CX Managed Services: Amazon Connect Platform Operations

CX Managed Services operates a dedicated Amazon Connect platform inside your own AWS Organization, under your keys and your CloudTrail, for one flat monthly fee. The fee covers engineering, monitoring, patching, incident response and routine change (queues, prompts, routing, hours and skills), with no per-seat licensing and no professional-services invoice for every change. Everything runs as code on proven blueprints, with no console changes.

Onboarded in weeks, run for the long term:

• Onboard (weeks 1-2): we stand up the platform as code inside your AWS account: your keys, your CloudTrail.
• Commence (week 3): SLA baseline, runbooks and 24x7 coverage go live, with named owners assigned.
• Run (ongoing): monitored, patched and changed on committed timelines, with routine change included rather than quoted.
• Report (monthly): health reporting, business reviews and audit evidence on demand.
• Grow (when ready): add new lines of business or additional capabilities on your terms.

What's included: a named Lead Platform Engineer who owns your platform and a Service Manager who owns the commercial relationship; 24x7 monitoring, incident response and security patching on SLAs backed by service credits; routine change included in the monthly fee; and an always-auditable environment, with evidence produced when you ask.

One flat fee, two levels of coverage, quoted per account:

• Standard, for active or AI-enabled operations with steady change: single region with Dev and Prod environments; 30-minute Sev-1 response and 6-hour resolution target; 15 routine changes a month on a 3-business-day turnaround; a named Lead Engineer plus shared Connect engineering; monthly health report and quarterly business review.
• Mission-Critical, for high-volume operations where an hour of downtime is a board-level event: everything in Standard, plus two regions active-standby with Dev, Test, Prod and disaster recovery; 15-minute Sev-1 response and 3-hour resolution target; 30 routine changes a month on a 1-business-day turnaround; a dedicated Connect engineer; weekly scorecard and monthly executive review; and ongoing control mapping and audit evidence for the platform we operate.

You own the platform, the code and the data. Exit is a term, not a negotiation: nothing ever left your AWS Organization, so there is nothing to migrate. CXBuilder is an Amazon Connect Service Delivery designated and AWS Advanced Tier partner, with 99.9%+ monthly uptime across the CX platforms under our management, on FedRAMP Moderate inheritance mapped to HIPAA, PCI or SOC 2.