Cloud Operations

Cloud Operations FROM HELECLOUD™

The mission of our Cloud Operations Services is to help customers fully adopt AWS and really benefit from being on the cloud. We achieve that through a team of experts working closely with the customer’s team while our automations are ensuring the continuous operation of their business-critical environments.

We believe that every customer should have the opportunity to transform their processes and environments based on the five pillars of the AWS Well Architected Framework: Operational Excellence (DevOps and IaC), Security, Reliability, Performance Efficiency and Cost Optimisation.

Cloud Operations

HeleCloud’s Cloud Operations Tiers

At HeleCloud, we live and breathe AWS and want to know our customers feel covered. No matter the tier you choose, we manage your AWS environment, work on alarms and incidents 24/7 and maintain your infrastructure free of charge based on a Service Catalogue of core changes.

Essentials

Essentials is the entry tier we offer It is cost-efficient and suitable for companies that don’t operate 24/7 or are just starting their cloud journey. We deploy a minimum level of automations to maintain the environments and have monthly discussions on continuous improvement.

Advanced

The Advanced tier is excellent for enterprises with multiple production workloads and multiple teams across a single region or time zone.

The higher level of automations, including forecasting and anomaly detection, help secure our Resolution Time SLA’s. We meet with the customer’s team twice a month to prioritise the backlog and agree the future optimisations.

Premium

Our Premium Tier is designed for mission-critical workloads operating in one or more regions that need to operate 24 x 7 for all support options. It ensures zero downtime, close attention and full automation and immutability. We include RTOs, RPOs, service credits and detailed dashboards on the service and infrastructure.We will meet with your team every week and work closely together to balance the immediate needs of business as usual with the strive towards modernisation of the processes and infrastructure.

Essentials

Operational Excellence

IaC

Security

  • Once-a-month patching
  • SecurityHub CIS controls remediation
  • MFA Auto-enforcement

Reliability

  • Daily backups kept 30 days
  • Availability monitoring

Performance Efficiency

Performance dashboards

Cost Optimisation

Budget alarms monitoring

Advanced

Operational Excellence

IaC

Security

  • Custom patching
  • SecurityHub with CIS proactive monitoring and remediation

Reliability

  • Anomaly detection
  • Custom backup regime

Performance Efficiency

Performance monitoring

Cost Optimisation

  • Cleanup of orphaned resources
  • Cost forecasting
  • Cost anomaly detection

Premium

Operational Excellence

IaC + code collaboration

Security

  • Automated vulnerability scans
  • Unlimited SecurityHub controls
  • Automated SecurityHub remediations

Reliability

  • RTOs and RPOs based on annual failover testing
  • Cross-account and cross-region backups
  • Predictive monitoring

Performance Efficiency

  • Performance forecasting
  • Metric correlation

Cost Optimisation

  • Automated stop/start of environments
  • Automated deletion of resources

Essentials

Monitoring and response to Incidents and Alarms

24/7

Working Hours for Service Requests, Change Requests and Problem Records

9-17h GMT Mon-Fri

Operational Meeting

Monthly - 30min

Service Review Meeting

Quarterly - 1h

Ad-hoc Meeting

2 per quarter

Service Reports

SLAs and Ticket Volumes

Service Levels

Time to First Response

Advanced

Monitoring and response to Incidents and Alarms

24/7

Working Hours for Service Requests, Change Requests and Problem Records

  • 8-20h GMT Mon-Fri
  • Scheduled change implementations outside the Service Window

Operational Meeting

Fortnightly - 30min

Service Review Meeting

Monthly - 1h

Ad-hoc Meeting

3 per quarter

Service Reports

  • KPIs and volume trends
  • Quarterly highlights and improvement initiatives
  • Cost dashboard

Service Levels

Time to Resolve

Premium

Monitoring and response to Incidents and Alarms

24/7

Working Hours for Service Requests, Change Requests and Problem Records

24/7

Operational Meeting

Weekly - 45min

Service Review Meeting

Monthly - 1h

Ad-hoc Meeting

6 per quarter/ 2 per month

Service Reports

  • Custom reports
  • Performance dashboard
  • Monthly highlights and improvement initiatives

Service Levels

Service credits between 5% and 20% of the Cloud Operations monthly bill, returned as billable work