A Coralogix support engineer replies in 11 seconds

Observability is critical infrastructure. When a team needs help with the platform they rely on to run production, waiting half an hour for a reply slows everything down. Among the observability vendors we checked, 30 minutes on a paid support plan is the fastest published response target. We measured how quickly Coralogix customers reach a human support engineer, across every support conversation we handled over the past year.

In 37,947 conversations over the past 12 months, the median time from a customer’s first message to a reply from a human support engineer was 11 seconds. The median time to resolution was 1 hour 20 minutes, and 97.43% of ratings were positive.

We have published these figures on the live Customer Success Benchmark page, which refreshes on the first day of every month. The page also shows how our agentic first line changed resolution times, and the work our Technical Account Managers, trainers and onboarding team do with customers each quarter.

11 seconds against 30 minutes

On 6 November 2026 we checked the published support policies of five other observability vendors, and took the fastest standard first-response target each one offers for its highest-severity case.

All five targets come from paid support plans and apply only to the most severe cases. The fastest is 30 minutes.

Coralogix support is included for every user at no extra cost, and the 11 second median covers all severities, from an urgent platform issue to a question about query syntax.

Ours is a measured median. Theirs are the targets each vendor commits to in its published support policy, and they are the closest public figures to compare against.

An agent answers first, and a human is still only 11 seconds away

In April 2026 we tested an AI agent as the first line of our support process, and in May we put it into production. The agent answers questions directly where it can and passes the rest to a support engineer.

Before introducing it, we required resolution times to fall while human response times and customer satisfaction stayed level.

Median resolution time was 1 hour 39 minutes in November 2025 and 1 hour 40 minutes in April 2026. After the agent went live it fell every month through September, reaching 55 minutes 38 seconds, and was 58 minutes 48 seconds in October. Conversations the agent resolves directly are included in that median, which helps explain the drop.

For conversations that need a person, the median human response time has stayed between 10 and 13 seconds in every month of the past year. Positive CSAT has stayed between 96.5% and 98.0%, and October came in at 98.0%, level with November 2025.

Support that works on the product

Some requests cannot be closed from a chat window. A customer may need a new feature, or specialist help with an integration, and that work goes to R&D.

We track those requests on the benchmark page too. Over the past year we delivered between 75 and 192 feature and specialist support requests a month, with the peak of 192 in August 2026. Each one needs engineers from across Coralogix to work on the customer’s behalf.

Time with customers, beyond the ticket

The benchmark page also counts the time our teams spend with customers outside support conversations. In the third quarter of 2026:

• Technical Account Managers held 948 meetings with 249 customer accounts.
• We ran 110 custom training sessions for 75 customers.
• Our onboarding team ran 408 onboarding sessions, and 32 customers completed onboarding.
• Users completed 2,176 courses and certifications in the Coralogix Academy.

Our TAMs bring DevOps and SRE experience to each account. They assess where a team sits in the observability maturity model and build a roadmap with them. They use the Coralogix data lake to check platform adoption and telemetry health, and review logs, metrics and APM data for coverage and quality.

They also review the customer’s total cost of ownership, look for unnecessary spend, and watch for sudden data spikes, blocked ingestion and unexpected drops in volume. Training sessions are built around the features a team uses, and the gaps where training will help most.

Teams moving to Coralogix from another vendor get a dedicated onboarding TAM, who plans the migration with them and stays involved until the agreed onboarding success criteria are met. Our OpenTelemetry experts help connect systems to Coralogix, from initial setup to troubleshooting.

24/7, for every account

All of this is available to every customer, whatever their size or data volume. Support engineers are available at any hour, including nights, weekends and holidays, and that access is included in every account at no additional cost.

How we measured it

The conversation metrics cover the past 12 complete calendar months in UTC, taken from our support platform.

• First human reply is the time from the customer’s first message to the first reply from a support engineer. Automated and agent replies do not count.
• Resolution time is the time from the customer’s first message to the conversation closing.
• Positive CSAT is the share of submitted ratings that scored 4 or 5 out of 5.
• Conversations with no human reply, or with no rating, are excluded from the relevant figure. They are never counted as zero.

Competitor figures are the fastest standard published first-response targets for the highest-severity technical support cases. Custom contracts are excluded. They are targets, not measured response or resolution times, and are accurate to the best of our knowledge as of 6 November 2026.

See it for yourself

The Customer Success Benchmark updates every month, so the figures will move as new conversations close and new ratings arrive.

If you want to find out what 11 seconds feels like, start a free 14-day trial. It includes every feature, needs no credit card, and gives you the same 24/7 support as every other Coralogix customer.