CloudCookies Enhanced Support

CloudCookies provides long-term Enhanced Support as an extension of your own teams and in addition to your existing vendor support for every engagement. Our enhanced support and technical account management package assists with platform and environment troubleshooting, incident, and problem management, impact remediation, and root cause analysis. Enhanced Support serves your entire team as a single support conduit for end-to-end deployment across administrators, supervisors, and leaders.

Includes

(2) Incident and Problem Cadence Meetings Per Month.

(1) CloudCookies Migration Readiness Assessment (MRA) Per Month

(4) Minor Changes to Existing Functionality Per Month (Examples: Configuration, Verbiage, Cosmetic)

Operational Excellence Run and Play Books Specific to Your Environment

Security

Shared Responsibility

Detective Controls

Monitoring and alerting

Minimum Access Guidelines

Best Practices Documentation

Development/DevOps/Support

Change Management and Performing Changes as Code

Incident and Problem Management

Monitoring and Alerting

AWS Enterprise Support Engagement

Quality, Assurance, and User Acceptance Testing

Best Practices Documentation

Resource On/Off-Boarding

Administrative Guides – Agent, Supervisor, Administrator, and Developer

Disaster Recovery (DR) and Business Continuity Plans (BCP)

Troubleshooting Run and Play Books Specific to Your Environment

Telephony/Carrier/Voice

AWS Infrastructure

Internet Service Provider (ISP)

Local LAN/WAN

Amazon Connect Contact flow/IVR

Call Quality/Softphone/WebRTC

CloudCookies Enhanced Support

$17% AWS Spendmonthly
  • $7,500 minimum

NOTE: New functionality and changes to existing functionality not included.

Customer First.

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