{"id":6448,"date":"2022-03-23T11:05:20","date_gmt":"2022-03-23T10:05:20","guid":{"rendered":"https:\/\/www.tecracer.com\/tecracer-managed-services\/"},"modified":"2025-02-18T13:54:47","modified_gmt":"2025-02-18T12:54:47","slug":"tecracer-managed-services","status":"publish","type":"page","link":"https:\/\/www.tecracer.com\/en\/managed-services\/tecracer-managed-services\/","title":{"rendered":"tecRacer Managed Services"},"content":{"rendered":"<h1>tecRacer AWS Managed Services<\/h1>\n<hr>\n<div>\n<p><strong>tecRacer Amazon AWS Managed Services<\/strong> runs your applications in the Amazon Cloud. In doing so, we don&#8217;t just &#8220;support&#8221;, we take over the complete service management for you and thus reduce your costs.<\/p>\n<\/div>\n<ul>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/03\/AWS_premier_tier_training_partner_badge.png\" alt=\"\"><\/p>\n<h3>Aws Premium Consuting Partner<\/h3>\n<\/li>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/03\/AWS_advanced_tier_consulting_partner_badge.png\" alt=\"\"><\/p>\n<h3>Aws Advanced Training Partner<\/h3>\n<\/li>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/05\/managedservice-1-e1652777587806.png\" alt=\"\"><\/p>\n<h3>MSP Badge 2022<\/h3>\n<\/li>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/12\/stern_ISO_27001-2.jpg\" alt=\"\"><\/p>\n<h3>T\u00fcv S\u00fcd Siegel<\/h3>\n<p><a href=\"\/en\/news-en\/iso-iec-270012017-certified\/\"><\/a><\/p>\n<\/li>\n<\/ul>\n<div>\n<h6 style=\"text-align: right;\"><a href=\"https:\/\/www.tecracer.com\/en\/news-en\/iso-iec-270012017-certified\/\" target=\"_blank\" rel=\"noopener\">*Certification applies to tecRacer Germany GmbH<\/a><\/h6>\n<\/div>\n<p>\n    <a href=\"\/en\/success-stories#managed\">AWS Managed Services References<\/a>\n<\/p>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/06\/shutterstock_723425668-scaled.jpg\" alt=\"\"><\/p>\n<h3>Complete Service Management<\/h3>\n<hr>\n<ul>\n<li>\n<h3>AWS Account &#8211; Services<\/h3>\n<div>\n<ul>\n<li><strong>Self-service access<\/strong> to our tecRacer AWS account and cost management tool\n<ul>\n<li>Resource Utilization Reports<\/li>\n<li>Trending Reports<\/li>\n<li>Change Monitoring<\/li>\n<li>Best Practice Recommendations from our<\/li>\n<li>tecRacer AWS Account and Cost Management Tool<\/li>\n<\/ul>\n<\/li>\n<li><strong>tecRacer Services<\/strong>\n<ul>\n<li>Monitoring of AWS CloudTrail and AWS GuardDuty events<\/li>\n<li>Monitoring and tracking of AWS-Config events<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Implementation of a backup strategy and its execution<\/h3>\n<div>\n<ul>\n<li>Automated backups of agreed data and their monitoring according to the service certificate<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Implementation and execution of monitoring<\/h3>\n<div>\n<ul>\n<li>Integration of the Amazon AWS resources of the target architecture into our monitoring systems and provision of R\/O accesses incl. alert functionality<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Implementation and monitoring of operating system patching<\/h3>\n<div>\n<ul>\n<li>Deployment of Windows operating system security updates or Linux kernel security updates in the defined time window, provided that the customer environment supports this properly.<\/li>\n<li>The patching of Docker containers is performed by the customer themselves as part of their deployment process.<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Implementation and monitoring of antivirus messages<\/h3>\n<div>\n<ul>\n<li>Managed antivirus if requested by the customer and supported by the operating system.<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Implementation of log file backup<\/h3>\n<div>\n<ul>\n<li>Setup of an instance\/container based agent for the determination and processing of log files according to the performance certificate<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Activities that exceed the services of the AWS tecRacer Service &#8211; Package<\/h3>\n<div>\n<p>Such as:<\/p>\n<ul>\n<li>Incident and problem management<\/li>\n<li>Change requests requested by the customer<\/li>\n<li>Disaster recovery and restoration of availability<\/li>\n<li>individual manual patching with arrangements and staging concept<\/li>\n<li>as well as general support requests<\/li>\n<\/ul>\n<p>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.<\/p>\n<\/div>\n<\/li>\n<\/ul>\n<div class=\"brlbs-cmpnt-container brlbs-cmpnt-content-blocker brlbs-cmpnt-with-individual-styles\" data-borlabs-cookie-content-blocker-id=\"youtube-content-blocker\" data-borlabs-cookie-content=\"PGlmcmFtZSBzcmM9Imh0dHBzOi8veW91dHViZS1ub2Nvb2tpZS5jb20vaHRhYUcyb2d5N1kiPjwvaWZyYW1lPg==\">\n<div class=\"brlbs-cmpnt-cb-preset-c brlbs-cmpnt-cb-youtube\">\n<div class=\"brlbs-cmpnt-cb-thumbnail\" style=\"background-image: url('https:\/\/www.tecracer.com\/wp-content\/uploads\/borlabs-cookie\/1\/yt_htaaG2ogy7Y_hqdefault.jpg')\"><\/div>\n<div class=\"brlbs-cmpnt-cb-main\">\n<div class=\"brlbs-cmpnt-cb-play-button\"><\/div>\n<div class=\"brlbs-cmpnt-cb-content\">\n<p class=\"brlbs-cmpnt-cb-description\">You are currently viewing a placeholder content from <strong>Youtube<\/strong>. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.<\/p>\n<p> <a class=\"brlbs-cmpnt-cb-provider-toggle\" href=\"#\" data-borlabs-cookie-show-provider-information role=\"button\">More Information<\/a> <\/div>\n<div class=\"brlbs-cmpnt-cb-buttons\"> <a class=\"brlbs-cmpnt-cb-btn\" href=\"#\" data-borlabs-cookie-unblock role=\"button\">Unblock content<\/a> <a class=\"brlbs-cmpnt-cb-btn\" href=\"#\" data-borlabs-cookie-accept-service role=\"button\" style=\"display: inherit\">Accept required service and unblock content<\/a> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<h3>Service Level Agreement (SLA)<\/h3>\n<hr>\n<div>\n<p>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.<\/p>\n<\/div>\n<ul>\n<li>\n<h3>Class A<\/h3>\n<div>\n<table width=\"100%\" class=\"uk-table uk-table-striped spalten\">\n<thead>\n<tr>\n<th align=\"left\"><\/th>\n<th align=\"left\"><strong>Service scope 9\u00d75<\/strong><\/th>\n<th align=\"left\"><strong>Service scope 24\u00d77<\/strong><\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>Task<\/strong><\/td>\n<td colspan=\"2\" align=\"left\"><strong>Systems are unreachable<\/strong><\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Communication via<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">Email, customer portal or phone<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Reported by<\/strong><\/td>\n<td align=\"left\">\n<ul>\n<li>tecRacer Monitoring Service<\/li>\n<li>Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\/li>\n<\/ul>\n<\/td>\n<td align=\"left\">\n<ul>\n<li>tecRacer Monitoring Service (24\u00d77)<\/li>\n<li>Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Service time<\/strong><\/td>\n<td align=\"left\">\n<ul>\n<li>Support for your AWS hosting scenario is provided by tecRacer on weekdays Mon.-Fri. 08:00 to 17:00.<\/li>\n<li>Class A 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.<\/li>\n<\/ul>\n<\/td>\n<td align=\"left\">\n<ul>\n<li>In the event of reported malfunctions by automated tecRacer Class A monitoring systems, tecRacer carries out agreed emergency measures as part of incident management.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Automated confirmation of receipt \/ notification in the service window<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">15 min.<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Qualified feedback (response period) in the service window<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">under 30 min.<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Solution period in the service window<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">2 hours<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Hourly rates in the service window<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">Hourly rates according to service specifications<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/li>\n<li>\n<h3>Class B<\/h3>\n<div>\n<table width=\"100%\" class=\"uk-table uk-table-striped spalten\">\n<thead>\n<tr>\n<th align=\"left\"><\/th>\n<th align=\"left\"><strong>Service scope 9\u00d75<\/strong><\/th>\n<th align=\"left\"><strong>Service scope 24\u00d77<\/strong><\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>Task<\/strong><\/td>\n<td colspan=\"2\" align=\"left\"><strong>Correction of technical errors that affect the system, but do not fall under Class A.<\/strong><\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Communication via<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">Email, customer portal or phone<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Reported by<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">\n<ul>\n<li>tecRacer Monitoring Service<\/li>\n<li>Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Service time<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">\n<ul>\n<li>Class B 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.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Automated confirmation of receipt \/ notification in the service window<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">15 min.<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Qualified feedback (response period) in the service window<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">under 2 hrs.<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Solution period in the service window<\/strong><\/td>\n<td align=\"left\">8 hours<\/td>\n<td align=\"left\">4 hours<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Hourly rates<\/strong><\/td>\n<td colspan=\"3\" align=\"left\">Hourly rates according to service specifications<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/li>\n<li>\n<h3>Class C<\/h3>\n<div>\n<table width=\"100%\" class=\"uk-table uk-table-striped spalten\">\n<thead>\n<tr>\n<th align=\"left\"><\/th>\n<th align=\"left\"><strong>Service scope\u00a0 9\u00d75<\/strong><\/th>\n<th align=\"left\"><strong>Service scope 24\u00d77<\/strong><\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>Task<\/strong><\/td>\n<td colspan=\"2\" align=\"left\"><strong>Maintenance work and change requests<\/strong><\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Communication via<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">Email, customer portal or phone<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Reported by<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Service time<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">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.<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Maintenance work according to time and effort in the service window<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">\n<ul>\n<li>Are implemented by agreement with the customer directly according to effort<\/li>\n<li>Working days Mon.-Fri. 08:00 to 17:00<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Submission of a qualified assessment of a change request (assessment fully documented in the RfC) Service period<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">\n<ul>\n<li>Low-\/ Medium-effort CR: under 2 working days, Monday to Friday<\/li>\n<li>High-effort CR: under 10 working days, Monday to Friday<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Implementation time in the service window<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">Change request is implemented according to tecRacer&#8217;s implementation plan after approval by the customer<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>Hourly rates<\/strong><\/td>\n<td colspan=\"2\" align=\"left\">\n<ul>\n<li>Hourly rates according to service specifications<\/li>\n<li>smallest billing unit is 15 min.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/li>\n<\/ul>\n<h3>Klasse A<\/h3>\n<hr>\n<ul>\n<li>\n<h3>Serviceumfang 9\u00d75<\/h3>\n<div>\n<p><strong>T\u00e4tigkeit<\/strong><\/p>\n<ul>\n<li>Systeme sind nicht erreichbar<\/li>\n<\/ul>\n<p><strong>Kommunikation via<\/strong><\/p>\n<ul>\n<li>Email, Kundenportal oder Telefon<\/li>\n<\/ul>\n<p><strong>Wird gemeldet von<\/strong><\/p>\n<ul>\n<li >tecRacer Monitoring Dienst<\/li>\n<li >Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\/li>\n<\/ul>\n<p><strong>Service-Zeitraum<\/strong><\/p>\n<ul >\n<li >Die Betreuung Ihres AWS Hosting-Szenarios erfolgt seitens tecRacer Werktags Mo.-Fr. 08:00 bis 17:00 Uhr.<\/li>\n<li >Anrufe, E-Mails und System-Benachrichtigungen der Klasse A, die wir au\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\u00e4chsten Arbeitstag.<\/li>\n<\/ul>\n<p><strong>Automatisierte Eingangsbest\u00e4tigung \/ Benachrichtigung im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>15 min.<\/li>\n<\/ul>\n<p><strong>Qualifizierte R\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>unter 30 min.<\/li>\n<\/ul>\n<p><strong>L\u00f6sungszeitraum im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>2 Stunden<\/li>\n<\/ul>\n<p><strong>Stundens\u00e4tze im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Stundens\u00e4tze gem\u00e4\u00df Leistungsschein<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Serviceumfang 24\u00d77<\/h3>\n<div>\n<p><strong>T\u00e4tigkeit<\/strong><\/p>\n<ul>\n<li>Systeme sind nicht erreichbar<\/li>\n<\/ul>\n<p><strong>Kommunikation via<\/strong><\/p>\n<ul>\n<li>Email, Kundenportal oder Telefon<\/li>\n<\/ul>\n<p><strong>Wird gemeldet von<\/strong><\/p>\n<ul>\n<li >tecRacer Monitoring Dienst (24\u00d77)<\/li>\n<li >Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\/li>\n<\/ul>\n<p><strong>Service-Zeitraum<\/strong><\/p>\n<ul >\n<li >Bei gemeldeten St\u00f6rungen durch automatisierte tecRacer Monitoring-Systeme der Klasse A f\u00fchrt tecRacer vereinbarte Notma\u00dfnahmen im Rahmen des Incident-Managements durch.<\/li>\n<\/ul>\n<p><strong>Automatisierte Eingangsbest\u00e4tigung \/ Benachrichtigung im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>15 min.<\/li>\n<\/ul>\n<p><strong>Qualifizierte R\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>unter 30 min.<\/li>\n<\/ul>\n<p><strong>L\u00f6sungszeitraum im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>2 Stunden<\/li>\n<\/ul>\n<p><strong>Stundens\u00e4tze im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Stundens\u00e4tze gem\u00e4\u00df Leistungsschein<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<\/ul>\n<h3>Klasse B<\/h3>\n<hr>\n<ul>\n<li>\n<h3>Serviceumfang 9\u00d75<\/h3>\n<div>\n<p><strong>T\u00e4tigkeit<\/strong><\/p>\n<ul>\n<li>Beseitigung von technischen St\u00f6rungen, die das System beeintr\u00e4chtigen, aber nicht unter Klasse A fallen.<\/li>\n<\/ul>\n<p><strong>Kommunikation via<\/strong><\/p>\n<ul>\n<li>Email, Kundenportal oder Telefon<\/li>\n<\/ul>\n<p><strong>Wird gemeldet von<\/strong><\/p>\n<ul >\n<li >tecRacer Monitoring Dienst<\/li>\n<li >Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\/li>\n<\/ul>\n<p><strong>Service-Zeitraum<\/strong><\/p>\n<ul >\n<li >Anrufe , E-Mails und System-Benachrichtigungen der Klasse B, die wir au\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\u00e4chsten Arbeitstag.<\/li>\n<\/ul>\n<p><strong>Automatisierte Eingangsbest\u00e4tigung \/ Benachrichtigung im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>15 min.<\/li>\n<\/ul>\n<p><strong>Qualifizierte R\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>unter 2 Std.<\/li>\n<\/ul>\n<p><strong>L\u00f6sungszeitraum im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>8 Stunden<\/li>\n<\/ul>\n<p><strong>Stundens\u00e4tze im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Stundens\u00e4tze gem\u00e4\u00df Leistungsschein<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<li>\n<h3>Serviceumfang 24\u00d77<\/h3>\n<div>\n<p><strong>T\u00e4tigkeit<\/strong><\/p>\n<ul>\n<li>Beseitigung von technischen St\u00f6rungen, die das System beeintr\u00e4chtigen, aber nicht unter Klasse A fallen.<\/li>\n<\/ul>\n<p><strong>Kommunikation via<\/strong><\/p>\n<ul>\n<li>Email, Kundenportal oder Telefon<\/li>\n<\/ul>\n<p><strong>Wird gemeldet von<\/strong><\/p>\n<ul>\n<li>tecRacer Monitoring Dienst<\/li>\n<li>Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\/li>\n<\/ul>\n<p><strong>Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Anrufe , E-Mails und System-Benachrichtigungen der Klasse B, die wir au\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\u00e4chsten Arbeitstag.<\/li>\n<\/ul>\n<p><strong>Automatisierte Eingangsbest\u00e4tigung \/ Benachrichtigung im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>15 min.<\/li>\n<\/ul>\n<p><strong>Qualifizierte R\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>unter 2 Std.<\/li>\n<\/ul>\n<p><strong>L\u00f6sungszeitraum im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>4 Stunden<\/li>\n<\/ul>\n<p><strong>Stundens\u00e4tze im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Stundens\u00e4tze gem\u00e4\u00df Leistungsschein<\/li>\n<\/ul>\n<\/div>\n<\/li>\n<\/ul>\n<h3>Klasse C<\/h3>\n<hr>\n<div>\n<h4>Serviceumfang 9&#215;5<br \/>und 24 x 7<\/h4>\n<p><strong>T\u00e4tigkeit<\/strong><\/p>\n<ul>\n<li>Wartungsarbeiten und Change Requests<\/li>\n<\/ul>\n<p><strong>Kommunikation via<\/strong><\/p>\n<ul>\n<li>Email, Kundenportal oder Telefon<\/li>\n<\/ul>\n<p><strong>Wird gemeldet von<\/strong><\/p>\n<ul>\n<li><span>Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\/span><\/li>\n<\/ul>\n<p><strong>Service-Zeitraum<\/strong><\/p>\n<ul>\n<li><span>Anrufe, E-Mails und System-Benachrichtigungen der Klasse C, die wir au\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\u00e4chsten Arbeitstag.<\/span><\/li>\n<\/ul>\n<p><strong>Wartungsarbeiten nach Aufwand im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Werden nach Vereinbarung mit dem Kunden direkt nach Aufwand umgesetzt<\/li>\n<li>Werktags Mo.-Fr. 08:00 bis 17:00 Uhr<\/li>\n<\/ul>\n<p><strong>Vorlage einer qualifizierten Bewertung eines Change Requests (Bewertung im RfC vollst\u00e4ndig dokumentiert) Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Low-\/ Medium-effort CR: unter 2 Arbeitstage, Montag bis Freitag<\/li>\n<li>High-effort CR: unter 10 Arbeitstage, Montag bis Freitag<\/li>\n<\/ul>\n<p><strong>Umsetzungszeit im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li><span>Change Request wird gem\u00e4\u00df Umsetzungsplan von tecRacer nach Freigabe durch den Kunden umgesetzt<\/span><\/li>\n<\/ul>\n<p><strong>Stundens\u00e4tze im Service-Zeitraum<\/strong><\/p>\n<ul>\n<li>Stundens\u00e4tze gem\u00e4\u00df Leistungsschein<\/li>\n<li>kleinste Abrechnungseinheit sind 15 Min.<\/li>\n<\/ul>\n<\/div>\n<div>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/03\/AWS-Ecosystem-400x170-1.png\" alt=\"\"><\/p>\n<h4>ISG Research positions tecRacer as a market leader for the &#8220;AWS Ecosystem&#8221; <\/h4>\n<div>\n<p>tecRacer was positioned as a leader in &#8220;AWS Competency by Solution: Data Analytics and Machine Learning&#8221; and &#8220;Consulting&#8221; in the ISG Provider Lens\u2122 Quadrant Report &#8220;AWS Ecosystem&#8221; by Information Services Group (ISG), a leading global technology research and consulting firm.<\/p>\n<\/div>\n<\/div>\n<div>\n<h4>tecRacer strengths particularly emphasized<\/h4>\n<p>Every year, tecRacer conducts the AWS MSP audit. The audit reports of the last three years have particularly highlighted these strengths of tecRacer.<\/p>\n<div>\n<p>Die Auditierung findet gegen diese AWS Managed Service Provider (MSP) Partner ProgramValidation Checklist statt: <a href=\"https:\/\/s3-us-west-2.amazonaws.com\/docs.awspartner.com\/AWS+MSP+Partner+Program+Validation+Checklist+v3.1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">View list (PDF)<\/a><\/p>\n<ul>\n<li>AWS is the only focus of tecRacer; therefore, they are experts.<\/li>\n<li>tecRacer is AWS Authorized Training partner; then, they are offering excellent training to their staff and externals. The number of certified staff exceeds the Premium Partner requirements.<\/li>\n<li>tecRacer has developed a very well documented WIKI.<\/li>\n<li>tecRacer has achieved AWS Competency in DevOps, Data and Analytics, Big Data, and Amazon Connect.<\/li>\n<li>tecRacer employs an external company to buy reserved instances. It allows them to reduce the billing consequently.<\/li>\n<li>tecRacer has dashboards available in Site24\/7, Autotask, and CloudCheckr. Their customers also can access to these dashboards.<\/li>\n<\/ul>\n<p><a class=\"uk-button uk-button-primary uk-width-1-1\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"AWS Managed Service Provider (MSP) Partner Validation Summary Report 2020\" href=\"\/wp-content\/uploads\/2022\/03\/2020_tecRacer_MSP_Validation_Summary_Report_Updated_24_January_2020.pdf\">AWS MSP Partner Validation Summary Report 2020<\/a><\/p>\n<p><a class=\"uk-button uk-button-primary uk-width-1-1\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"AWS Managed Service Provider (MSP) Partner Validation Summary Report 2018\" href=\"\/wp-content\/uploads\/2022\/03\/2018_tecRacer_MSP_Validation_Summary_Report_4_December_2018.pdf\">AWS MSP Partner Validation Summary Report 2018<\/a><\/p>\n<p><a class=\"uk-button uk-button-primary uk-width-1-1\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"AWS Managed Service Provider (MSP) Partner Program Audit Report 2017\" href=\"\/wp-content\/uploads\/2022\/03\/tecRacer-MSP-Audit-Official-Results-2017-Public.pdf\">AWS MSP Partner Program Audit Report 2017<\/a><\/p>\n<\/div>\n<\/div>\n<h3>\n<div class=\"fusion-text\">\n<p>&#8220;Accelerator&#8221; rated by Crisp Research AG<\/p>\n<\/div>\n<\/h3>\n<hr>\n<div>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/03\/Crisp-Badge_Cloud_MPCP-2018.jpg\" alt=\"\"><\/p>\n<div>\n<p>tecRacer was once again rated as an &#8220;<strong>Accelerator<\/strong>&#8221; and thus as a leading service provider in the Managed Public Cloud Provider Study by Crisp Research in the Digital\/Webworkloads area. The term &#8220;Accelerator&#8221; 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.<\/p>\n<p>Amazon AWS has significantly increased the requirements for AWS Managed Services Providers, in which an on-site audit on an &#8220;AWS Managed Service Program Partner Validation Checklist&#8221; created by AWS by the company\u00a0<a href=\"http:\/\/www.issi-inc.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISSI<\/a> is now a mandatory requirement.<\/p>\n<p>This <a href=\"https:\/\/s3-us-west-2.amazonaws.com\/docs.awspartner.com\/AWS+MSP+Partner+Program+Validation+Checklist+v3.1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">\u201eAWS Managed Service Program Partner Validation Checklist\u201c<\/a> 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.<\/p>\n<\/div>\n<\/div>\n<div>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2022\/03\/Crisp-Quadrant-2018.png\" alt=\"\"><\/p>\n<h4>Managed Public Cloud Provider study<\/h4>\n<p>tecRacer was rated as an &#8220;Accelerator&#8221; by Crisp Research AG in September 2018:<\/p>\n<div>\n<p>&#8220;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.&#8221;<\/p>\n<p><a href=\"\/wp-content\/uploads\/2022\/03\/tecRacer_Crisp_Vendor_Universe_Cloud-Computing_2018-Auszug.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"uk-button uk-button-primary\">Excerpt from the study<\/a><\/p>\n<p>We would be happy to send you the complete study on request!<\/p>\n<\/div>\n<\/div>\n<h3>Success Stories<\/h3>\n<hr>\n<ul>\n<li>\n<\/li>\n<li>\n<\/li>\n<li>\n<\/li>\n<li>\n<\/li>\n<li>\n<\/li>\n<li>\n<\/li>\n<li>\n<\/li>\n<\/ul>\n<p><!--more--><br \/>\n<!-- {\"name\":\"single_ManagedServices\",\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"animation\":\"fade\",\"animation_delay\":\"100\",\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"order_first\":\"m\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"tecRacer AWS Managed Services\",\"title_element\":\"h1\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p><strong>tecRacer Amazon AWS Managed Services<\\\/strong> 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.<\\\/p>\",\"margin\":\"default\"}},{\"type\":\"grid\",\"props\":{\"content_column_breakpoint\":\"m\",\"filter_align\":\"left\",\"filter_all\":true,\"filter_grid_breakpoint\":\"m\",\"filter_grid_width\":\"auto\",\"filter_position\":\"top\",\"filter_style\":\"tab\",\"grid_default\":\"2\",\"grid_medium\":\"4\",\"grid_small\":\"4\",\"icon_width\":80,\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"item_animation\":true,\"link_style\":\"default\",\"link_target\":true,\"link_text\":\"\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"panel_link\":true,\"panel_style\":\"tile-default\",\"parallax_easing\":\"1\",\"show_content\":false,\"show_image\":true,\"show_link\":true,\"show_meta\":false,\"show_title\":false,\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\"},\"children\":[{\"type\":\"grid_item\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2022\\\/03\\\/AWS_premier_tier_training_partner_badge.png\",\"title\":\"Aws Premium Consuting Partner\"}},{\"type\":\"grid_item\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2022\\\/03\\\/AWS_advanced_tier_consulting_partner_badge.png\",\"title\":\"Aws Advanced Training Partner\"}},{\"type\":\"grid_item\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2022\\\/05\\\/managedservice-1-e1652777587806.png\",\"title\":\"MSP Badge 2022\"}},{\"type\":\"grid_item\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2023\\\/12\\\/stern_ISO_27001-2.jpg\",\"link\":\"en\\\/news-en\\\/iso-iec-270012017-certified\\\/\",\"title\":\"T\\u00fcv S\\u00fcd Siegel\"}}],\"name\":\"AWS Badges\"},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h6 style=\\\"text-align: right;\\\"><a href=\\\"https:\\\/\\\/www.tecracer.com\\\/en\\\/news-en\\\/iso-iec-270012017-certified\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\">*Certification applies to tecRacer Germany GmbH<\\\/a><\\\/h6>\",\"margin\":\"default\"}},{\"type\":\"button\",\"props\":{\"grid_column_gap\":\"small\",\"grid_row_gap\":\"small\",\"margin\":\"default\"},\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"primary\",\"content\":\"AWS Managed Services References\",\"icon_align\":\"left\",\"lightbox_height\":\"800\",\"lightbox_width\":\"1024\",\"link\":\"en\\\/success-stories#managed\"}}]}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"order_first\":\"xs\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"image\",\"props\":{\"class\":\"heroimg\",\"image\":\"wp-content\\\/uploads\\\/2022\\\/06\\\/shutterstock_723425668-scaled.jpg\",\"image_box_decoration\":\"mask\",\"image_height\":\"600\",\"image_svg_color\":\"emphasis\",\"image_width\":\"600\",\"margin\":\"default\",\"text_align\":\"right\",\"visibility\":\"s\"}}]}]}],\"modified\":\"2022-02-07T09:34:39.020Z\",\"name\":\"Section-1\"},{\"type\":\"section\",\"props\":{\"animation\":\"fade\",\"animation_delay\":\"100\",\"image_position\":\"center-center\",\"style\":\"muted\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Complete Service Management\",\"title_element\":\"h3\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"accordion\",\"props\":{\"collapsible\":true,\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<ul>\\n\n\n<li><strong>Self-service access<\\\/strong> to our tecRacer AWS account and cost management tool<br \\\/>\\n\n\n<ul>\\n\n\n<li>Resource Utilization Reports<\\\/li>\\n\n\n<li>Trending Reports<\\\/li>\\n\n\n<li>Change Monitoring<\\\/li>\\n\n\n<li>Best Practice Recommendations from our<\\\/li>\\n\n\n<li>tecRacer AWS Account and Cost Management Tool<\\\/li>\\n<\\\/ul>\\n<\\\/li>\\n\n\n<li><strong>tecRacer Services<\\\/strong><br \\\/>\\n\n\n<ul>\\n\n\n<li>Monitoring of AWS CloudTrail and AWS GuardDuty events<\\\/li>\\n\n\n<li>Monitoring and tracking of AWS-Config events<\\\/li>\\n<\\\/ul>\\n<\\\/li>\\n<\\\/ul>\",\"image\":\"\",\"title\":\"AWS Account - Services\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<ul>\\n\n\n<li>Automated backups of agreed data and their monitoring according to the service certificate<\\\/li>\\n<\\\/ul>\",\"image\":\"\",\"title\":\"Implementation of a backup strategy and its execution\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<ul>\\n\n\n<li>Integration of the Amazon AWS resources of the target architecture into our monitoring systems and provision of R\\\/O accesses incl. alert functionality<\\\/li>\\n<\\\/ul>\",\"title\":\"Implementation and execution of monitoring\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<ul>\\n\n\n<li>Deployment of Windows operating system security updates or Linux kernel security updates in the defined time window, provided that the customer environment supports this properly.<\\\/li>\\n\n\n<li>The patching of Docker containers is performed by the customer themselves as part of their deployment process.<\\\/li>\\n<\\\/ul>\",\"title\":\"Implementation and monitoring of operating system patching\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<ul>\\n\n\n<li>Managed antivirus if requested by the customer and supported by the operating system.<\\\/li>\\n<\\\/ul>\",\"title\":\"Implementation and monitoring of antivirus messages\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<ul>\\n\n\n<li>Setup of an instance\\\/container based agent for the determination and processing of log files according to the performance certificate<\\\/li>\\n<\\\/ul>\",\"title\":\"Implementation of log file backup\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"\n\n<p>Such as:<\\\/p>\\n\n\n<ul>\\n\n\n<li>Incident and problem management<\\\/li>\\n\n\n<li>Change requests requested by the customer<\\\/li>\\n\n\n<li>Disaster recovery and restoration of availability<\\\/li>\\n\n\n<li>individual manual patching with arrangements and staging concept<\\\/li>\\n\n\n<li>as well as general support requests<\\\/li>\\n<\\\/ul>\\n\n\n<p>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.<\\\/p>\",\"title\":\"Activities that exceed the services of the AWS tecRacer Service - Package\"}}]}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"preserve_color\":true,\"style\":\"tile-secondary\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"video\",\"props\":{\"margin\":\"default\",\"video\":\"https:\\\/\\\/youtu.be\\\/htaaG2ogy7Y\",\"video_controls\":true,\"video_width\":\"800px\"}}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Service Level Agreement (SLA)\",\"title_element\":\"h3\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>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.<\\\/p>\",\"margin\":\"default\"}},{\"type\":\"switcher\",\"props\":{\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"nav\":\"tab\",\"nav_align\":\"left\",\"nav_grid_breakpoint\":\"m\",\"nav_grid_width\":\"auto\",\"nav_position\":\"top\",\"show_content\":true,\"show_image\":false,\"show_label\":false,\"show_link\":false,\"show_meta\":false,\"show_thumbnail\":false,\"show_title\":false,\"switcher_animation\":\"fade\",\"switcher_height\":true,\"thumbnav_height\":\"75\",\"thumbnav_svg_color\":\"emphasis\",\"thumbnav_width\":\"100\",\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"visibility\":\"s\",\"yooessentials_access_conditions\":[],\"yooessentials_access_mode\":\"AND\"},\"children\":[{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<table width=\\\"100%\\\" class=\\\"uk-table uk-table-striped spalten\\\">\\n\n\n<thead>\\n\n\n<tr>\\n\n\n<th align=\\\"left\\\"><\\\/th>\\n\n\n<th align=\\\"left\\\"><strong>Service scope 9\\u00d75<\\\/strong><\\\/th>\\n\n\n<th align=\\\"left\\\"><strong>Service scope 24\\u00d77<\\\/strong><\\\/th>\\n<\\\/tr>\\n<\\\/thead>\\n\n\n<tbody>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Task<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\"><strong>Systems are unreachable<\\\/strong><\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Communication via<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">Email, customer portal or phone<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Reported by<\\\/strong><\\\/td>\\n\n\n<td align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>tecRacer Monitoring Service<\\\/li>\\n\n\n<li>Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n\n\n<td align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>tecRacer Monitoring Service (24\\u00d77)<\\\/li>\\n\n\n<li>Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Service time<\\\/strong><\\\/td>\\n\n\n<td align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>Support for your AWS hosting scenario is provided by tecRacer on weekdays Mon.-Fri. 08:00 to 17:00.<\\\/li>\\n\n\n<li>Class A 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.<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n\n\n<td align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>In the event of reported malfunctions by automated tecRacer Class A monitoring systems, tecRacer carries out agreed emergency measures as part of incident management.<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Automated confirmation of receipt \\\/ notification in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">15 min.<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Qualified feedback (response period) in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">under 30 min.<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Solution period in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">2 hours<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Hourly rates in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">Hourly rates according to service specifications<\\\/td>\\n<\\\/tr>\\n<\\\/tbody>\\n<\\\/table>\",\"title\":\"Class A\"}},{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<table width=\\\"100%\\\" class=\\\"uk-table uk-table-striped spalten\\\">\\n\n\n<thead>\\n\n\n<tr>\\n\n\n<th align=\\\"left\\\"><\\\/th>\\n\n\n<th align=\\\"left\\\"><strong>Service scope 9\\u00d75<\\\/strong><\\\/th>\\n\n\n<th align=\\\"left\\\"><strong>Service scope 24\\u00d77<\\\/strong><\\\/th>\\n<\\\/tr>\\n<\\\/thead>\\n\n\n<tbody>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Task<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\"><strong>Correction of technical errors that affect the system, but do not fall under Class A.<\\\/strong><\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Communication via<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">Email, customer portal or phone<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Reported by<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>tecRacer Monitoring Service<\\\/li>\\n\n\n<li>Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Service time<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>Class B 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.<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Automated confirmation of receipt \\\/ notification in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">15 min.<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Qualified feedback (response period) in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">under 2 hrs.<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Solution period in the service window<\\\/strong><\\\/td>\\n\n\n<td align=\\\"left\\\">8 hours<\\\/td>\\n\n\n<td align=\\\"left\\\">4 hours<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Hourly rates<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"3\\\" align=\\\"left\\\">Hourly rates according to service specifications<\\\/td>\\n<\\\/tr>\\n<\\\/tbody>\\n<\\\/table>\",\"title\":\"Class B\"}},{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<table width=\\\"100%\\\" class=\\\"uk-table uk-table-striped spalten\\\">\\n\n\n<thead>\\n\n\n<tr>\\n\n\n<th align=\\\"left\\\"><\\\/th>\\n\n\n<th align=\\\"left\\\"><strong>Service scope\\u00a0 9\\u00d75<\\\/strong><\\\/th>\\n\n\n<th align=\\\"left\\\"><strong>Service scope 24\\u00d77<\\\/strong><\\\/th>\\n<\\\/tr>\\n<\\\/thead>\\n\n\n<tbody>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Task<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\"><strong>Maintenance work and change requests<\\\/strong><\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Communication via<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">Email, customer portal or phone<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Reported by<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Service time<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">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.<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Maintenance work according to time and effort in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>Are implemented by agreement with the customer directly according to effort<\\\/li>\\n\n\n<li>Working days Mon.-Fri. 08:00 to 17:00<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Submission of a qualified assessment of a change request (assessment fully documented in the RfC) Service period<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>Low-\\\/ Medium-effort CR: under 2 working days, Monday to Friday<\\\/li>\\n\n\n<li>High-effort CR: under 10 working days, Monday to Friday<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Implementation time in the service window<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">Change request is implemented according to tecRacer's implementation plan after approval by the customer<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td align=\\\"left\\\"><strong>Hourly rates<\\\/strong><\\\/td>\\n\n\n<td colspan=\\\"2\\\" align=\\\"left\\\">\\n\n\n<ul>\\n\n\n<li>Hourly rates according to service specifications<\\\/li>\\n\n\n<li>smallest billing unit is 15 min.<\\\/li>\\n<\\\/ul>\\n<\\\/td>\\n<\\\/tr>\\n<\\\/tbody>\\n<\\\/table>\",\"title\":\"Class C\"}}]}]}]}]},{\"type\":\"section\",\"props\":{\"css\":\"@media(min-width:640px)\\n{\\n\\t.el-section{\\n    \\tdisplay:none;\\n    }\\n}\",\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\",\"yooessentials_access_conditions\":[],\"yooessentials_access_mode\":\"AND\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Klasse A\",\"title_element\":\"h3\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"switcher\",\"props\":{\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"nav\":\"tab\",\"nav_align\":\"left\",\"nav_grid_breakpoint\":\"m\",\"nav_grid_width\":\"auto\",\"nav_position\":\"top\",\"show_content\":true,\"show_image\":false,\"show_label\":false,\"show_link\":false,\"show_meta\":false,\"show_thumbnail\":false,\"show_title\":false,\"switcher_animation\":\"fade\",\"switcher_height\":true,\"thumbnav_height\":\"75\",\"thumbnav_svg_color\":\"emphasis\",\"thumbnav_width\":\"100\",\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"yooessentials_access_conditions\":[],\"yooessentials_access_mode\":\"AND\"},\"children\":[{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<p><strong>T\\u00e4tigkeit<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Systeme sind nicht erreichbar<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Kommunikation via<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Email, Kundenportal oder Telefon<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Wird gemeldet von<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li >tecRacer Monitoring Dienst<\\\/li>\\n\n\n<li >Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul >\\n\n\n<li >Die Betreuung Ihres AWS Hosting-Szenarios erfolgt seitens tecRacer Werktags Mo.-Fr. 08:00 bis 17:00 Uhr.<\\\/li>\\n\n\n<li >Anrufe, E-Mails und System-Benachrichtigungen der Klasse A, die wir au\\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\\u00e4chsten Arbeitstag.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Automatisierte Eingangsbest\\u00e4tigung \\\/ Benachrichtigung im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>15 min.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Qualifizierte R\\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>unter 30 min.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>L\\u00f6sungszeitraum im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>2 Stunden<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Stundens\\u00e4tze im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Stundens\\u00e4tze gem\\u00e4\\u00df Leistungsschein<\\\/li>\\n<\\\/ul>\",\"title\":\"Serviceumfang 9\\u00d75\"}},{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<p><strong>T\\u00e4tigkeit<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Systeme sind nicht erreichbar<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Kommunikation via<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Email, Kundenportal oder Telefon<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Wird gemeldet von<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li >tecRacer Monitoring Dienst (24\\u00d77)<\\\/li>\\n\n\n<li >Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul >\\n\n\n<li >Bei gemeldeten St\\u00f6rungen durch automatisierte tecRacer Monitoring-Systeme der Klasse A f\\u00fchrt tecRacer vereinbarte Notma\\u00dfnahmen im Rahmen des Incident-Managements durch.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Automatisierte Eingangsbest\\u00e4tigung \\\/ Benachrichtigung im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>15 min.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Qualifizierte R\\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>unter 30 min.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>L\\u00f6sungszeitraum im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>2 Stunden<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Stundens\\u00e4tze im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Stundens\\u00e4tze gem\\u00e4\\u00df Leistungsschein<\\\/li>\\n<\\\/ul>\",\"title\":\"Serviceumfang 24\\u00d77\"}}]}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Klasse B\",\"title_element\":\"h3\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"switcher\",\"props\":{\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"nav\":\"tab\",\"nav_align\":\"left\",\"nav_grid_breakpoint\":\"m\",\"nav_grid_width\":\"auto\",\"nav_position\":\"top\",\"show_content\":true,\"show_image\":false,\"show_label\":false,\"show_link\":false,\"show_meta\":false,\"show_thumbnail\":false,\"show_title\":false,\"switcher_animation\":\"fade\",\"switcher_height\":true,\"thumbnav_height\":\"75\",\"thumbnav_svg_color\":\"emphasis\",\"thumbnav_width\":\"100\",\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"yooessentials_access_conditions\":[],\"yooessentials_access_mode\":\"AND\"},\"children\":[{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<p><strong>T\\u00e4tigkeit<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Beseitigung von technischen St\\u00f6rungen, die das System beeintr\\u00e4chtigen, aber nicht unter Klasse A fallen.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Kommunikation via<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Email, Kundenportal oder Telefon<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Wird gemeldet von<\\\/strong><\\\/p>\\n\n\n<ul >\\n\n\n<li >tecRacer Monitoring Dienst<\\\/li>\\n\n\n<li >Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul >\\n\n\n<li >Anrufe , E-Mails und System-Benachrichtigungen der Klasse B, die wir au\\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\\u00e4chsten Arbeitstag.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Automatisierte Eingangsbest\\u00e4tigung \\\/ Benachrichtigung im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>15 min.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Qualifizierte R\\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>unter 2 Std.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>L\\u00f6sungszeitraum im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>8 Stunden<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Stundens\\u00e4tze im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Stundens\\u00e4tze gem\\u00e4\\u00df Leistungsschein<\\\/li>\\n<\\\/ul>\",\"title\":\"Serviceumfang 9\\u00d75\"}},{\"type\":\"switcher_item\",\"props\":{\"content\":\"\n\n<p><strong>T\\u00e4tigkeit<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Beseitigung von technischen St\\u00f6rungen, die das System beeintr\\u00e4chtigen, aber nicht unter Klasse A fallen.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Kommunikation via<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Email, Kundenportal oder Telefon<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Wird gemeldet von<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>tecRacer Monitoring Dienst<\\\/li>\\n\n\n<li>Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Anrufe , E-Mails und System-Benachrichtigungen der Klasse B, die wir au\\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\\u00e4chsten Arbeitstag.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Automatisierte Eingangsbest\\u00e4tigung \\\/ Benachrichtigung im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>15 min.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Qualifizierte R\\u00fcckmeldung (Reaktionszeitraum) im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>unter 2 Std.<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>L\\u00f6sungszeitraum im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>4 Stunden<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Stundens\\u00e4tze im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Stundens\\u00e4tze gem\\u00e4\\u00df Leistungsschein<\\\/li>\\n<\\\/ul>\",\"title\":\"Serviceumfang 24\\u00d77\"}}]}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Klasse C\",\"title_element\":\"h3\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h4>Serviceumfang 9x5<br \\\/>und 24 x 7<\\\/h4>\\n\n\n<p><strong>T\\u00e4tigkeit<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Wartungsarbeiten und Change Requests<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Kommunikation via<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Email, Kundenportal oder Telefon<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Wird gemeldet von<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li><span>Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)<\\\/span><\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li><span>Anrufe, E-Mails und System-Benachrichtigungen der Klasse C, die wir au\\u00dferhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am n\\u00e4chsten Arbeitstag.<\\\/span><\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Wartungsarbeiten nach Aufwand im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Werden nach Vereinbarung mit dem Kunden direkt nach Aufwand umgesetzt<\\\/li>\\n\n\n<li>Werktags Mo.-Fr. 08:00 bis 17:00 Uhr<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Vorlage einer qualifizierten Bewertung eines Change Requests (Bewertung im RfC vollst\\u00e4ndig dokumentiert) Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Low-\\\/ Medium-effort CR: unter 2 Arbeitstage, Montag bis Freitag<\\\/li>\\n\n\n<li>High-effort CR: unter 10 Arbeitstage, Montag bis Freitag<\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Umsetzungszeit im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li><span>Change Request wird gem\\u00e4\\u00df Umsetzungsplan von tecRacer nach Freigabe durch den Kunden umgesetzt<\\\/span><\\\/li>\\n<\\\/ul>\\n\n\n<p><strong>Stundens\\u00e4tze im Service-Zeitraum<\\\/strong><\\\/p>\\n\n\n<ul>\\n\n\n<li>Stundens\\u00e4tze gem\\u00e4\\u00df Leistungsschein<\\\/li>\\n\n\n<li>kleinste Abrechnungseinheit sind 15 Min.<\\\/li>\\n<\\\/ul>\",\"margin\":\"default\"}}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"muted\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"panel\",\"props\":{\"content\":\"\n\n<p>tecRacer was positioned as a leader in \\\"AWS Competency by Solution: Data Analytics and Machine Learning\\\" and \\\"Consulting\\\" in the ISG Provider Lens\\u2122 Quadrant Report \\\"AWS Ecosystem\\\" by Information Services Group (ISG), a leading global technology research and consulting firm.<\\\/p>\",\"content_column_breakpoint\":\"m\",\"height_expand\":true,\"icon_width\":80,\"image\":\"wp-content\\\/uploads\\\/2022\\\/03\\\/AWS-Ecosystem-400x170-1.png\",\"image_align\":\"between\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-3\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"panel_padding\":\"small\",\"panel_style\":\"card-primary\",\"title\":\"ISG Research positions tecRacer as a market leader for the \\\"AWS Ecosystem\\\" \",\"title_align\":\"top\",\"title_element\":\"h4\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h4\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"panel\",\"props\":{\"content\":\"\n\n<p>Die Auditierung findet gegen diese AWS Managed Service Provider (MSP) Partner ProgramValidation Checklist statt: <a href=\\\"https:\\\/\\\/s3-us-west-2.amazonaws.com\\\/docs.awspartner.com\\\/AWS+MSP+Partner+Program+Validation+Checklist+v3.1.pdf\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\">View list (PDF)<\\\/a><\\\/p>\\n\n\n<ul>\\n\n\n<li>AWS is the only focus of tecRacer; therefore, they are experts.<\\\/li>\\n\n\n<li>tecRacer is AWS Authorized Training partner; then, they are offering excellent training to their staff and externals. The number of certified staff exceeds the Premium Partner requirements.<\\\/li>\\n\n\n<li>tecRacer has developed a very well documented WIKI.<\\\/li>\\n\n\n<li>tecRacer has achieved AWS Competency in DevOps, Data and Analytics, Big Data, and Amazon Connect.<\\\/li>\\n\n\n<li>tecRacer employs an external company to buy reserved instances. It allows them to reduce the billing consequently.<\\\/li>\\n\n\n<li>tecRacer has dashboards available in Site24\\\/7, Autotask, and CloudCheckr. Their customers also can access to these dashboards.<\\\/li>\\n<\\\/ul>\\n\n\n<p><a class=\\\"uk-button uk-button-primary uk-width-1-1\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\" title=\\\"AWS Managed Service Provider (MSP) Partner Validation Summary Report 2020\\\" href=\\\".\\\/wp-content\\\/uploads\\\/2022\\\/03\\\/2020_tecRacer_MSP_Validation_Summary_Report_Updated_24_January_2020.pdf\\\">AWS MSP Partner Validation Summary Report 2020<\\\/a><\\\/p>\\n\n\n<p><a class=\\\"uk-button uk-button-primary uk-width-1-1\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\" title=\\\"AWS Managed Service Provider (MSP) Partner Validation Summary Report 2018\\\" href=\\\".\\\/wp-content\\\/uploads\\\/2022\\\/03\\\/2018_tecRacer_MSP_Validation_Summary_Report_4_December_2018.pdf\\\">AWS MSP Partner Validation Summary Report 2018<\\\/a><\\\/p>\\n\n\n<p><a class=\\\"uk-button uk-button-primary uk-width-1-1\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\" title=\\\"AWS Managed Service Provider (MSP) Partner Program Audit Report 2017\\\" href=\\\".\\\/wp-content\\\/uploads\\\/2022\\\/03\\\/tecRacer-MSP-Audit-Official-Results-2017-Public.pdf\\\">AWS MSP Partner Program Audit Report 2017<\\\/a><\\\/p>\",\"content_column_breakpoint\":\"m\",\"height_expand\":true,\"icon_width\":80,\"image\":\"\",\"image_align\":\"between\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-3\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta\":\"Every year, tecRacer conducts the AWS MSP audit. The audit reports of the last three years have particularly highlighted these strengths of tecRacer.\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"panel_padding\":\"small\",\"panel_style\":\"card-primary\",\"title\":\"tecRacer strengths particularly emphasized\",\"title_align\":\"top\",\"title_element\":\"h4\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h4\"}}]}],\"props\":{\"layout\":\"1-2,1-2\"}}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<div class=\\\"fusion-text\\\">\\n\n\n<p>\\\"Accelerator\\\" rated by Crisp Research AG<\\\/p>\\n<\\\/div>\",\"title_element\":\"h3\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"divider_style\":\"small\"}},{\"type\":\"panel\",\"props\":{\"content\":\"\n\n<p>tecRacer was once again rated as an \\\"<strong>Accelerator<\\\/strong>\\\" 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.<br \\\/><br \\\/>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\\u00a0<a href=\\\"http:\\\/\\\/www.issi-inc.com\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\">ISSI<\\\/a> is now a mandatory requirement.<\\\/p>\\n\n\n<p>This <a href=\\\"https:\\\/\\\/s3-us-west-2.amazonaws.com\\\/docs.awspartner.com\\\/AWS+MSP+Partner+Program+Validation+Checklist+v3.1.pdf\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\">\\u201eAWS Managed Service Program Partner Validation Checklist\\u201c<\\\/a> 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.<\\\/p>\",\"content_column_breakpoint\":\"m\",\"icon_width\":80,\"image\":\"wp-content\\\/uploads\\\/2022\\\/03\\\/Crisp-Badge_Cloud_MPCP-2018.jpg\",\"image_align\":\"right\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-3\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta\":\"\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"panel_padding\":\"small\",\"panel_style\":\"card-primary\",\"title\":\"\",\"title_align\":\"top\",\"title_element\":\"h4\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h4\"}},{\"type\":\"panel\",\"props\":{\"content\":\"\n\n<p>\\\"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.\\\"<\\\/p>\\n\n\n<p><a href=\\\"\\\/wp-content\\\/uploads\\\/2022\\\/03\\\/tecRacer_Crisp_Vendor_Universe_Cloud-Computing_2018-Auszug.pdf\\\" target=\\\"_blank\\\" rel=\\\"noopener noreferrer\\\" class=\\\"uk-button uk-button-primary\\\">Excerpt from the study<\\\/a><\\\/p>\\n\n\n<p>We would be happy to send you the complete study on request!<\\\/p>\",\"content_column_breakpoint\":\"m\",\"icon_width\":80,\"image\":\"wp-content\\\/uploads\\\/2022\\\/03\\\/Crisp-Quadrant-2018.png\",\"image_align\":\"left\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-3\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta\":\"tecRacer was rated as an \\\"Accelerator\\\" by Crisp Research AG in September 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Aws Premium Consuting Partner Aws Advanced Training Partner MSP Badge 2022 T\u00fcv S\u00fcd Siegel *Certification applies to tecRacer [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":6571,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"class_list":["post-6448","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>tecRacer Managed Services - tecRacer<\/title>\n<meta name=\"description\" content=\"Amazon AWS Managed Services \u2705 AWS Premier Tier Services, Advanced Tier Training &amp; audited AWS Managed Services Partner \u2706 0800-5909500\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tecracer.com\/en\/managed-services\/tecracer-managed-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"tecRacer Managed Services\" \/>\n<meta property=\"og:description\" content=\"Amazon AWS Managed Services \u2705 AWS Premier Tier Services, Advanced Tier Training &amp; audited AWS Managed Services Partner \u2706 0800-5909500\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.tecracer.com\/en\/managed-services\/tecracer-managed-services\/\" \/>\n<meta property=\"og:site_name\" content=\"tecRacer\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/tecRacer\/\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-18T12:54:47+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@tecRacer\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"22 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.tecracer.com\\\/en\\\/managed-services\\\/tecracer-managed-services\\\/\",\"url\":\"https:\\\/\\\/www.tecracer.com\\\/en\\\/managed-services\\\/tecracer-managed-services\\\/\",\"name\":\"tecRacer Managed Services - 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