![]() Patching Time for a Critical Security Update = Within 8 calendar days of release by the vendorĮnvironment Recovery Initiation Time = <=4 hoursĪWS is committed to running its business in the most efficient and sustainable way possible, and we are on a path to powering our operations with 100% renewable energy by 2025, five years ahead of our original target of 2030. Incident Management (Priority 1, 2, 3) - Response Resolution Time <=4 hours, <=8 hours, <=24 hours Incident Management (Priority 1, 2, 3) - Response Time <= 15mins, <=2 hours, <=8 hours Patching Time for an Important Update = Within two months of release by the vendorĮnvironment Recovery Initiation Time = <=12 hours ![]() Patching Time for a Critical Security Update = Within 10 business days of release by the vendor Incident Management (Priority 1, 2, 3) - Response Resolution Time <=12 hours, <=24 hours, <=48 hours Incident Management (Priority 1, 2, 3) - Response Time <=4 hours, <=8 hours, <=24 hours Plus: Monday to Friday from 8am-6pm, local customer time Service Request: 2 SLAs provided (Plus and Premium different price points)Ĭloud Service Delivery Manager and Cloud Architect provided. Security software: Deep Security from Trend Micro (Required).Īpproved directory services: Microsoft Active Directory (AD).īusiness Support or Enterprise Support Required. Service covers AWS infrastructure layer, does not cover middleware, database or application layers. Operations support is delivered remotely via the 24x7x365 "follow-the-sun" model based in Dublin, Washington DC, Seattle, Bangalore, Sydney. AMS is an AWS native, infrastructure operations solution for traditional/legacy, server-based workloads delivering scalable, secure, compliant infrastructure operation that: Is delivered out of customer owned accounts Provides a managed multi-account landing zone Utilises best-practice for AWS products and services Has a 24x7x365 SLA backed support operation Supports 110 AWS services in 15 AWS regions Is charged using the AWS pay-as-you-go model Is contracted month-to-month And is delivered by AWS staff. ![]() Accelerates migration/adoption, lowers operational costs, and reduces security and compliance risk by managing “up to and including the patched OS” (AWS infrastructure layer) within the ITIL® framework. Service is month-to-month, with low minimum chargeĪMS Advanced operational plan with preventative controls via a change management system within an AWS managed landing zone, provides a full operational solution trading some flexibility for increased operational rigour to protect critical business applications.Provides high levels of transparency, security, and customer focus. ![]() Provides infrastructure as code delivering fast, error-free service.Provides operational solution for 80%+ of workloads not cloud-native.Implements rigour to reduce costs, manage capacity, and improve utilization.Avoids migration stall by having a cloud-native operating model.Focuses your cloud talent on refactoring applications.Scales cloud experience to the rest of your organization.Maintains or exceeds your existing high compliance and security standards.Continuity Management - backups using snapshots.Service Request Management - 24x7 information service including Cloud Architect.Reporting - monthly report delivered by Cloud Service Delivery Manager.Problem Management - root-cause and remediation service.Incident Management - 24x7 proactive service.Provisioning Management - 24x7 automated service selecting from a catalogue.Change Management - 24x7 automated mechanism for access and changes.Patch Management - approved updates to EC2 supported instances.Security and Access Management - 24x7 automated service.Monitoring and Event Management - 24x7 automated service.AMS provides routine infrastructure operations such as patch, backup, and security management, and IT management processes such as incident, change and service request management. Enterprises who want to accelerate the adoption of AWS can use AWS Managed Services (AMS) to offload their critical but undifferentiating task of AWS infrastructure operations.
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