tecRacer Amazon AWS Managed Services runs your applications in the Amazon Cloud. In doing so, we don’t just “support”, we take over the complete service management for you and thus reduce your costs.
Such as:
are charged on an hourly basis. The hourly rates and response times are defined in the SLA. Hours incurred are documented and invoiced to the customer at the end of the month at the agreed hourly rates.
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The classification consists of class A, B and C and defines different activities with respective reaction and solution times. The specified solution times are values for orientation and cannot be guaranteed.
Service scope 9×5 | Service scope 24×7 | ||
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Task | Systems are unreachable | ||
Communication via | Email, customer portal or phone | ||
Reported by |
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Service time |
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Automated confirmation of receipt / notification in the service window | 15 min. | ||
Qualified feedback (response period) in the service window | under 30 min. | ||
Solution period in the service window | 2 hours | ||
Hourly rates in the service window | Hourly rates according to service specifications |
Service scope 9×5 | Service scope 24×7 | ||
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Task | Correction of technical errors that affect the system, but do not fall under Class A. | ||
Communication via | Email, customer portal or phone | ||
Reported by |
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Service time |
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Automated confirmation of receipt / notification in the service window | 15 min. | ||
Qualified feedback (response period) in the service window | under 2 hrs. | ||
Solution period in the service window | 8 hours | 4 hours | |
Hourly rates | Hourly rates according to service specifications |
Service scope 9×5 | Service scope 24×7 | |
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Task | Maintenance work and change requests | |
Communication via | Email, customer portal or phone | |
Reported by | Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days) | |
Service time | Class C calls, emails and system notifications received outside of business days Mon.-Fri. 08:00 to 17:00 will be answered, but will not be processed until the next business day. | |
Maintenance work according to time and effort in the service window |
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Submission of a qualified assessment of a change request (assessment fully documented in the RfC) Service period |
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Implementation time in the service window | Change request is implemented according to tecRacer’s implementation plan after approval by the customer | |
Hourly rates |
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Tätigkeit
Kommunikation via
Wird gemeldet von
Service-Zeitraum
Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum
Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum
Lösungszeitraum im Service-Zeitraum
Stundensätze im Service-Zeitraum
Tätigkeit
Kommunikation via
Wird gemeldet von
Service-Zeitraum
Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum
Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum
Lösungszeitraum im Service-Zeitraum
Stundensätze im Service-Zeitraum
Tätigkeit
Kommunikation via
Wird gemeldet von
Service-Zeitraum
Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum
Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum
Lösungszeitraum im Service-Zeitraum
Stundensätze im Service-Zeitraum
Tätigkeit
Kommunikation via
Wird gemeldet von
Service-Zeitraum
Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum
Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum
Lösungszeitraum im Service-Zeitraum
Stundensätze im Service-Zeitraum
Tätigkeit
Kommunikation via
Wird gemeldet von
Service-Zeitraum
Wartungsarbeiten nach Aufwand im Service-Zeitraum
Vorlage einer qualifizierten Bewertung eines Change Requests (Bewertung im RfC vollständig dokumentiert) Service-Zeitraum
Umsetzungszeit im Service-Zeitraum
Stundensätze im Service-Zeitraum
tecRacer was positioned as a leader in “AWS Competency by Solution: Data Analytics and Machine Learning” and “Consulting” in the ISG Provider Lens™ Quadrant Report “AWS Ecosystem” by Information Services Group (ISG), a leading global technology research and consulting firm.
Die Auditierung findet gegen diese AWS Managed Service Provider (MSP) Partner ProgramValidation Checklist statt: View list (PDF)
AWS MSP Partner Validation Summary Report 2020
“Accelerator” rated by Crisp Research AG
tecRacer was once again rated as an “Accelerator” and thus as a leading service provider in the Managed Public Cloud Provider Study by Crisp Research in the Digital/Webworkloads area. The term “Accelerator” makes it clear that those service providers make a significant contribution to accelerating the transformation and innovation processes on the customer side and are to be understood more as partners than as pure service providers.
Amazon AWS has significantly increased the requirements for AWS Managed Services Providers, in which an on-site audit on an “AWS Managed Service Program Partner Validation Checklist” created by AWS by the company ISSI is now a mandatory requirement.
This „AWS Managed Service Program Partner Validation Checklist“ contains more than 75 checks on topics such as Infrastructure Migration Design Capabilities, Security, Service Desk Operations and Customer Support, Service Level Agreements, etc., all of which are very AWS-specific.
“tecRacer from Hanover is also taking an individual approach. The strategy remains the clear focus on Amazon Web Services. Here, tecRacer is probably the most competent and important partner in Germany. The training programs and community involvement in the AWS environment have put the service provider in the spotlight. As before, tecRacer also absolutely lives up to this task, so that a place among the accelerators is assured.”
We would be happy to send you the complete study on request!
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