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AWS Managed Services & Support

SLA-backed infrastructure management, proactive monitoring, and rapid incident response. We keep your AWS applications running so you can focus on your business.

99.5% Uptime SLA
30-Min Critical Response
Named Account Manager
Monthly Reporting
Discuss Your Needs
99.5%
Uptime SLA for Production Environments

Excluding agreed maintenance windows. Backed by service credits.

Your AWS Infrastructure, Fully Managed

Building great software is just the start. Keeping it running efficiently, securely, and cost-effectively requires ongoing attention. We provide that attention with defined SLAs and clear accountability.

Whether we built your application or you're looking for support on existing infrastructure, we offer comprehensive managed services covering EKS clusters, EC2 instances, databases, CI/CD pipelines, and everything in between.

Service Level Agreements

Clear response and resolution targets for every incident priority level. No ambiguity, no surprises.

Priority Response Time Resolution Target Examples
P1 Critical 30 minutes 4 hours Production down, data breach, complete service outage
P2 High 1 hour 1 business day Major feature unavailable, significant performance degradation
P3 Medium 4 hours 3-5 business days Non-critical functionality affected, minor bugs
P4 Low 1 business day Next sprint Minor issues, enhancement requests, cosmetic issues

Standard Support Hours

9am - 5pm UK weekdays

Full support coverage for P2-P4 incidents, scheduled maintenance, proactive monitoring, and development work.

Priority Escalation

Rapid P1 response

Critical incidents trigger immediate escalation to senior engineers with 30-minute response during support hours.

Monthly Reporting

Comprehensive service reviews

Monthly reports covering uptime metrics, incidents, resolutions, recommendations, and cost analysis.

What's Included

Infrastructure Management

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Complete management of your AWS infrastructure, from compute to storage to networking.

  • EKS/Kubernetes Management: Cluster operations, node group management, Helm chart deployments, auto-scaling policies
  • EC2 & Compute: Instance management, AMI updates, right-sizing recommendations
  • Database Management: RDS, DocumentDB, DynamoDB - backups, patching, performance tuning
  • Networking: VPC management, Route 53, load balancers, security groups
  • Storage: S3 lifecycle policies, EBS management, cross-region replication

Monitoring, Alerting & Observability

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Comprehensive monitoring with proactive alerting before issues impact your users.

  • CloudWatch Dashboards: Real-time visibility into system health, custom metrics, and KPIs
  • Container Insights: EKS cluster monitoring, pod health, resource utilisation
  • Alerting: CloudWatch Alarms with SNS notifications, severity-based escalation
  • Log Aggregation: Centralised logging, structured queries, retention policies
  • Synthetic Monitoring: Proactive health checks and uptime monitoring
  • APM Integration: Application performance monitoring and tracing

DevOps & CI/CD Pipeline Management

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Fully managed deployment pipelines ensuring reliable, repeatable releases.

  • CI/CD Pipelines: CodePipeline, CodeBuild configuration and maintenance
  • Deployment Strategies: Blue-green, rolling, and canary deployments
  • Infrastructure as Code: Terraform, CloudFormation, Helm chart management
  • GitOps Workflows: Git-based deployments with environment promotion
  • Automated Testing: Integration with test suites, security scanning in pipeline
AWS CodePipeline AWS CodeBuild Helm Terraform CloudFormation GitHub Actions

Incident Response & Runbooks

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Structured incident response with documented procedures and continuous improvement.

  • Rapid Escalation: Priority routing to senior engineers for P1 incidents
  • Documented Runbooks: Step-by-step procedures for common scenarios
  • Escalation Paths: Clear escalation from first responder to technical lead to management
  • Post-Incident Reviews: Root cause analysis for all P1/P2 incidents
  • Continuous Improvement: Runbook updates based on incident learnings

Security & Patching

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Keep your systems secure with regular updates and continuous vulnerability management.

  • Security Patching: Timely application of OS and container image updates
  • Vulnerability Scanning: Automated dependency scanning (npm audit, Snyk), AWS Inspector
  • Access Reviews: Regular IAM policy audits, least-privilege enforcement
  • Secrets Management: AWS Secrets Manager, rotation policies
  • Compliance Monitoring: AWS Config rules, Security Hub integration

Backup, Recovery & Disaster Recovery

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Comprehensive backup strategy with tested recovery procedures.

  • Automated Backups: Daily database backups with point-in-time recovery
  • Cross-Region Replication: S3 versioning and critical asset replication
  • DR Runbooks: Documented procedures with defined RTO/RPO targets
  • Regular DR Drills: Periodic testing of recovery procedures
  • Infrastructure as Code: Environment reproducibility via IaC

Cost Optimisation

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Continuous cost review to keep your AWS spend efficient without sacrificing performance.

  • Right-Sizing: Regular review of instance utilisation with resize recommendations
  • Reserved Capacity: Analysis for Savings Plans and Reserved Instances
  • Spot Instances: Implementation for fault-tolerant workloads
  • Waste Elimination: Automated cleanup of unused resources
  • Cost Visibility: AWS Cost Explorer dashboards, budget alerts, monthly reviews

Onboarding & Transition

A structured handover process ensures continuity and minimises risk when transitioning services.

Phase 1: Discovery Weeks 1-2
  • Technical handover sessions with incumbent supplier or internal team
  • Access provisioning and environment familiarisation
  • Documentation review and gap analysis
  • Architecture assessment and dependency mapping
Phase 2: Shadow Period Weeks 3-4
  • Parallel support alongside outgoing team
  • Validation of runbooks and procedures
  • Knowledge capture and documentation updates
  • Monitoring and alerting configuration
Phase 3: Transition Weeks 5-6
  • Primary support responsibility transfer
  • Escalation paths established and tested
  • Initial improvement opportunities identified
  • Stakeholder communication channels confirmed
Phase 4: Stabilisation Weeks 7-8
  • Full operational ownership
  • Process optimisation based on learnings
  • Regular review meetings established
  • Continuous improvement roadmap agreed

Named Transition Manager

Dedicated point of contact throughout the onboarding process with weekly progress reports.

Risk Management

Maintained risk register with clear go/no-go criteria for each phase transition.

Knowledge Transfer

Comprehensive documentation handover ensuring no tribal knowledge is lost.

Technology Expertise

Deep experience with modern application stacks and AWS infrastructure.

Application Stack

Node.js TypeScript React Express

Full-stack JavaScript/TypeScript development with modern frameworks and best practices.

Container & Orchestration

EKS Kubernetes Docker Helm

Container orchestration, cluster management, and Helm-based deployments.

Database

DocumentDB MongoDB RDS DynamoDB

Schema design, performance tuning, and operational management for document and relational databases.

AWS Services

EC2 S3 Route 53 Secrets Manager QuickSight

Comprehensive AWS service expertise with certified professionals.

Compliance & Security

GDPR Compliance

Data protection procedures aligned with GDPR and UK Data Protection Act 2018. Support for DPIAs and data subject requests.

AWS Best Practices

Infrastructure aligned with AWS Well-Architected Framework security pillar and AWS security best practices.

Special Category Data

Experience handling sensitive data with appropriate access controls, encryption, and audit logging.

Need Managed Services?

Let's discuss how we can support your AWS infrastructure with defined SLAs and clear accountability.

99.5% uptime guarantee
30-minute P1 response
Proactive monitoring
Named account manager
Get in Touch