, it takes no automated corrective action, and it cannot guarantee root cause or the prevention of incidents.
The full exclusions list, the shared responsibility model and the service dependencies are set out in the Service Definition.
A normal indicator does not prove every component or user experience is healthy. Missing data may indicate a source problem rather than the condition of the underlying service.
The view depends on source availability, accuracy, timing, permissions, supplier behaviour, network reachability and the customer information supplied during activation.
Activation
Activation follows the same five stages whichever services are in scope, and each stage has a defined output and a named owner. The service goes live when the agreed sources are available, or when their limitations are documented and accepted, and not before.
Scope
We agree the eligible managed services, the intended users, what you need to report on and who your named contacts are.
Sources
We identify the available telemetry, who owns each source, the access permissions needed, retention and any known constraints.
Configure
We map the sources to your service context, configure the standard view and set up named-user access.
Validate
We test data freshness, tenant restriction, metric interpretation, report generation and the support routes.
Handover
We confirm support channels, escalation paths, the reporting schedule and your first service-review date, and record the operating detail and accepted limitations.