Sold by: BSP Cloud
BSP Cloud monitors your AWS infrastructure with New Relic and Amazon CloudWatch and handles incidents according to your support plan. Basic Support covers infrastructure monitoring and incident handling at the AWS infrastructure layer, including cases with AWS Support. Advanced Support adds log correlation and Level 1–3 incident resolution with root cause analysis (RCA).
Overview
Monitoring only helps when someone acts on the alerts — and everyone knows who that is.
BSP Cloud monitors your AWS infrastructure and handles incidents under one of two support plans: Basic Support or Advanced Support. Each plan follows a responsibility (RACI) matrix that defines what BSP Cloud does and what remains with your team.
Basic Support
Scope is limited to the AWS infrastructure layer. BSP Cloud deploys and manages New Relic infrastructure sensors and native AWS monitoring (CloudWatch), with dashboards, alarms and alerts. Findings from AWS Security Hub, Amazon GuardDuty and AWS KMS are enabled, monitored and reported. AWS service logs (CloudTrail, Config) are enabled, collected and centralized. Incidents are handled at the AWS infrastructure layer, with cases opened and followed up with AWS Support.
Incidents in the operating system, application or platform remain with your team, as do application monitoring (APM, application logs, user experience) and operating system and application logs. New Relic infrastructure sensors are installed and maintained by BSP Cloud; work on the operating system is limited to installing and updating the agent.
Advanced Support
Advanced Support adds log correlation and Level 1–3 incident resolution. BSP Cloud monitors, identifies and fixes those incidents, keeping your team informed of status and root cause analysis (RCA). Logs are collected, centralized and correlated (CloudTrail, Config), with monthly reports. Your application remains your team's responsibility; BSP Cloud provides technical support for integration when it involves infrastructure or AWS resources.
What both plans include
Monthly health and performance reports with metrics, incidents, recommendations and SLA indicators.
Highlights
- Infrastructure monitoring with New Relic and CloudWatch. BSP Cloud deploys and manages dashboards, alarms and alerts. Your team receives the alerts and monthly reports.
- Incident support by plan. Basic Support handles incidents at the AWS infrastructure layer and follows up cases with AWS Support. Advanced Support monitors, identifies and fixes incidents at Levels 1–3.
- Monthly health and performance reports. Metrics, incidents and recommendations consolidated every month, with SLA indicators.
Details
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Introducing multi-product solutions
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Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
Content disclaimer
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Support
Vendor support
Support is provided by BSP Cloud through the following channels:
- Email: suporte@bspcloud.com — open to clients and prospective buyers. This is the channel to use before your service desk access is provisioned.
- Phone: +55 11 2369-9974.
- Service desk: https://bsp.freshservice.com — every client receives an account during onboarding, after the engagement starts. This is the recommended channel for incidents once your access is active.
Incidents are handled according to your support plan. In Basic Support, BSP Cloud handles incidents at the AWS infrastructure layer and opens and follows up cases with AWS Support. In Advanced Support, BSP Cloud monitors, identifies and fixes incidents at Levels 1–3 and keeps your team informed of status and root cause analysis (RCA).
After a private offer is accepted, BSP Cloud contacts your team within 2 days to schedule onboarding and provision service desk access.