How does Mission Control pro-active support work?

This topic applies to Dynatrace Managed installations only.

Dynatrace Managed automatically solves many common maintenance and support challenges for you. With Dynatrace Mission Control, you get fully automated management capabilities in a pro-active way that keep Dynatrace Server secure, reliable, and up-to-date—all while saving you from the hassles of administrative tasks like upgrades and troubleshooting. Once you've granted the required permissions, our Mission Control team can remotely access your Dynatrace Server to assist with upgrades and troubleshooting when you run into problems.

How Mission Control works

To facilitate pro-active support, your Dynatrace Server transmits status information to and from Dynatrace Mission Control. The only data that our Mission Control team ever have access comes from the server component of your Dynatrace Managed installation. At no time can our Mission Control team access your operating system or file system.

Our goal is to provide the highest possible system uptime (> 98%) and processing rate (> 99.5%) for collected monitoring data.

What Mission Control does

Dynatrace Mission Control is responsible for sending

  • Usage and billing information.

  • Dynatrace Server health statistics
    Once permission is granted, our Mission Control team can remotely analyze the hardware utilization of your Dynatrace Managed installation and alert you if more resources are required.

  • Dynatrace Server event tracking Events like server starts/shutdowns, added/removed nodes, and Security Gateway registrations are tracked automatically. Our Mission Control team can remotely analyze and address problems or incompatibilities with your Dynatrace Server, so you don't need to track and react to system events. If you should ever need to contact Dynatrace Support, you won't need to collect the required log files for problem details—Mission Control gathers this data for your automatically. To see the list of Dynatrace Server system events that are automatically logged, click the Events tile on your Dynatrace Managed home page.

  • System settings Our Mission Control team can remotely optimize your Dynatrace Managed settings to ensure optimum performance and stability.

  • Software updates Dynatrace Managed software updates are mandatory and are typically published every four weeks. You can customize the timing of Dynatrace Managed updates (daily or weekly). Updates are automatically communicated to your users at least 24 hours in advance. Dynatrace Managed updates are fast and allow monitoring to continue seamlessly.

Mission Control security

All communication with Mission Control is secure and performed via HTTPS with browser-like certificate checks. All Dynatrace Managed configuration changes are fully audit-logged and each remote access is logged as a separate event (click the Events tile on your Dynatrace Managed home page to view the list of recorded events). The Mission Control team can't access certificates or user credentials. They also can't gain root access to any servers.