Page Comparison

Responding To Alerts P15

24x7x365

CloudNOC will respond to alerts within response time based on support agreement.

CloudNOC will restore impacted services.

CloudNOC will escalate issues to the customer if necessary.

CloudNOC will perform root cause analysis once issue is resolved.

CloudNOC will communicate resolution progress and update customer.

CloudNOC will maintain a record of all alerts for up to a year.

Monitoring

CloudNOC will ensure that all production systems are monitored.

CloudNOC will maintain appropriate alert levels and make adjustments as necessary.

CloudNOC will add and remove alerts upon request.

CloudNOC will keep the system free of false positive alerts.

CloudNOC will provide Advanced Kafka and Vault Monitoring.

• Infrastructure Monitoring

Database Backup Failure

Disk space in percentage from total

Filling Up Disks

High CPU

High Load Balancer Latency

Low Memory

Number of Processes

Percentage of inodes

Server Unavailable

System swap size

Unhealthy Hosts Under Load Balancer

VM Memory Size

Web Page Slow or Unresponsive

• AWS Monitoring

Services monitoring

API Gateway

Autoscaling

AWS DynamoDB

AWS EC2

AWS EFS

AWS ElastiCache

AWS ELB

AWS Lambda

AWS SES

AWS SQS

Backup

CloudNOC will ensure that all data is backed up according to the retention policy.

CloudNOC will ensure backup data is available in the event of a disaster.

CloudNOC will restore data from back up upon customer request. Restore takes approx. 2 hours per TB of data.

CloudNOC will delete the backup snapshots that are older than the required retention policy.

CloudNOC will monitor backup service and report any interruptions.

SOC

Scanning

CloudNOC will perform monthly scans of all customer infrastructure in AWS and provide customer with a report of identified vulnerabilities.

CloudNOC will maintain reports associated with each scan.

Patching

CloudNOC will continuously monitor the environment and CERT list of published vulnerabilities to establish if any software packages need to be patched.

CloudNOC will work with the customer to schedule and perform patch application.

Access Control

CloudNOC will manage access control to AWS, servers residing within AWS and other application systems managed by CloudNOC such as Intrusion Detection, Chef, Monitoring.

CloudNOC will generate access control entitlement report on a monthly basis.

Network Security

CloudNOC will manage firewall rules of all systems with AWS.

CloudNOC will generate network policy report every quarter.

CloudNOC will create a ticket if the request was not submitted via ticketing system.

Intrusion Detection

CloudNOC will maintain Intrusion Detection Server and ensure that IDS agents are deployed on all servers within AWS.

CloudNOC will ensure attack signatures are maintained up to date.

CloudNOC will investigate all IDS alerts within SLA based on their severity.

CloudNOC will provide quarterly reports summarizing IDS activities.

Incident Management by PagerDuty

CloudNOC will provide monthly reports from ticketing systems.

CloudNOC will ensure ticketing system is available and secure.

CloudNOC will retain ticketing data for up to 5 years.

Compliance Engine

Custom policy request