Service Offering
Basic, Professional, Managed
These Service Levels include access to a Technical Account Manager?
What is Basic and Professional?
This role manages the overall relationship between the Customer and SHI
What is the Account Executive
Customer wants 24x7x365 alerting and monitoring
What is Managed
This is the Critical SLA for Managed/Professional
What is 30 minutes
What Public Cloud Regions are supported?
Any non-custodian region (Not Mainland China)
This Service Level includes the creation of a Customer Support Runbook
What is Managed?
This role assists with technical troubleshooting, and ensures that service agreements are met
What is the Escalation Manager
CSP customer is new to Cloud, and is looking for guidance
What is Basic
This is who the customer should contact on a Level 3 Service Escalation
Who is the Account Manager
How does SHI charge for the service?
Fees are assessed in arrears each month based on the previous month's Public Cloud consumption
This Service Level includes Billing Support, Portal Access, Self-Service Support, and Azure Platform Support
What is Basic?
This team provides levels 1,2, and 3 support, and facilitates any escalation as required
What is the Service Desk
Customer has a staff to support their environment, but are looking to SHI for additional support/first point of contact
What is Professional
This is the Subscription permissions required for an Azure Managed customer
What is Owner
This is how a customer can request support
Option 1: Log a request online
Option 2: Log a request by telephone
Option 3: Log a request by email
How do we price our Service Levels, including any minimums?
Basic - Included with CSP/Direct Billing
Managed - Starts at 25%, min. $3500
Professional:Starts at 8%, min. $1000
This team is responsible for RI purchases/conversions, and walk-throughs of the Public Cloud interface
What is the Cloud Adoption Team
Customer has a large data footprint, and needs support
What is the Database Add-on service
This is the highest level of Uptime SHI can guarantee when application is architected correctly
What is the highest published uptime numbers provided by the public cloud provider, when using required HA technology
These are the 5 teams responsible for providing service to an Managed Services customer
Account Executive
Cloud Adoption Team
Technical Account Manager (Pro,Managed)
Service Desk
Escalation Manager
What are the requirements for SHI to provide OS suuport under Managed?
What is:
The OS must be supported by the Public Cloud vendor, and be under any required support contracts
This role is responsible for regular cadence calls, Monthly meetings, on-boarding, and coordinating any out-of-scope work
What is the Technical Account Manager
This is the first Service Level to lead with
What is Managed
These are examples of details included in the Customer Service Runbook (must get 2 right)
• Detailed application information, including SME’s and owners
• Approved customer contacts
• RACI chart that covers SHI and Customer roles
• Service levels & response times on a per-application basis
• Known application remediation paths / known issues (Service restarts, etc.)
• Login details & procedures for the environment
• Call-tree for critical issues, including escalations