Sold by: Switch Software
Switch provides end-to-end operational support and continuous improvement for AWS-based infrastructure and applications, ensuring stability, security, and performance in production environments. The service includes monitoring, incident management, maintenance, and a 360° support model that enables ongoing enhancements and optimization without requiring separate development projects.
Overview
Switch provides a comprehensive managed service for operational support, maintenance, and continuous improvement of AWS-based infrastructure and applications in production environments. The service is designed to ensure system stability, security, scalability, and performance through proactive monitoring, incident management, and structured operational processes aligned with business-critical requirements.
Our support model includes multi-level incident management with SLA-driven response times, proactive monitoring and alerting using AWS-native services such as Amazon CloudWatch, and structured escalation procedures to ensure rapid issue resolution. Maintenance activities cover infrastructure patching, backup and disaster recovery management, security and vulnerability remediation, and performance optimization. The service also incorporates cost management practices, enabling customers to optimize cloud spend while maintaining performance and reliability.
In addition to core support capabilities, Switch offers a 360° support model that enables continuous evolution of the solution. This includes the delivery of small-scope enhancements, functional improvements, and optimization initiatives within the same support engagement, eliminating the need for separate development projects. Continuous improvement is driven by performance monitoring, operational analytics, and customer feedback, with regular optimization cycles and strategic reviews.
The service supports a wide range of AWS services and architectures, including compute (Amazon EC2, AWS Lambda, Amazon ECS/EKS), storage (Amazon S3), databases (Amazon RDS, Amazon Aurora), networking (Amazon CloudFront), and security services (AWS IAM, AWS WAF), among others. It is adaptable to different levels of business criticality through flexible support plans (Standard, Extended, and Premium), with optional 24/7 coverage and dedicated technical resources.
For solutions incorporating Generative AI, additional operational capabilities are included, such as monitoring of model performance and output quality, prompt and context optimization, cost control for inference workloads, and governance of third-party foundation model dependencies (e.g., Amazon Bedrock). This ensures reliable, secure, and cost-efficient operation of AI-powered applications in production.
Highlights
- Flexible support plans (Standard, Extended, and Premium) tailored to different business needs and workload criticality, allowing organizations to choose the right level of coverage, responsiveness, and operational support.
- Scalable service model, priority SLAs, and dedicated technical resources, enabling customers to align support capabilities with evolving operational demands.
- 360° support overlay that adds continuous improvement and small-scope enhancements within the same engagement, providing a balance between operational stability and ongoing solution evolution.
Details
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Support
Vendor support
Switch provides structured operational support through multiple channels, including email (support@switchsoftware.io ), dedicated collaboration tools (e.g., Slack), and phone support for high-severity incidents. Support coverage and response times are defined according to the selected plan (Standard, Extended, or Premium), with optional 24/7 availability for business-critical workloads.
Incidents are managed based on severity levels (P1–P4) with SLA-driven response and resolution times. Critical issues (P1) receive immediate attention with rapid escalation to senior technical resources, while lower-severity requests are handled through standard support workflows and scheduled resolution.
Each customer engagement includes defined escalation procedures, access to technical specialists, and regular communication throughout the incident lifecycle. Premium plans include a dedicated technical point of contact and proactive support.
Ongoing support also includes monitoring, maintenance, and continuous improvement activities, with regular service reviews and optimization recommendations. Customers may access support services via ticketing, email, or real-time communication channels, ensuring timely and effective issue resolution.