24/7 Support Services

Let’s achieve your AWS infrastructure support SLA, at a competitive rate.

Automated uptime monitoring & performance stability on AWS

As the standard for modern organizations, automated uptime monitoring and performance stability assurance are table stakes. What’s getting in the way of your success?

  • Getting stretched trying to meet support SLAs with current staff and budget?
  • Do you have engineers providing on-call support, but you need those same engineers building new product features?
nClouds is your 24/7 support partner

Get leveraged! nClouds is your 24/7 support partner for AWS environments

Partner with nClouds to achieve your support SLAs, on budget, and get your engineers focused on innovation instead of supporting infrastructure. We’re a certified AWS Premier Consulting Partner, MSP, with DevOps competency, and an Approved Well-Architected Partner.

nClouds’ deep knowledge of AWS cloud technology, best practices, and automation tools enable us to respond quickly to incidents and provide recommendations and solutions proactively for achieving improved service levels at scale, reduced cost, and increased ROI.

Our objective is to create a partnership with you based on shared goals, and then leverage an innovation culture that delivers real value, beyond the status quo.

  • Minimize alert fatigue

    We’re the first point of contact, with improved SLAs.

  • Reduce toil

    We use root cause analysis (RCA), automation, and proactive corrective measures to help you reduce manual, repetitive, and automatable workloads. Read more about our Slackbot that helps ensure all alerts are acknowledged and notated.

  • Use predictive analytics

    We’ll leverage advanced analytics to predict weekly and monthly trends, so you have fewer surprises.

  • Reduce MTTR

    Certified experts handle your support calls, getting to resolution faster.

Proactive support

Our support services team monitors your environment 24/7/365 with guaranteed response to critical alerts. We quickly respond to events affecting your environment to maximize uptime and business continuity.

Enabled by leading monitoring tools like Amazon CloudWatch, Datadog, Logz.io, New Relic, nOps, PagerDuty, SignalFx, and more (see toolkit list below), we build real-time awareness of your environment’s status, prevent many issues from ever occurring, and, when needed, step in to remediate incidents. You no longer worry about alert fatigue, stress, and disruption in your customers’ user experience.

  • Standard SLA

    • 15-30 minute acknowledgment time
    • 30-60 minute resolution/escalation time
  • Weekly reporting

    Our team creates a weekly report detailing alerts received in the prior week and actions taken. We include a weekly environment health status overview and recommendations.

  • SLA reviews

    We provide quarterly, twice-yearly, or annual reviews to adjust SLA parameters based on performance, changes to your environment, or events that may have occurred during the period.

  • Continuous innovation to reduce toil

    The nClouds support team gets hundreds of alerts every day, and each alert must be acknowledged, responded to, and tracked until the associated issue is resolved, and then notes added for each alert. These tasks can be cumbersome — especially when a support engineer is handling multiple projects and repeats these tasks dozens or even hundreds of times a day.

    To make this process more efficient, nClouds created “Data”, a Slackbot (chatbot) that helps support engineers acknowledge, re-assign, snooze, resolve, and add notes to a single or multiple alerts at the same time — all from Slack. “Data” will even notify a support engineer about alerts with missing notes 15 minutes before the end of his/her shift.

    The result is support engineers, leveraged by automation, to stay focused on the highest value tasks like addressing the issues that caused an alert, or proactive support initiatives.

Weekly alerts detailed report
Weekly Repot
Alerts "Data" Slackbot
Slack Bot

Our process

nClouds follows a three-step process to ensure you get the right support services for your specific environment. That includes defining and adopting a shared set of support services goals.

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    Discovery

    We establish and test communication channels between your organization’s designated point of contacts (PoCs) and nClouds support team, detailing your alert/incident response management platform and current on-call support process (if one exists already). We also gain access to current runbook(s), if available.

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    Onboarding

    A designated client engineer reviews your support runbook to ensure it contains solutions to all known issues/alerts. We also establish a process for conducting RCA of service-impacting events.

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    Transition

    The nClouds support team starts handling alerts under the supervision of designated client engineer(s). If required, we update your runbook, documentation, and diagrams. At the end of the transition phase, nClouds assumes responsibility for handling support services for your environment(s), as defined in a mutually agreed upon statement of work (SoW) and service-level agreement (SLA).

Add-ons & customization

Our mission is to support your technical and business objectives. Let’s discuss your specific needs and we’ll create a plan that matches your exact requirements.

  • Customized SLA
    • Less than 15-minute acknowledgment time
    • Less than 30-minute resolution/escalation time
  • Customized escalation path
  • Enhanced environment health monitoring and customized services alerting
  • Customized dashboards for more granular systems & services monitoring
  • On-demand incident investigation reports for performance, service-impacting events, and root cause analysis (RCA)
  • nClouds Awards
  • nClouds Awards
  • nClouds Awards
  • nClouds Awards

250+

DevOps AWS Implementations

500+

Deployed Pipelines

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Award-winning DevOps Solution Provider

Our toolkit for 24/7 Support Services

We work with popular open source monitoring tools and leading commercial solutions.

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  • I cannot say enough about the nClouds team. Their work and efforts are tremendous and they take great care of our environment. In nClouds, we found the next level of innovation, experience, and ability to adopt new technologies.”
    Marc Goodell, VP, Environments & Infrastructure, 6Connex Read case study
  • nClouds has been an invaluable collaborator. They introduced nOps, giving instant visibility into changes in our AWS infrastructure. And now the nClouds team supports our infrastructure 24/7."
    Director of Engineering, "Game Developer" Read case study

nClouds Updates

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Contact us now.

We're eager to discuss your 24/7 support needs and provide an assessment of your current practices.

Contact us

Contact Us Now About 24/7 Support

You can also email us directly at sales@nclouds.com for your inquiries or use the form below

Contact Us Now

You can also email us directly at sales@nclouds.com for your inquiries or use the form below