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OPERATIONS

FEATURES
BASIC
PROFESSIONAL
ENTERPRISE
24/7 Support (Ticketing and Chat)
24/7 Monitoring (NOC)
Change Management
Incident Management
Problem Management
Continuous Well Architected Reviews
Monthly Review Meetings
Gamedays
Self Service Portal

SECURITY

FEATURES
BASIC
PROFESSIONAL
ENTERPRISE
24/7 Monitoring (SOC)
Infrastructure Security Scanning and Assessment
OS Security Scanning and Assessment
Application Security Scanning and Assessment
Security patching of OS
CI/CD (Security and Implementation)
Continuous Compliance

OBSERVABILITY

FEATURES
BASIC
PROFESSIONAL
ENTERPRISE
24/7 Monitoring (NOC)
Log Management
Application Monitoring
Slack Alerts
SMS Alerts

COMMUNICATION

FEATURES
BASIC
PROFESSIONAL
ENTERPRISE
Monthly Reporting
Phone Support
Slack Support
Microsoft Teams Support
Customer Portal

ENTERPRISE SLA

FEATURES
PRIORITY
RESPONSE TIME
RESOLUTION TIME
Service not available (all users and functions unavailable. Ex: Server down, service unresponsive).
1
<= 15 minutes
<= 4 hours
Significant degradation of service (large number of users or business critical functions affected).
2
<= 15 minutes
<= 4 hours
Limited degradation of service (limited number of users or functions affected, business process can continue).**
3
<= 1 hour
<= 12 hours
Minor service degradation (business process can continue, one user affected).**
4
<= 2 hours
<= 24 hours
New Work Requests, new work, change requests. **
N/A
<= 4 hours
N/A

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Office 3116, Al Shatha Tower, Al Safouh, Dubai Media City, Dubai, United Arab Emirates

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