CASE STUDY
Tyler Technology Enhances Public Safety Operations with Help From Datadog and NoBS
Public Sector Software Development
7,000+Employees
Plano, TX
ABOUT TYLER TECHNOLOGY
Tyler Technologies provides integrated software and technology solutions to the public sector. Its Computer-Aided Dispatch (CAD) platform supports 911 call centers across the U.S., where reliable system performance is critical to emergency response.
ABOUT NOBS
NoBS is a Premier Datadog Partner with 10+ years of hands-on Datadog experience. From gold-standard Datadog setups to custom integrations, NoBS delivers results that matter, quickly- without the fluff.
“Datadog gives us real-time visibility to keep public safety operations running smoothly. With NoBS' help optimizing our deployment, we've reduced incident resolution times from weeks to minutes.”
WHY DATADOG
Unified observability across infrastructure,
applications, logs, and networks.
Automated monitoring and alerting to reduce
downtime and improve response times.Comprehensive data correlation, linking logs, traces, and metrics for actionable insights.
Scalability and flexibility, supporting hybrid cloud environments seamlessly.
WHY NOBS
100 percent focused on Datadog—deep expertise, fast results.
No one-size-fits-all fixes—customized solutions to unique challenges and business needs.
Beyond tech, NoBS considers people and practices as part of their solutions.
CHALLENGE
As the Tyler Tech moved its CAD system from on-prem to the cloud, traditional monitoring couldn’t keep up. The “lift-and-shift” approach provided basic server-level health checks but failed to capture application and network performance in hybrid environments. Teams struggled to answer a critical question: Is this our problem or the customer’s Troubleshooting could take weeks. For public safetysystems, that delay could have real consequences.
Use Case
Reduced incident
resolution
from weeks to minutes.
Streamlined alerting and troubleshooting
enabling proactive issue response
Increased
stability
for mission-critical public safety software
Scaling observability for mission-critical public safety operations
Tyler’s Computer-Aided Dispatch (CAD) system is a mission-critical platform supporting 911 call centers nationwide—where uninterrupted performance is essential to emergency response. Tyler selected Datadog’s robust suite of monitoring tools, including Application Performance Monitoring, Cloud Network Monitoring, and Log Management, to provide observability for this critical application stack.
To fully leverage Datadog advanced capabilities, Tyler partnered with NoBS.tech to provide expert guidance in order to standardize and enhance Tyler’s observability practices. Together, they refined agent deployment and automation practices to ensure consistent configuration across Tyler’s infrastructure, including enabling key integrations such as ActiveMQ, SQL Server, and Elasticsearch, as well as activating agent features like Cloud Network Performance Monitoring.
They also implemented a comprehensive tagging strategy that now gives Tyler full visibility into which customers are using which products. This tagging foundation enabled reusable, informative dashboards and streamlined alerting—enabling Tyler to monitor issues across multiple customers using significantly fewer, more targeted Datadog multi-alert monitors.
Dashboards and monitors were aligned to meet the demands of a mission-critical platform. With Datadog APM, Log Management, Cloud Network Monitoring, and key integrations properly configured, Tyler engineers now gain real-time, meaningful insights across their stack—enabling deep, real-time understanding of system performance.
Reducing resolution time from weeks to minutes
Following the full rollout of Datadog Cloud Network Monitoring and APM powering Datadog Watchdog, Tyler quickly identified systematic issues with specific customers through APM error tracking data while also troubleshooting network communication issues between customer infrastructure and Tyler’s cloud environment. Without these tools in place, investigations into problems could take weeks, with significant back and forth between Tyler and its customers. These improvements have helped application teams prioritize critical issues, address issues in their code, and inform customers—often before customers even know there’s a problem—leading to increased stability for public safety software.
A pivotal moment came when Datadog’s Cloud Network Monitoring, combined with NoBS’ optimizations, enabled Tyler to quickly resolve a long-standing CAD issue for a customer. For weeks, the problem had been misattributed to Tyler’s infrastructure. But with real-time network visibility and expert support from NoBS, the team identified the true root cause within minutes: network packet loss in the customer’s environment, not a failure within Tyler’s cloud system. With this insight, Tyler delivered clear, data-driven recommendations to the customer, eliminating prolonged internal investigation and significantly accelerating resolution.
"Before working with NoBS, determining the root cause of CAD outages was a time-intensive process. Now, with
Datadog's enhanced monitoring and tagging, issue diagnosis is significantly faster, reducing resolution time from weeks to minutes."
Nate Hanna
Senior Architect, Tyler Technologies
As Tyler experienced faster issue diagnosis and resolution, team adoption of Datadog surged. Since working with NoBS, Tyler has rolled out Datadog APM, Cloud Network Monitoring, and Log Management across all customers—leading to major improvements in response time, visibility, and its ability to identify issues and prioritize work based on real-time customer impact.
