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

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jemma@scalefactory.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 1 1 4 9 2 8 6 1 5 2 3 0 1 2

Contact

The Scale Factory Jemma Bolland
Telephone: 020 3095 7609
Email: jemma@scalefactory.com

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

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jemma@scalefactory.com. Tell them what format you need. It will help if you say what assistive technology you use.