The Scale Factory
AWS Incident Support
We’ll provide you with a 24x7 support desk for your on-call teams to get help solving production issues on any AWS infrastructure you operate.
Features
- 24x7 operation
- Email and ticket access to support
- 1hr response SLA on P1 issues
- Easy to follow instructions to raise a ticket
- Your teams on-boarded and drilled in escalating issues
Benefits
- Round-the-clock access to experienced AWS solutions architects
- No need to hire and retain high-end AWS talent yourselves
- Peace of mind for your on-call teams
Pricing
£3,000 to £6,500 a unit a month
Service documents
Framework
G-Cloud 12
Service ID
3 1 1 4 9 2 8 6 1 5 2 3 0 1 2
Contact
Planning
- Planning service
- Yes
- How the planning service works
- As part of our “AWS Infrastructure Design for migration or new workloads” offering, we’ll review the needs of your users, and the business outcome you’re looking to achieve, along with your security, cost, and performance constraints. From there we’ll work with your application developers to create a plan for your cloud deployment.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- Amazon Web Services (AWS)
Training
- Training service provided
- Yes
- How the training service works
- We provide training on AWS fundamentals for developers and operations teams, as well as hands-on training workshops teaching real use cases for specific AWS services. Each workshop has a very specific scope, but these can be combined together to build a bespoke learning path. Our course materials are available for training recipients to take away, and depending on attendee numbers, workshops can run either at our London offices, or on your premises.
- Training is tied to specific services
- Yes
- Services the training service works with
- Amazon Web Services (AWS)
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- We’ll review your existing applications and services, looking at the needs of your users, and the business outcome you’re looking to achieve. We’ll make sure we understand your security, cost, and performance constraints. From there we’ll work with your application developers to create a plan to migrate your applications to AWS. We’ll often look to simplify and improve services during a migration, and highlight areas where your developers can make application changes to support these goals.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
- Amazon Web Services (AWS)
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- Yes
- Security services type
-
- Security design
- Security audit services
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Buyer hosting or software
- How the support service works
-
Through our AWS Incident Support offering, we provide a 24x7 helpdesk for your teams to raise incidents with us for immediate attention. Our team of experienced AWS solutions architects will guide your team through troubleshooting and resolving your problem.
Through our AWS Developer Support offering, we provide your team with access to a shared Slack chat channel where they have access to our AWS experts throughout the working day. We also provide surgery hours where your team can book time (in person, or on a video call) with our experts.
Service scope
- Service constraints
- Our incident support service is an escalation path for your own on-call teams. We don’t provide first-line end-user support, or respond to automated alerts from your platform. A Well-Architected review, and other onboarding activity (including changes to infrastructure) may be required before we can support you fully. We may need at least read-only access to your production systems, from our team's devices.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- For P1 incidents, we guarantee a 1hr response time at all times.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- WCAG 2.1 A
- Web chat accessibility testing
- We provide our webchat services using Slack, a popular third-party communication platform. Slack's accessibility policy is available on their website.
- Support levels
- We provide two levels of support: Developer Support and Incident Support. Developer Support is accessible during office hours and enables development teams to get help and advice on how to build their solution on the AWS cloud. Incident Support is available 24 hours a day, for teams to get help resolving a service-affecting incident. We provide a technical account manager at all levels of support. Support is billed relative to the number of developers we are supporting.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Pricing
- Price
- £3,000 to £6,500 a unit a month
- Discount for educational organisations
- No