24×7 Support and Monitoring

Deploying to the cloud already gives your business a huge advantage in terms of uptime and manageability, but you still have an infrastructure to monitor and manage. Our 24x7 Support and monitoring package will help you with that.

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guiding your way motif gold onlyConcentrate on what you do best, instead of whether your infrastructure is up

Deploying to the cloud already gives your business a huge advantage in terms of uptime and manageability, but you still have an infrastructure to monitor and manage.

Our 24×7 Support and monitoring package will take this burden away and allow you to focus on what you do best.

A winning combination of people and tools

As part of this service we’ll provide operational and automation support for AWS customers.

We wrap together a suite of trusted and tested AWS-focused tools with a 24/7 technical response team staffed by AWS certified engineers.

An intimate knowledge of your infrastructure

We’ll use NewRelic APM to perform in-depth monitoring of your infrastructure up to code level, to proactively pinpoint issues that might later become service-affecting.

Works best with an AWS Management or Managed DevOps retainer

Our Support and Monitoring service is best when taken in conjunction with either our AWS Management or Managed DevOps retainers. It means we’ll have a more in-depth knowledge of your application and will be able to fix issues more rapidly and effectively.

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What’s included

  • 24×7 monitoring of your infrastructure for reactive response to unexpected failures. See our SLA below for full details.
  • 15 minute response to emergency issues from our team of UK-based AWS Certified site reliability engineers (SREs).
  • Access to Cloud Management Platform (CMP) which gives you a wealth of tools and reports on cost management, security and compliance, resource utilisation and self-healing automation on the AWS platform (with over 400 best practice checks performed against your account). This information can be used to proactively manage and improve all aspects of your account, either by your team, or by us if you have a monthly cloud management retainer with us.
  • General AWS advice – access to AWS Certified Site Reliability Engineers (SREs) to assist you with all aspects of your AWS account.
  • Teach account manager who understands both your technical needs and your business needs.
  • Access to ScaleFTa cloud-native security platform for managing access to protected resources. No more credential sharing or issues gaining access to your AWS account or instances.
  • NewRelic Application Performance Monitoring (APM) to give you instant end-to-end visibility across your customer experience, application performance, and dynamic infrastructure (charges apply for the premium version of this software).

Service Level Agreement (SLA)

Here’s a summary of our Service Level Agreement (SLA) for our 24×7 support and monitoring service. A fully detailed version is available in our terms and conditions.

To allow proper action based on the severity of incidents that might occur, the incident is classified by the customer and should be reported to the Steamhaus Service Desk, or the incident is picked up by monitoring put in place by Steamhaus.

Our SLA applies to the response time based on the priorities detailed below, giving you service credits in the unlikely event that we’re unable to respond to an issue within our SLA.

INCIDENT SEVERITY CLASSIFICATIONS

RESPONSE TIME SLA

RESOLUTION TIME TARGET

Urgent Priority


Production server or other mission critical system(s) are down and no workaround is immediately available.

All or a substantial portion of your mission critical data is at a significant risk of loss or corruption.

You have had a substantial loss of service. Your business operations have been severely disrupted.

15 minutes (24x7)

4 hours (24x7)

HIGH PRIORITY


Major functionality is severely impaired: Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

A major milestone is at risk. Ongoing and incremental installations are affected.

A temporary workaround is available.

1 hour (24x7)

8 hours (24x7)

MEDIUM PRIORITY


There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.

2 Working Hours

8 Working Hours

LOW PRIORITY


Enquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

8 Working Hours

2 Business Days