AWS Monitoring and Support

Rebura offer 24×7 monitoring and support, with a 15-minute SLA. All of our monitoring and support services are built around being pro-active and resolving potential issues before any downtime.
Unrivalled support for your cloud environment
Not every business has the capacity or technical expertise required to effectively manage their AWS environment alone.
Rebura provides 24/7 monitoring and problem resolution, delivering robust, reliable support for your cloud environment. We know a proactive approach to monitoring infrastructure is the best way to minimise downtime. With our comprehensive 24/7 monitoring, we’re able to get ahead of many potential issues that might crop up. But even with the best defences, problems can sometimes arise. That’s why our team is available around the clock to offer unrivalled support and deal with issues fast.
With Rebura in your corner, you’ll be assigned both a Solutions Architect and a Dev-Ops Engineer who will be your first points of contact for any technical issues. Of course, you’ll have the backing of the entire team, but we believe it’s important to have go-to support contacts who get to know your business and your system inside-out so they can find solutions to your issues as quickly and efficiently as possible. The Rebura support desk can be contacted via phone, email, or through our web portal. All support requests are assigned a ticket for reference; users can access their outstanding tickets through the web portal to check for updates and estimated completion times.

Some of the other features you can expect when using Rebura for Monitoring and Support include:

Account management​

All customers will be assigned a Technical Account Manager, who’ll be your day-to-day point of contact for all non-support related queries including security and cost processes.

Well-Architected Framework alignment

We’ll keep your environment (including IAM) aligned with the AWS Well-Architected Framework for maximum efficiency.

OS management

Rebura will work with you to understand your OS requirements and build/manage your OS, ensuring that configuration, patches, and security issues are under control.

Database management

We’ll provide support for Amazon Relational Database Services including Aurora, Redshift, and DynamoDB.

Cost optimisation

We’ll use our optimisation toolset to help you cut down monthly billing and get the greatest value from your AWS services.

General support

Including dealing with any issues, major and minor incident management, and delivering Root cause analysis (RCA).
Service Desk Operating Hours and SLAs

Our Managed Service Desk operates Monday to Friday from 08.30 – 17.30. We also offer 24/7 support upon request to deal with critical issues—we can build a custom Service Level Agreement to fit your business. Here’s an example of an SLA we recently put together for a client:

CRITICAL

CRITICAL

Any issue leading to downtime or severe functionality and service loss

SLA hours: 08.30 – 17.30

Response time: 30 mins

HIGH

HIGH

Issue causing loss of non-critical functionality

SLA hours: 08.30 – 17.30

Response time: 4 hrs

MEDIUM

MEDIUM

Modification to AWS service, non-service affecting issues and errors, End user issues for non-critical updates or problems

SLA hours: 08.30 – 17.30

Response time: 8 hrs

REQUEST

REQUEST

Any request for information

SLA hours: 08.30 – 17.30

Response time: 24 hrs

SUPPORT ONBOARDING

We understand that every AWS is unique & that’s why our onboarding is personalised to you. During our support onboarding Rebura will understand the full environment, we’ll work with you to understand where you currently are and where you want to be, looking at things like:

  • General account Reviewing settings such as access, users, and security configurations
  • Network discovery Investigating the current network architecture and document setup, including dependencies and inbound/outbound connectivity
  • Server/service discovery Documenting full system including functions, dependencies, and patching schedules modules
  • Applications Creating or review application workflows, discussing functionality with application owners, and understanding how the applications interact with the infrastructure
  • Code delivery Documenting how code is deployed, including any pipelines, and comprehending the development team and methodologies used
  • Documentation Creating risk registers, and network and infrastructure schematics

MONITORING

Rebura monitor your infrastructure using a combination of built-in AWS CloudWatch and our own bespoke monitoring systems.

Installation of this monitoring system consists of:

  • Creation of AWS CloudWatch dashboards and activation of detailed monitoring where required
  • Creation of AWS CloudWatch alerts and relevant SNS topics for alerting
  • Creation of alerting database based on discussions with you
  • Testing of alerts and monitors
  • Discussion regarding regular data required by you

We’ll work with you throughout the discovery process to determine which areas of your cloud environment should be monitored, but typically these include:

EC2 disk usage, memory usage, CPU utilisation, swap information, network in\out and errors, uptime and AWS status checks, Elastic Load Balancing Healthy Host count, queue length and latency, HTTP responses, spillover capacity and response time.

Case Study

Saragossa engaged Rebura to help move their IT Systems forward and improve the efficiency of their staff.

The initial phase included creating and implementing a backup and DR solution on AWS, Office 365, files stored on Amazon EBS, security audits and improvements including managed anti-virus and Mimecast. The initial engagement proved so successful, Saragossa now outsource all tech and IT requirements to Rebura, including on-going support.

Find out how we can help your business

We love talking passionately about how the cloud can help transform your business. Whether an existing or new cloud infrastructure, why not sit down with us and see how you could benefit?