AWS Cloud Support & Managed Operations

We offer three standard support tiers Basic OPS, Business OPS, and Enterprise OPS alongside a fully Custom OPS tier for organisations with specific requirements around response times or out-of-hours coverage.

• Basic OPS: Entry-level support for smaller, non-critical platforms with lighter operational needs.
• Business OPS: Proactive monitoring and regular operational maintenance for business platforms, with a monthly support allowance and telephone access.
• Enterprise OPS: For business-critical platforms requiring faster response times, greater support resource, and heightened operational rigour.
• Custom OPS: Bespoke arrangements including extended hours and tailored SLAs.

Our modular service structure means your agreement is built around what your platform actually needs:

• Helpdesk Support: Raise and track support issues via our online portal, email, or telephone. All issues are triaged by severity, with defined response and resolution timescales for High, Medium, and Low priority issues.

• Cloud Monitoring & Management: Continuous oversight of your AWS environment, covering performance, availability, cost efficiency, and anomaly detection. We combine automation with manual intervention to keep your platform operating optimally.

• Codebase Protection: Regular scrutiny and updating of your software's source code to identify and resolve vulnerabilities, ensuring compliance with current coding standards.

• Cloud Security: Proactive management of your AWS security posture using AWS Security Hub, best-practice access controls, encryption, and continuous audit log monitoring.

• Disaster Recovery: Encrypted, secure backups held off-environment with defined Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO). Backup restoration is tested annually.

• Annual Health & Performance Audit: A full AWS Well-Architected Framework Review of your environment each year, covering all six pillars: Operational Excellence, Security, Reliability, Performance Efficiency, Cost Optimisation, and Sustainability.

• For IoT and edge-device platforms, we also offer Fleet & Device Monitoring, Fleet & Device Security, and Solution Hire modules.

Support is available during UK business hours (9am–5pm GMT, Monday to Friday), however other timezones can also be supported on request. Issues can be raised via our online portal at https://support.green-custard.com , by email, or by telephone.

Each support tier includes a monthly support allowance. Where new development is identified as part of support activity, it is clearly flagged and handled separately, your support budget is protected for genuine operational work.

We work with scaling businesses and established enterprises across sectors including commodities trading, manufacturing, energy and utilities, media and many others. Whether you built your platform with us or elsewhere, we can onboard and support it.

If we don't have prior familiarity with your application, we'll complete a structured onboarding activity to get up to speed before your agreement commences, ensuring we can support you properly from day one.

• Advanced AWS Partner with broad platform support experience across IoT and non-IoT solutions
• Modular, transparent agreements - pay for what you need
• Proactive monitoring, not just reactive firefighting
• Annual Well-Architected Reviews included at Enterprise tier
• Dedicated Customer Success Manager and named support team
• UK-based, operating to clear SLAs with defined escalation paths