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Architect

Engage with our team of certified AWS experts who will consult with you on your cloud solution and deliver an architecture that meets your objectives.

Migrate

Cloudly offers two solutions to get you to the cloud fast: Quick-Start and On-Demand. Pre-configured packages are engineered to AWS best practices, custom built to your requirements.

Manage

As an audited and certified Managed Service Partner for AWS, our team will watch over your cloud infrastructure helping you to optimize performance.

WHAT WE OFFER IN THE PACKAGE?


Silver Package (15%)

Service Specification

Priority

Description

Target Response Time

Target Update Time

Target Fix Time

P1

Production environment unusable/Production cloud servers inaccessible

3 hours, Provider’s executive notified of issue

6 hours

Immediate – work commences and continues until issue resolved or workaround deployed

P2

Partial environment functionality unusable/Partial service unavailable

8 hours

2 days

2 days, subject to available maintenance slot

P3

Cosmetic issue

3 working days

3 working days

Next software release/service update

P4

Information request

4 working days

4 working days

n/a

 


Gold Package (20%)

Service Specification

Priority

Description

Target Response Time

Target Update Time

Target Fix Time

P1

Production environment unusable/Production cloud servers inaccessible

2 hours, Provider’s executive notified of issue

4 hours

Immediate – work commences and continues until issue resolved or workaround deployed

P2

Partial environment functionality unusable/Partial service unavailable

4 hours

1 day

2 days, subject to available maintenance slot

P3

Cosmetic issue

2 working days

2 working days

Next software release/service update

P4

Information request

3 working days

3 working days

n/a


Platinum Package (25%)

Service Specification

Priority

Description

Target Response Time

Target Update Time

Target Fix Time

P1

Production environment unusable/Production cloud servers inaccessible

2 hours, Provider’s executive notified of issue

2 hours

Immediate – work commences and continues until issue resolved or workaround deployed

P2

Partial environment functionality unusable/Partial service unavailable

3 hours

6 hours

2 days, subject to available maintenance slot

P3

Cosmetic issue

1 working day

1 working day

Next software release/service update

P4

Information request

2 working days

2 working days

n/a