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Why total queue depth misleads when one Service Bus queue serves many customers

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A SaaS platform uses a single shared Service Bus queue to link its cloud product with customers' on-premises systems. The author favors having an outbound-polling agent pull from the broker over inbound HTTP triggers, since the queue absorbs customer outages as backlog instead of failures. Fairness between tenants is handled with per-tenant session IDs, with dedicated queues reserved for high-volume exceptions. The article argues that alerting on aggregate active message count hides a single stuck tenant, as in a case where one customer's credentials failed and their data sat unsynced for days. Instead, it recommends tracking the age of each tenant's oldest unprocessed message, which distinguishes a busy tenant from a broken one.

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