Oxfred Support for AWS Features

Oxfred Support TM provides two distinct support models (Dedicated and Optimised) so that you can select the most appropriate one for your AWS environment(s).

Oxfred Support Features for all customers:

Support & Incident Response	Oxfred Support™ Dedicated	Oxfred Support™ Optimised
24x7x365 support from 100% certified AWS engineers
Phone and internet based access to Oxfred Support™
Mission critical incident response process
Access to Oxfred Engineers with AWS Professional level certification*
Access to Senior Solution Architect at AWS
Rebate-backed SLA maximum response times for Severity 1 (Service Down or Unusable)Acknowledge = 15 minutes maximumResponse = 1 hour maximumRepair = 4 hours maxiumumAnalyse = 24 hours maximumMore information on Oxfred Support™
AWS Enterprise Supporthttp://aws/amazon.com/premiumsupport/enterprisesupport/

*Access to Oxfred Support may include contact restrictions

Monitoring & Issue Resolution	Oxfred Support™ Dedicated	Oxfred Support™ Optimised
24 x 7 Monitoring of services including notifications by email, SMS as selected by the customer
24 x 7 Host down response
24 x 7 Application and database monitoring
24 x 7 Proactive troubleshooting and escalation
Incident resolution and problem analysis
99.95% claimable uptime (cloud infrastructure)

Governance & Change Control	Oxfred Support™ Dedicated	Oxfred Support™ Optimised
Best practices identity access and permission management, certified and audited to AWS Best Practices standards
Security certifications and compliance
Best practices AWS account configuration
Security group and virtual network management

Administration	Oxfred Support™ Dedicated	Oxfred Support™ Optimised
Provisioning, configuration and deployment management
Server storage and database snapshots (EBS & RDS)
Convenient billing reports, cost summaries, and cost centre aggregation into a single invoice in AUD or USD
Operating system management
Automated patch management
Proactive Application and Database service monitoring, alert management, and reporting
Cloudwatch performance monitoring & alert management and reporting
Best Practices AWS CloudTrail configuration for tracking & auditing

Advisory	Oxfred Support™ Dedicated	Oxfred Support™ Optimised
Event management
Advanced AWS Operational Intelligence on usage, performance, governance and cost
Customised incident response process development and maintenance*
Custom patch management*
Change control process development and maintenance*

* Complex environments or requirements may require professional service fees

Optimisation	Oxfred Support™ Dedicated	Oxfred Support™ Optimised
Analyse and optimise infrastructure		*
Cost optimisation		*
Policy and governance-based reporting		*
Scheduled actions (backup, power off/on, scale		*
Identify ways to increase reliability and efficiency		*

*Monthly allocation of hours available for use across the items listed above and many more