KeyCore Managed Services offers the option to select individual SLAs for each AWS account that is onboarded to the service. Customers can choose from three options: critical, standard, and none.
The critical SLA option is intended for the most important workloads, where the highest level of availability, performance, and support is required. This option includes a dedicated team of technicians and engineers who are available 24/7 to respond to and resolve issues, as well as a range of tools and resources to quickly identify and fix problems.
The standard SLA option is intended for all other workloads where monitoring and incident response are required, but not at the highest level of priority. This option includes a team of technicians and engineers who are also available during 24/7 - but with less agressive response time SLA - to respond to and resolve issues, as well as a range of tools and resources to identify and fix problems.
The none SLA option is intended for cases where service desk support is needed, but no incident response on the workload is required. This option includes access to a team of technicians and engineers who are available during regular business hours to provide service desk support, but does not include incident response services.
Customers can choose which accounts are onboarded to KeyCore Managed Services and can select the appropriate SLA for each account based on their specific needs and priorities. This allows customers to tailor the level of support and service they receive for each of their AWS accounts, ensuring that their most critical workloads receive the highest level of attention and support.