How to get on board with 24/7 support that delivers reduced MTTR faster

• Posted By Gagan Goswami
• Tagged as 24-7 Support, 
• 0 Comments

Today’s customers demand 24/7 availability from online businesses. It’s about keeping customers happy with your website’s uptime and performance. To keep customers satisfied, your engineers need to meet service level objectives (SLOs) — the targets for your system’s reliability.

However, we often hear that companies’ in-house support teams are overwhelmed, suffering from burnout, and developing alert fatigue because the system has so many recurring incidents. As a result, those companies are not meeting their SLOs. Their engineers are drowning in service level agreement (SLA) breaches, unresolved tickets, and increases in downtime and costs. As a result, engineers spend much of their time providing on-call support when they should be focused on building new product features.

At nClouds, more than half of our AWS and DevOps consulting clients use our 24/7 Support Services because we help them gain operational efficiency and performance excellence, reduce alert fatigue, enjoy transparency, and decrease their costs. All while their engineers have been able to refocus on innovation instead of infrastructure support.

Our AWS-certified engineers quickly and expertly handle our clients’ L1, L2, and L3 support.

• L1 (Level 1) support engineers handle front-end issues. They determine the root cause of the issues and provide basic troubleshooting and installation support.
• The Site Reliability Engineering (SRE) team provides L2 (Level 2) and L3 (Level 3) support for complex back-end issues. Learn more about Site Reliability Engineering Services for AWS.

Because our 24/7 Support Services are powered by nCall — our alert and incident management platform — our clients benefit from:

• Reduced MTTA (mean time to acknowledge), MTTR (mean time to repair), website downtime, and costs.
• Automation that quickly identifies, categorizes, investigates, notifies, and provides the necessary remediation steps.
• Interactive dashboards and analytics for real-time insights on MTTR trends, incident frequency, recurring incidents, and more — vital when difficulties arise and critical decisions must be made.
• Seamless integrations with third-party apps and tools, like Datadog, Amazon CloudWatch, PagerDuty, New Relic, OpsGenie, and Slack.

Getting on board with 24/7 support that delivers reduced MTTR faster

We help companies get on board with nClouds 24/7 Support Services by:

• Reviewing their current alert/incident response management platform and on-call support process (if one exists already).
• Examining their runbooks to ensure they contain solutions to all known issues/alerts.
• Updating the existing runbooks, documentation, and diagrams, if necessary.
• Establishing a process for conducting root cause analysis (RCA) of service-impacting events. 

At the end of the transition phase, nClouds assumes responsibility for handling support services for our clients’ environment(s), as defined in a mutually agreed-upon statement of work (SoW) and SLA.

The bottom line

To keep your internal and external customers happy with your website’s uptime and performance and meet your SLOs, take your engineers out of the infrastructure support business and refocus them on innovation. With nClouds’ dedicated, AWS-certified engineers, you’ll gain operational efficiency, performance excellence, reduced alert fatigue, transparency, and decreased costs.

Need help with supporting your AWS infrastructure at a competitive rate? Contact us.

View this on-demand webinar featuring SRE experts from nClouds & Datadog

How DevOps Teams Use SRE to Innovate Faster with Reliability.

Contact Us Now About 24/7 Support

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