Support Packages - Cloud Managed Services
Service Packages |
Cloud Care Basic |
Cloud Care Advanced |
Cloud Care Premium |
|---|---|---|---|
| Infra Management - Cloud Operations | |||
| Cloud Platform Support (AWS/GCP) |  |
|
|
| 24/7 Monitoring (Infra Performance + Public Endpoints) | |
|
|
| Proactive Incident / Change / Problem Management | |
|
|
| OS Management (Patching + Hardening) | |
|
|
| Cloud Components (Patching + Hardening) | |
|
|
| Control on Breaches - Security Operations | |||
| Identity & Access Control | |
|
|
| Console based MFA (Multi Factor Authentication) support | |
|
|
| Native security support (Infra and Network layer) | |
|
|
| VPN / Network segmentation support | |
|
|
| Application level native security support (WAF & DDoS) | |
|
|
| Audit remediation support | |
||
| Review | Reporting | Optimisation | |||
| Wellness reviews | Yearly | Half yearly | Quarterly |
| Cadence call / CAB meeting / Steering Committee meeting | Quarterly | Quarterly | Monthly |
| Reporting | Monthly | Monthly | Monthly |
| Consulting & Training hours (Request based)/td> | 2 per Quarter | 3 per Quarter | 4 per Quarter |
| Named Technical Account Manager (TAM) | |
||
| Business Resiliency - BCP (Backup & DR) | |||
| Support for Cloud Native Backup | |
|
|
| Backup policy management and testing | |
|
|
| DR Management (Replication & DR Site) | |
|
|
| DR Drills | 1 per year | 2 per year | |
| Backup and DR support with 3rd party tool # | |
||
| Automation - App Deployment Automation | |||
| Kubernetes and Containers support | |
|
|
| DevOps - CI / CD Pipeline support | |
||
| Infrastructure as Code - Automation support | |
||
| Configuration Management | |
||
| Miscellaneous Services | |||
| Load testing / Performance testing | |
||
Service Levels |
Cloud Care Basic |
Cloud Care Advanced |
Cloud Care Premium |
| Support Coverage | 24 x 7 x 365 | 24 x 7 x 365 | 24 x 7 x 365 |
| Incident Response time SLO | 30 Minutes for all | 30 Minutes for all | 15 Minutes for all |
| Service Requests (P4) - Response | 4 hours | 4 hours | 4 hours |
| Pricing (% of the monthly cloud consumption on the CSP) | |||
| >= 10% (Minimum $ 2 K PM MSP Billing) |
>= 15% (Minimum $3.5 K PM MSP Billing) |
>= 25% (Minimum $6K PM MSP Billing) |
|
| Optional Services (Ala-carte @ T&E basis) | |||
| Dedicated DBA Support | |||
| Database Administration & Performance tuning | |||
| Premium Support from OEM | |||
| Named Technical Account Manager (TAM) | |||
| Application Performance Monitoring - Configuration and Reporting | |||