AWS Cloud Professional Services
OVERVIEW
Amazon Web Services (AWS) Cloud Operations Professional Services provides expertise, delivery, utilization and support for native cloud services offered by OIT.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below.
Customer Benefits
Dedicated Support & Service
In-house support and service for native cloud solutions
Enterprise Support
Strong vendor account relationships backed by enterprise support programs
Transparency
Monthly cadence for utilization reporting, cost transparency, and efficiency
Service Description
Expertise, delivery, utilization, and support for native cloud services
Agencies will receive the following standard services for delivery and support for Amazon Web Services cloud platform IaaS (Infrastructure as a Service), SaaS (Software as a Service) and PaaS (Platform as a Service) services:
Cost Estimation and Forecasting - Project estimation, cost forecast estimation based on cost history and quotes for eReq and IA PO renewals.
Cost Chargeback and Maintenance - Cost transparency, ensuring accurate chargeback, and recommendations and remediation planning for utilization, right-sizing and cost savings.
Support - AWS platform and services support, monitoring, security operations integration, standards and compliance, and maintenance. On-call, 24x7 support and escalation via routine incident management process.
Cloud Engineer Services
Consultation, delivery and support of solutions for planned project demands utilizing defined and supported OIT cloud services.
Planned enhancements to existing projects.
Creation of project-specific documentation, SOPs and Runbooks for long-term sustainability.
On-call support.
Enterprise Architect Services
Consultation, delivery and support of solutions for planned project demands utilizing defined and supported OIT cloud services.
Planned enhancements to existing projects.
Creation of project-specific documentation, SOPs and Runbooks for long-term sustainability.
On-call support.
Eligible Environments
AWS Commercial Cloud, rated to FEDRAMP moderate, and AWS GovCloud, rated to FEDRAMP high are supported. AWS GovCloud can comply with DOJ’s Criminal Justice Information Security (CJIS) Security Policy and the IRS Federal Tax Information Regulation.
Customer Responsibilities
Application lifecycle management
Data lifecycle management
Identity and access management
Application and code scanning, ongoing security patching and compliance remediation
Service Owner
Service Levels
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
24x7 On-call support for AWS platform and services following standard OIT support processes
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
Search the Real-time Billing rate sheet for the latest rates for financial codes 2265, 2264H Cloud Engineering Services, or 2273 Enterprise Architect Services
Direct billing for OIT customers
AWS is a pay-as-you go consumption model. Pricing varies per service and the AWS Cloud Operations will provide pricing specific to customer needs based on estimated services required and expected use, as well as quantity and sizing of the services required.
View details on current utilization here: OIT Common Policy Real-time Billing website - (coming soon)