Reference Architecture Diagram + Narrative (OTel-first: metrics/logs/traces + synthetics + RUM + NPM/APM)
┌──────────────────────────────────────────────┐
│ TELEMETRY SOURCES │
Apps/APIs │ Browsers/Mobile (RUM) │ Networks (NPM) │ Infra/K8s │ OT/IoT │ Voice/CC
└───────────────┬───────────────┬─────────┬────────┘
│ │ │
▼ ▼ ▼
┌────────────────────────────────────────────────────────────────────┐
│ COLLECTION & EDGE INSTRUMENTATION (OTel-native) │
│ • OTel SDKs/agents • OTel Collectors (daemonset/gateway) │
│ • SNMP/Flow/IPFIX taps • SIP/MOS probes • IoT/SCADA counters │
│ • Synthetics: API/web/voice • Real User Monitoring (Web/Mobile) │
└───────────────┬───────────────────────────┬───────────────────────┘
│ │
▼ ▼
┌───────────────────────────────┐ ┌───────────────────────────────┐
│ ENRICH & NORMALIZE │ │ CORRELATION & TOPOLOGY │
│ • Resource attrs (region, │ │ • Service maps (east/west) │
│ service, owner, env) │ │ • Dependency graphs │
│ • PII scrubbing/tokenize │ │ • SLO/Error Budget linkage │
└───────────────┬───────────────┘ └──────────────┬───────────────┘
│ │
▼ ▼
┌────────────────────────────────┐ ┌────────────────────────────────┐
│ DATA PLANES (HOT/WARM/COLD) │ │ ANALYTICS & INSIGHT LAYER │
│ • Metrics TSDB (hot) │ │ • AIOps (anomaly/forecast) │
│ • Logs lake (warm) │ │ • Root-cause analysis (RCA) │
│ • Traces store (hot→warm) │ │ • QoE dashboards (MOS/RUM) │
│ • Long-term WORM (cold) │ │ • Cost/Carbon overlays │
└───────────────┬────────────────┘ └────────────────┬───────────────┘
│ │
▼ ▼
┌────────────────────────────────┐ ┌────────────────────────────────┐
│ ACTION & AUTOMATION │ │ GOVERNANCE & EVIDENCE │
│ • ITSM/CMDB auto-tickets │ │ • Retention policies │
│ • SOAR playbooks (rate-limit, │ │ • Audit packs (WORM) │
│ reroute, scale, rollback) │ │ • SLO/SLA attestations │
└────────────────────────────────┘ └────────────────────────────────┘
Narrative (how we see, decide, and act—without ambiguity)
1) Purpose & posture
Deliver a single, OTel-first observability fabric that makes every domain (#1–26) measurable, comparable, and actionable: from browser taps and SIP MOS to OT counters and Kubernetes traces—without PII leakage and with auditable SLOs.
2) Collection (syntax of signals)
- OpenTelemetry everywhere: SDKs/agents for apps and jobs; OTel Collectors at node/cluster edges; NPM taps (Flow/IPFIX, SNMP), SIP/MOS probes for voice; synthetics (API/web/voice/Journey) and RUM (web/mobile) for real user truth.
- Device/OT: gateways export normalized counters (rate-limited, signed).
3) Enrich & correlate (semantics)
- Add resource attributes (service, owner, BU, env, region). Scrub/tokenize PII.
- Build service maps and dependency graphs linking metrics/logs/traces so incidents tie to one blast radius.
- Bind telemetry to SLO/Error Budgets defined per service (e.g., Gov WAN, EMR, FIX, POS, PSAP call setup, CDN QoE).
4) Data planes (meaning with memory)
- Hot: time-series DB for metrics, low-latency trace index; Warm: scalable logs store; Cold: WORM for long-term forensics/compliance (selective trace snapshots, logs, configs).
- Retention tiers respect residency/sector (PCI/PHI/CJIS).
5) Analytics & AIOps (insight)
- AIOps detects anomalies, seasonality breaks, and predicts exhaustion (capacity, error budgets).
- RCA pivots across M/L/T: circuit flap → packet loss → SIP jitter → MOS drop → CCaaS KPI hit.
- QoE dashboards unify RUM, synthetics, MOS, tied to business KPIs (conversion, order rate, admit rate).
- Overlay FinOps/Carbon (cost & gCO₂e per SLO breach) to prioritize fixes economically and sustainably.
6) Action & automation (pragmatics)
- Auto-ticket to ITSM/CMDB with owner and runbook link.
- SOAR playbooks can: rate-limit, switch POP/CDN, reroute SIP, scale pods, rollback release, or flip SD-WAN/SASE policy—including guardrails to avoid loops.
- Change evidence (pre/post metrics) attached to tickets for proof.
7) Governance & evidence
- Retention policies by data class/region; WORM snapshots for audits/DR drills.
- SLO/SLA attestations exportable per customer, region, or domain.
- PII guard: detectors ensure no sensitive payload persists beyond policy windows.
Reference KPIs
- Golden signals coverage (latency/traffic/errors/saturation): ≥98% of tiered services
- Trace sampling efficacy (p99 issues captured): ≥95%
- SLO adherence: ≥99% (domain-specific targets)
- MTTD/MTTR (critical): <15 min / <2 h
- Noise reduction (alert dedupe/correlation): ≥80% fewer pages without missing incidents
Minimal BOM (aligned with the stack)
OTel SDKs/Collectors, NPM (Flow/IPFIX/SNMP), SIP/MOS probes, Synthetics + RUM, Metrics TSDB, Log lake, Trace store, WORM archive, Service map/topology, AIOps (anomaly/forecast/RCA), SLO/Error-budget engine, ITSM/CMDB integration, SOAR playbooks, PII/tokenization filters, Residency-aware retention dashboards.