Managed AKS Services Support: 10-Wk Implementation

#### Activities * Ticket resolution: Issues resolution, support coverage, issue categorization and analysis * Ensure environments are stable, matching reference architecture and are created/deleted as required * Manage the platform and associated infrastructure * Manage day-to-day operational tasks including upgrades, backup and restore, user onboarding, load balancing, and bug fixes * Manage service integrations for the platform * Report on Key Scaling Indicators, Key Performance Indicators and taking appropriate action to ensure high utilization and SLAs are me #### Outcomes * Lower operational costs and reduction in time spent on operations * Higher development to operator ratio * Developers spend more time on app development * Decreased deployment times * Faster time to market * High availability foundation * Enhanced security ### Target Audience * Architects * Operators * DevOps engineers ### Platform AKS ### Maximum Response Time P1 Tickets < 40 minutes P2 Tickets < 4 hours P3 Tickets < 24 hours ### Resolution Time P1 Tickets < 5 hours P2 Tickets < 3 business days P3 Tickets < 5 business days ### Details 40 hours of ticket activities included during business hours (8AM to 5PM) If more support hours are needed within a given month, customer is to be billed at a standard billable rate