[deaddrop]

>That's the "monitor from the customer's point of view" approach the OP alludes to.

...but now you're in a recursive problem: Who watches the watcher? If the watcher goes down, your insights are gone. Do you devote your entire engineering staff to monitoring, then?

A two-pronged approach would be better: Customer Touch-Point monitoring built into your product and external monitoring should your CTP monitoring go down. If your external monitoring goes down, you still have the CTP, so not all visibility is lost.