BSG CloudOps & ITSM Support for AWS

BSG CloudOps & ITSM Support for AWS gives you access to BSG cloud engineers on a monthly hour basis, without having to hire and retain an in-house cloud operations team. Work is requested and tracked as tickets through an ITSM process, which BSG can set up for your organization. BSG has been an AWS Advanced Partner since 2015.

CloudOps: change requests such as configuration changes, resource provisioning and removal, and scaling and capacity adjustments; incident response for AWS infrastructure and applications; security issue response such as access-log investigation, IP blocking and patching; monitoring and alert configuration; and operational documentation.

ITSM: design and setup of an ITSM workflow tailored to your organization - request intake, approval, change and incident handling, and effort tracking - on your existing ticketing tool, followed by handling your requests through that workflow with planned and actual effort recorded per ticket and monthly usage reports. Initial ITSM setup is performed during onboarding and counted against the contracted hours.

Engagement model: three tiers - Shared, Semi-dedicated and Dedicated - based on how engineers are assigned to your environment, combined with a monthly hour allocation agreed in a private offer. Hours used beyond the allocation are provided under a separate private offer. 24x7 monitoring operations (NOC) and new development or consulting projects are not included and can be contracted separately.

This professional service relates to AWS services including Amazon EC2, Amazon VPC, Amazon EKS, Amazon RDS, Amazon S3, AWS IAM, AWS CloudTrail, Amazon CloudWatch and AWS Systems Manager. Customers are responsible for any AWS infrastructure charges incurred in their accounts outside of this AWS Marketplace transaction.