Service desk

Service desk

AWS Managed Services offers unlimited incidents and service request interactions with responses within 15 minutes, and incident restorations within 4 hours, depending on the SLAs. You have 24 x 7 access to our team of Cloud experts via web case, phone, or chat.

Incident management

AWS Managed Services helps protect your organization's information, as well as its infrastructure, with our incident response and resolution capabilities. AMS proactively detects security and availability issues, and offers unlimited incident response across AWS. Our team of cloud experts are here to investigate, remediate, and "resolve your issues."

Service request management

Create unlimited Service Requests for information on how to use AWS Managed Services, trouble shoot operational issues that are not an incident, and receive guidance on operational integration for your workloads. Contact our team of cloud experts via web case, phone, or chat.

Incident Detection and Response

AWS Incident Detection and Response is an add-on to Enterprise Support that offers 24x7 proactive monitoring and incident management for subscribed or onboarded workloads. AWS Incident Detection and Response is available at no additional charge in eligible regions for AWS Managed Services direct customers with AWS Enterprise Support.

Operational monitoring

Operational monitoring

AWS Managed Services monitors the logs and metrics of your AWS resources 24x7 to detect performance and availability issues. After receiving an alert, AMS combines automated remediations, cloud experts, and processes to bring the resource back to a healthy state and engages with your teams to convert insights into learnings on how to prevent this behavior in the future.

AWS Health integration

AWS Managed Services monitors the performance and the availability of AWS services, regions,   and accounts using AWS Health. We work with you to prepare for planned activities and to respond to events in progress.

Backup management

Backup and restoration

AWS Managed Services helps you back up critical information on a regular basis and assists with a timely recovery using a proven methodology. You define the backup schedules, frequency, and retention period while AWS Managed Services initiates and monitors all backup jobs.



Cost optimization

Cost optimization

Your AWS Managed Services Cloud Service Delivery Manager provides monthly recommendations to optimize your AWS usage and cost to ensure you get the most out of your AWS investment.



AWS Managed Services aggregates and stores all logs generated as a result of all operations in Amazon CloudWatch, AWS CloudTrail. Consistent log handling prevents tampering and makes it faster and easier for us and customers to audit, detect, and resolve issues. AWS Managed Services also records all changes executed inside the account and provides pre-built queries that help in tracking resource changes over time.



AWS Managed Services provides customers with a monthly service report which summarizes key performance metrics of AMS. It includes an executive summary and insights, operational metrics, SLA adherence, and financial metrics around spend, savings and cost optimization. Reports are delivered by an Cloud Service Delivery Manager (CSDM) designated to the customer.

Service delivery

Service level management

AWS Managed Services offers two tiers of service levels, Plus and Premium, to meet the operational requirements for different types of workloads. The Plus services level is targeted for production non-critical workloads, and the high higher service levels of Premium tier are targeted for workloads that need faster response and resolution, such as business critical applications. Credits are provided for non-conformance to SLAs for each tier, and customers have the flexibility to choose between the tiers per account on a monthly basis.

Cloud Service Delivery Manager

AWS Managed Services designates a Cloud Service Delivery Manager (CSDM) who provides visibility, recommendations, escalation channel, and reporting through all phases of the operations lifecycle including onboarding and migration. CSDMs conduct monthly business reviews and provide insights such as financial spend, cost-saving recommendations, service utilization, and risk reporting.

Cloud Architect

AWS Managed Services designates a Cloud Architect (CA) who provides technical expertise to navigate the operational challenges of cloud computing. They help identify candidate workloads from the application pipeline, on-board accounts, lead game days, disaster recovery testing, perform disaster recovery testing, and provide problem management and architectural guidance.


Patch management

AWS Managed Services applies and installs updates to Amazon EC2 instances for supported operating systems during your chosen maintenance windows. AMS creates a snapshot of the instance prior to patching, monitors the patch installation, and notifies you of the outcome. In case of patching failures, AMS investigates the failure, tries to remediate it, or rollbacks the instance if needed.

Access management

AWS Systems Manager Sessions Manager

AWS Managed Services uses proven automations to perform operations activities to minimize manual touch points and security risks. Amazon EC2 instance access, during incidents or in response to service requests, is managed using AWS Systems Manager Sessions Manager to ensure logging and audit trails.

Security management

Security monitoring

AWS Managed Services protects your resources with AWS security tools optimized to reduce noise and to identify indications of an upcoming security incident. AWS Managed Services leverages Amazon GuardDuty to identify potentially unauthorized or malicious activity in your AWS environment and Amazon Macie to protect your sensitive data such as personal health information (PHI), personally identifiable information (PII) and financial data.

Security conformance

AWS Managed Services keeps your AWS infrastructure secure by deploying a library of controls aligned with the National Institute of Standards and Technology (NIST) and the Center for Internet Security (CIS) security frameworks. These rules continuously check that your existing and new resources are conformant with these security frameworks.