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SERVICES BRIEF

Proactive Support Service is designed for customers who have their infrastructure hosted in AWS and want to entrust infrastructure management to a partner.

Service includes following:

• User and Access Management
• Monitoring and Alerting
• Patch Management
• Security Audits and Vulnerability Scanning
• Capacity planning
• Cost Management
• Backup Maintenance
• Log Review
• Change Management
• Documentation and Knowledge Sharing

Incident Management is a service designed to swiftly restore the user's service to its original state in the event of an unforeseen event. This restoration process adheres to the package and priorities outlined in the service agreement.

In the delivery of this service, incidents are categorized based on their level of urgency and impact:

• Priority 1: Complete service outage
• Priority 2: Intermittent issues or service degradation
• Priority 3: Minimal user impact

Furthermore, different roles come into play in the provision of this service:

• 1st Level: Simple issues
• 2nd Level: Medium-complexity problems
• 3rd Level: Complex issues, involving specialists.

Consulting service is a service that provides expert consultancy in the field of AWS Cloud. It is intended for users who don't have a precisely defined project but rather a series of smaller ongoing activities.

These activities may include or involve:

• Support for operations or projects
• Issue resolution
• Process and solution improvement
• Education and training
• Solution development and implementation
• Resource utilization optimization
• Small project planning and execution

AWS Well-Architected is a consulting service designed for companies looking to evaluate the current solution and optimize it according to the AWS Well-Architected framework.

Service is divided into several phases:

• Introduction presentation
• WAR workshop
• Analysis and improvement plan
• Remediation
• Presentation of resolved issues
• Application for $5,000 AWS credits.