The service includes resource monitoring, maintenance, configuration and operations, cost and compliance optimization in your AWS Cloud. The service consists of the AWS Managed Base Account service that ensures to operation of AWS basic services. By tagging or labelling resources in AWS, add-on services e.g. for operating virtual machines (Managed Compute) in AWS can be booked.

The pricing model is based on a fixed basic fee and a variable component. The variable component is calculated based on a percentage of AWS Cloud consumption of AWS resources managed by Bechtle. Costs for non-contractual service (extended administration) such as implementing changes may also arise.

Overarching Service Components

• Incident Management: Error checks and issue resolution, integration of vendor support and system checks.
• Request Fulfilment: Processing Service Requests and implementing standard changes.
• Change Management: Carrying out configuration changes after customer approval and adapting documentation after a change.
• Problem Management: For the listed services.
• Release Management: Installation of security and feature updates and bug fixes dependent on the managed AWS service.
• Service Management: Provisioning of a Customer Success Manager as a central contact and for conducting regular Service Review Meetings (according to agreed service level).
• Cost Optimization: Cost optimization in your AWS Managed Base Account for the booked add-on services.
• Compliance Checks: Conducting and monitoring compliance checks for the booked add-on services.
• Self-service Portal: Provisioning of a Cloud Management Platform for the creation of standardized cloud resources (virtual machines) and for the review of cloud costs and compliance.
• Single Point of Contact: Provisioning of a Service Desk for the opening of incident and service requests for the listed AWS services incl. incident / service request forwarding to 2nd or 3rd level (vendor support).

Add-On Services

• AWS Basic Service
  • Organizations
  • Personal Health
  • Trusted Advisor
  • IAM
  • SSO
  • Control Tower
  • CloudWatch
  • Budgets
  • Cost Explorer
• AWS Managed Compute
  • EC2 (Compute & Auto-Scaling)
  • Elastic Load Balancing
  • Compute Optimizer
  • AWS Backup
  • Lightsail
  • AWS Config
  • Systems Manager
• AWS Managed Networking
  • VPC
  • Route53
  • CloudFront
  • Global Accelerator
• AWS Managed Database
  • RDS
  • DynamoDB
  • ElastiCache
  • AWS Backup
• AWS Managed Storage
  • S3
  • EFS
  • FSx
  • EBS
  • S3 Glacier
  • AWS Backup
  • Storage Gateway
• AWS Managed Container
  • EKS
  • ECS
  • Fargate
  • ECR
• AWS Managed Security
  • GuardDuty
  • Inspector
  • AWS WAF
  • Firewall Manager
  • KMS
  • Secrets Manager
  • Shield

Service Levels

• Essentials
  • Service hours: 08:00 - 17:00 (CET)
  • Response time:
    • Prio A - 1 hr
    • Prio B - 4 hrs
    • Prio C - 24 hrs
  • Service meeting: Annually
• Advanced
  • Service hours: 06:00 - 18:00 (CET)
  • Response time:
    • Prio A - 0.5 hr
    • Prio B - 2 hrs
    • Prio C - 24 hrs
  • Service meeting: Quarterly
• Premium
  • Service hours: 00:00 - 24:00 (CET)
  • Response time:
    • Prio A - 0.25 hr
    • Prio B - 1 hr
    • Prio C - 24 hrs
  • Service meeting: Monthly