24/7 Support Services for AWS
nClouds will help you maximize website uptime and business continuity and achieve your DevOps and AWS infrastructure support SLAs at a competitive rate.
Overview
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Accelerate your microservice architecture incident response process using service maps
Maximize Website Uptime, Performance, and Stability on AWS
Are your customers happy with your website’s uptime, performance, and stability? If not, which of the following issues are getting in the way of your success?
- Your support team is overwhelmed, causing SLA breaches, unresolved tickets, and increased downtime and costs.
- Your engineers are providing on-call support, but you really need them focused on building new product features.
- Your support team is suffering from burnout.
- Your system has so many recurring incidents that your support team is experiencing alert fatigue.
nClouds’ 24/7 Support Services can help you maximize your uptime and performance stability on AWS.
Our AWS-certified engineers will quickly and expertly handle your L1, L2, and L3 support needs so your engineers can focus their talents on developing innovative new features.
- L1 (Level 1) support engineers handle front-end issues. They determine the root cause of the issues and provide basic troubleshooting and installation support.
- L2 (Level 2) and L3 (Level 3) Site Reliability Engineering (SRE) teams handle complex back-end issues.
More Than Half of Our Consulting Clients Use our 24/7 Support Services to Do the Following:
Improve user experience and reduce MTTA, MTTR, website downtime, and costs
Achieve SLAs acknowledgment in 15–30 minutes and resolution/escalation in 30–60 minutes
Have AWS-certified experts as the first point of contact to handle support calls
Increase visibility into system status with custom analytics and real-time reporting
Reduce toil with runbook automation, proactive alerts, and root-cause analysis (RCA)
Refocus engineers on innovation instead of infrastructure support
nClouds Is Your 24/7 Support Partner for AWS Environments
nClouds is serious about 24/7 support, and we’re really good at it.
We’re a certified AWS Premier Consulting Partner, audited AWS MSP Partner, and AWS Well-Architected Partner, with AWS Competencies in Data and Analytics, DevOps, Migration, and SaaS.
Our 24/7 Support Services are powered by nCall, our alert and incident management platform that helps teams resolve incidents faster, reduce costs, and minimize your system’s downtime. nCall can help reduce MTTR by 10–40%.
I cannot say enough about the nClouds team. Their work and efforts are tremendous and they take great care of our environment. In nClouds, we found the next level of innovation, experience, and ability to adopt new technologies.
nClouds is our extended team that manages DevOps services and provides ongoing support of our AWS infrastructure. This partnership has leveraged the Yewno team to focus on product innovation for our AI platform offering. This focus, combined with powerful automation like our CI/CD pipeline, has helped us deliver faster, with reduced costs, and better predictability.
nCall Is Our 24/7 Support Services Team’s “Secret Sauce” Driving Innovation in Service Delivery
Integrated runbooks accelerate resolution and improve mean time to resolution (MTTR) to maximize your system’s uptime and business continuity.
Interactive dashboard and analytics provide you with real-time insights on MTTR trends, incident frequency, recurring incidents, and more—vital when difficulties arise and important decisions must be made.
Integrations with third-party apps and tools—like Datadog, Amazon CloudWatch, PagerDuty, New Relic, and OpsGenie—seamlessly sync alert data and streamline workflow.
Our Process—Getting Started
Discovery
We establish and test communication channels between your organization’s designated points of contact (PoCs) and the nClouds support team, detailing your alert/incident response management platform and current on-call support process (if one exists already). We also gain access to any current runbooks, if available.
Onboarding Workshop
A designated client engineer reviews your support runbook to ensure it contains solutions to all known issues/alerts. We also establish a process for conducting root-cause analysis (RCA) of service-impacting events.
Transition
The nClouds support team starts handling alerts under the supervision of designated client engineer(s). If required, we update your runbook, documentation, and diagrams. At the end of the transition phase, nClouds assumes responsibility for handling support services for your environment(s), as defined in a mutually agreed-upon statement of work (SoW) and service level agreement (SLA).
Add-ons and Customization
Let’s discuss your specific needs. We’ll create a plan that matches your exact requirements:
- Customized SLAs or escalation paths
- Enhanced monitoring
- Detailed dashboards
- Incident investigation
- Root-cause analysis
- And more
Our Toolkit for 24/7 Support Services
CASE STUDY
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