Customers that buy AWS services from Jisc under the OCRE Cloud Framework have the option of procuring on a resell-only basis or taking our managed services. The full list of AWS services that can be procured is listed at https://aws.amazon.com/products/.
All customers (resell-only and managed service customers) get access to our billing portal and service desk.Our managed service is made up of a core service and several service options. The core managed service includes first line support and is available at no additional charge for any customer procuring AWS services under the OCRE Cloud Framework.
Irrespective of whether you buy on a resell-only basis or you choose our managed service, you may wish to draw on additional consultancy when required. Our extensive experience in AWS and other leading cloud providers can provide that support, whether for security or cost management advice, architecture and design, or hands-on working with your team.
AWS resell
All customers consuming AWS services via the OCRE Cloud Framework must buy those services through Jisc and will get a 14% discount against AWS list price. You can consume AWS services using as many AWS accounts as you want.
We use AWS Organizations to manage our customers’ AWS accounts. Depending on various factors, we will either configure your accounts to sit within our OCRE AWS Organization, use your existing AWS Organization or create a new stand-alone AWS Organization for you.
To be eligible for the OCRE discount, your AWS accounts must sit within the agreed OCRE AWS Organization. The root user on the payer account associated with the agreed OCRE AWS Organization must be owned by Jisc (that is, the root user on the payer account must have a Jisc email address, a Jisc password and a Jisc MFA device). All other AWS accounts are owned by you (i.e., the root user on non-payer AWS accounts will have one of your email addresses, a password set by you and an MFA device owned by you).
Core managed service
Our core managed service primarily provides support for the compute, storage, database, networking, security, identity management and compliance features of AWS. We can also manage many of the other services provided by AWS, however pricing will be based on our OCRE rate card.
Further details of what is included in our core managed service are provided below. It may be that you already have some of these items in place and that they are therefore not required. In such cases, we are happy to provide a review of what you have where we have knowledge of the systems you are using.
Monitoring and alerting
For managed service customers we will configure monitoring of both the underlying AWS infrastructure and any EC2 instances that have been deployed by us and will send alerts when agreed thresholds are exceeded, including memory, CPU, storage and network traffic. The alerts will be sent by email to a distribution group you specify during setup of the managed service. We will provide you with access to AWS CloudWatch and will work with you to configure appropriate dashboards.
First line support, incident handling and change requests
For customers buying our managed service, we will provide first line support for your AWS services via our service desk (see the comments about ‘partner-led support’ above). We strongly recommend that you buy AWS Business Support whenever you are hosting production services in AWS. Where our first line support engineers are unable to resolve an incident or change request, our team will act as an intermediary between you and the AWS Business Support team.Change requests are typically undertaken on a T&M basis. Working hours for the core service are 08:00-18:00 Mon-Fri.
Named technical contact
We will provide managed service customers with a named contact for technical and other queries
Reporting
Reporting in the core managed service includes the following:
- Patching – a report detailing the status of patching across your estate.
- Incident management – a report detailing the number of incidents raised against SLAs.
- Security and compliance – a report detailing recommendations against AWS best practice.
- Cost optimisation – a report detailing how cost savings could be made across your estate.
All reports are provided monthly
Patching
The setup and configuration of patching of your EC2 instances is included as part of on boarding into the managed service. We will provide monthly reports as to whether the patching has been successful or not. As part of the core offering, we do not fix the issues, we advise you of them. However, change requests can be raised to request changes.
In cases where we have built your environment, we will work with you to agree on the patching configuration and schedule. If you have an already established environment and a patching schedule, we can provide a review of what you have in place during the managed service onboarding process, if required.
Anti-malware (AV) – Windows servers only
We include the setup and configuration of Windows Defender as part of our core service offering for your Windows servers. Whilst this is a robust and stable service it may not offer everything required for all customers such as ongoing monitoring, alerting or support of Linux or other operating systems. A comprehensive Enhanced Anti-malware solution is offered as an add-on.
In cases where we have built your environment, we will have worked with you to agree on the anti-malware configuration and update schedule. If you already have an established environment and update-schedule we can provide a review of what you have in place during the managed service onboarding if requested
Service requests and change requests
Our service desk team will follow the ITIL request fulfilment process to manage service requests and change requests. For customers buying our managed service, where necessary, we will raise a call against the AWS Business Support service desk, returning the response to the customer as we get it.Change requests are managed Monday-Friday 08:00-18:00 excluding UK public holidays unless otherwise stated.
Account management
Managed service customers will be assigned a named account manager who will be your primary contact at Jisc for all service-related matters. For technical queries, your account manager will liaise with your named technical contact at Jisc. Your account manager will arrange quarterly service review meetings (typically by video call). Whenever necessary, these will also include your named technical contact.