Amazon Web Services EMEA Sarl, UK Branch

AWS Managed Services (AMS)

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. AMS provides routine infrastructure operations such as patch, backup, and security management, and IT management processes such as incident, change and service request management.

Features

  • Monitoring and Event Management - 24x7 automated service
  • Security and Access Management - 24x7 automated service
  • Patch Management - approved updates to EC2 supported instances
  • Change Management - 24x7 automated mechanism for access and changes
  • Provisioning Management - 24x7 automated service selecting from a catalogue
  • Incident Management - 24x7 proactive service
  • Problem Management - root-cause and remediation service
  • Reporting - monthly report delivered by Cloud Service Delivery Manager
  • Service Request Management - 24x7 information service including Cloud Architect
  • Continuity Management - backups using snapshots

Benefits

  • Maintains or exceeds your existing high compliance and security standards
  • Certified/compliant PCI DSS, SOC1/2/3, NIST, CIS and ISO9001/27001/27017/27018
  • Scales cloud experience to the rest of your organisation
  • Focuses your cloud talent on refactoring applications
  • Avoids migration stall by having a cloud-native operating model
  • Implements rigour to reduce costs, manage capacity, and improve utilisation
  • Provides operational solution for 80%+ of workloads not cloud-native
  • Provides infrastructure as code delivering fast, error-free service
  • Provides high levels of transparency, security, and customer focus
  • Service is month-to-month, with low minimum charge

Pricing

£17,000 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 aws-gcloud@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 5 1 7 1 0 0 3 0 3 4 1 1 3 0

Contact

Amazon Web Services EMEA Sarl, UK Branch Chris Hayman
Telephone: +44 (0) 7825112477
Email: aws-gcloud@amazon.com

Planning

Planning service
Yes
How the planning service works
Provide an assigned Technical Delivery Manager to support on-boarding to AMS and a Cloud Architect for work stack configuration in support of the Migration / Operational Integration project delivered by either AWS Professional Services or a Partner.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
AWS

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Provide an assigned Technical Delivery Manager to support on-boarding to AMS and a Cloud Architect for work stack configuration in support of the Migration / Operational Integration project delivered by either AWS Professional Services or a Partner.
Setup or migration service is for specific cloud services
Yes
List of supported services
AWS

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
AMS 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. AMS is a AWS native, infrastructure operations solution for traditional / legacy, server based workloads which delivers a scalable, secure and compliant infrastructure operation that: Is delivered out of customer owned accounts; Utilises best practice for AWS products and services; Is certified / compliant to PCI DSS, SOC1/2/3, HIPAA, ISO9001/27001/27017/27018, NIST, CIS and GDPR for infrastructure operations; Has a 24x7x365 SLA backed support operation; Supports 87 AWS services in 14 AWS regions; Is charged using the AWS pay-as-you-go model; Is contracted month-to-month; And is delivered by AWS staff.
For AMS managed accounts, the Enterprise Support services are also provided as part of the AMS service and charge.

Service scope

Service constraints
Operations support is delivered remotely via "follow-the-sun" model from Dublin, Washington DC, Seattle, Bangalore, Sydney.
Service covers AWS infrastructure layer, not middleware, database, application layers.
Supported Operating Systems  - AWS EC2 created AMIs for Linux systems: RHEL 7.x, RHEL 6.5+, Amazon Linux and Amazon Linux 2, Cent OS 6.5+, Cent OS 7.x, and SUSE Linux Enterprise Server 12 SP4, SUSE Linux Enterprise Server 15, and SUSE Linux Enterprise Server 15 for SAP Applications and For Windows systems: Microsoft Windows Server 2019, Microsoft Windows Server 2016, Microsoft Windows Server 2012, Microsoft Windows Server 2012 R2, and Microsoft Windows Server 2008 R2"

User support

Email or online ticketing support
Email or online ticketing
Support response times
Service Request: 2 SLAs provided (Plus and Premium).
Plus: <=8hrs Monday to Friday from 8am-6pm,  local customer time 
Premium: <= 4hrs, 24x7
(Service Level Objectives)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
No
Support levels
Service Request: 2 SLAs provided (Plus and Premium; different price points)
Cloud Service Delivery Manager and Cloud Architect provided.
Plus: Monday to Friday from 8am-6pm,  local customer time 
Incident Management (Priority 1, 2, 3) - Response Time <=4 hours, <=8 hours, <=12 hours
Incident Management (Priority 1, 2, 3) - Response Resolution Time <=12 hours, <=24 hours, <=48 hours
Patching Time for a Critical Security Update = Within 10 business days of release by the vendor
Patching Time for an Important Update = Within two months of release by the vendor
Environment Recovery Initiation Time = <=12 hours

Premium: 24x7x365
Incident Management (Priority 1, 2, 3) - Response Time <= 15mins, <=4 hours, <=12 hours
Incident Management (Priority 1, 2, 3) - Response Resolution Time <=4 hours, <=8 hours, <=24 hours
Patching Time for a Critical Security Update = Within 8 calendar days of release by the vendor
Patching Time for an Important Update = Within two months of release by the vendor
Environment Recovery Initiation Time = <=4 hours

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Pricing

Price
£17,000 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 aws-gcloud@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.