Monitoring & Support

We have experienced growing demand for a reliable 24/7 monitoring and support package for the cloud environments we deploy. Due to this demand we now offer a robust monitoring and infrastructure management service via a service level agreement (SLA) to all our enterprise customers once the project requirements have been met.

All web traffic can be precisely monitored, recorded and then analysed. We are able to provide our customers with detailed metrics covering all the critical areas of their systems that are in effect. Faults can also be submitted via the ITOC client centre in tiered levels of urgency from mild through to critical. Upon submission our support consultants will be notified immediately of the fault in order to achieve a rapid response time.

Whilst this service comes at a cost, the system allows our consultants to make timely repairs to any faults and complete updates that wouldn’t otherwise be covered by the AWS Service Level Agreement. This is invaluable for enterprises who don’t have in-house support staff that are qualified to handle complex escalations. Unlike the traditional ‘deploy and leave you to it’ type service, we aim to develop a lasting relationship with our clients to be able to continue offering valuable support and guidance.

Service Level Agreement (SLA)

The SLA we use defines the terms and conditions on a client-to-client basis. We do not use a generic type SLA due to the varying framework of each project that we are involved in. Our primary focus is to create an agreement between both parties that is high in value and will service all demands with the highest reliability.