Bulletproof Support for AWS Features

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Bulletproof Support for AWS Features 2017-07-05T07:04:00+00:00

Bulletproof Support for AWS Features

Bulletproof Support TM provides three distinct support models (On Call, Dedicated, and Premium) so that you can select the most appropriate one for your AWS environment(s).

Bulletproof Support Features for all customers:

Support & Incident Response

Bulletproof Support™
OnCall
Bulletproof Support™ DedicatedBulletproof Support™ Premium
24x7x365 support from 100% certified AWS engineers

Phone and internet based access to Bulletproof Support™

Mission critical incident response process

Access to Bulletproof Engineers with AWS Professional level certification*

Access to Senior Solution Architect at AWS

Rebate-backed SLA maximum response times for Severity 1 (Service Down or Unusable)

  • Acknowledge = 15 minutes maximum
  • Response = 1 hour maximum
  • Repair = 4 hours maxiumum
  • Analyse = 24 hours maximum

More information on Bulletproof Support™ response times can be found here:

http://www.bulletproof.net.au/bulletproof-legal-agreements/sla/managed-service-response-times/

 AWS Enterprise Support

http://aws/amazon.com/premiumsupport/enterprisesupport/

 

Monitoring & Issue Resolution

Bulletproof Support™ OnCallBulletproof Support™ DedicatedBulletproof Support™ Premium
24 x 7 Monitoring of services including notifications by email, SMS as selected by the customer
24 x 7 Host down response
24 x 7 Application and database monitoring
24 x 7 Proactive troubleshooting and escalation
Incident resolution and problem analysis
99.95% claimable uptime (cloud infrastructure)
100% rebate-backed availability SLA for a Bulletproof reviewed and approved highly available solution.– 

 

 

Governance & Change Control

Bulletproof Support™ OnCallBulletproof Support™ DedicatedBulletproof Support™ Premium
Best practices identity access and permission management, certified and audited to AWS Best Practices standards
Security certifications and compliance
Best practices AWS account configuration
Security group and virtual network management

 

 

Administration

Bulletproof Support™ OnCallBulletproof Support™ DedicatedBulletproof Support™ Premium
Provisioning, configuration and deployment management
Server storage and database snapshots (EBS & RDS)
Convenient billing reports, cost summaries, and cost centre aggregation into a single invoice in AUD or USD
Operating system management
Automated patch management
Proactive Application and Database service monitoring, alert management, and reporting
Unlimited Domain Name Management
Cloudwatch performance monitoring & alert management and reporting
Best Practices AWS CloudTrail configuration for tracking & auditing

 

Advisory

Bulletproof Support™ OnCallBulletproof Support™ DedicatedBulletproof Support™ Premium
Named Bulletproof Cloud Solutions Engineer certified to AWS Professional level.
Capacity planning and cost optimisation
Advanced AWS Operational Intelligence on usage, performance, governance and cost
Customised incident response process development and maintenance*
Custom patch management*
Change control process development and maintenance*

* Complex environments or requirements may require professional service fees

Next Step: Call us on 1300 663 903 or fill in the form below