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.
(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
- $17,500 minimum
NOTE: New functionality and changes to existing functionality not included.
