ZenSource will provide a dedicated team, assigned to your account to provide you with a direct line of contact and support for your ZenCloud environments. This dedicated team is onshore in the U.S., aligns to your business hours of operation and has direct expertise and familiarity with your ZenCloud solutions to provide a personalized and high touch level of support. Unlike 24x7 support for uptime and security monitoring, these resources provide an extra layer of senior consulting to help you scale your ZenCloud AWS environment.
This support includes consulting to help make strategic recommendations on cloud architecture, as well as provide advisory support for ZenCloud maintenance needs related to your hosted applications or triaging environment issues that may arise. It also involves assessment, diagnosis, and recommended resolution of application faults and performance issues related to server architecture specific needs. With aggressive SLA-based responses support includes dedicated, fractional infrastructure team allowances for:
- AWS site setups, hardware support and logging
- AWS related configuration changes
- Facilitating support and remediation for third party assessments, penetration and vulnerability tests
- Analyzing traffic patterns to identify bot traffic and refine WAF and IDS rule based on that traffic
As part of this service, your team consisting of an AWS certified cloud architect will engage with dedicated, weekly time to support the needs of your team.
- 1 day of dedicated support/mo
- Cloud Architecture performance consulting and best practices guidance
- Cloud performance debugging support
- AWS site setups, hardware support and logging
- AWS related configuration changes including DNS changes, redirects
- Whitelisting new IP addresses, APIs and permission changes for client ZenCloud users
- Facilitating support and remediation for third party penetration and vulnerability scans
- Support client provided security assessments and annual updates of such assessments
- Integrated Client Success Manager
- Ticketing System access
- 3 business day turn around for low to medium requests and 1 day turn around for high to critical
- 2 days of dedicated support/mo
- Includes everything from Premium Support plus…
- Security & compliance consulting
- Analyzing traffic patterns to identify bot traffic and refine WAF and IDS rule based on that traffic
- Bi-weekly status meetings
- 2 business day turn around for low to medium requests and 1 hour turn around for high to critical
- 3 days of dedicated support/mo
- Includes everything from Premium Support Plus, plus…
- Weekly meetings
- Shared Slack channel
- 1 business day turn around for low to medium requests and 1 hour turn around for high to critical
Custom days of support, deliverables, SLAs and communication plans can be defined based on the unique needs of your busines
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