Service Model Specification
Operational scope, engagement controls, and service delivery model in detail.
Operational Scope
CloudPresto's managed service covers the full operational lifecycle: not just monitoring and alerting, but provisioning, hardening, patching, triage, optimization, and governance.
24/7 Platform Operations
Round-the-clock operational coverage with defined on-call rotations, escalation paths, and response SLAs. Response expectations formalized per engagement, with contractual SLAs available on request.
Incident Triage & Escalation
P1 incidents triaged on priority. Structured severity classification, communication cadence, and post-incident review for every event.
Patching & Lifecycle
Governed patch lifecycle with impact analysis, staged rollouts, and rollback gates. Change windows agreed with stakeholders. Surprise downtime, engineered out.
Capacity & Optimization
Proactive capacity planning, right-sizing recommendations, and cost optimization. Trend analysis identifies scaling needs before they become performance problems.
Engagement Controls
Consultative Onboarding
Every engagement starts with discovery, architecture workshop, and phased rollout. No template deployments. Everything tailored to your environment.
Workload Criticality Mapping
Every workload assigned a criticality tier that drives SLA targets, monitoring depth, and recovery priorities.
Change Governance
All changes follow risk-assessed, approval-gated workflows. Standard, normal, and emergency change types with appropriate governance for each.
Business Reviews
Weekly ops summaries, monthly service reviews, and quarterly business reviews. Metrics aligned to business impact, not just uptime percentages.