L2 Service Scope
- Katherine Lichkina
- Boris Lubomirsky
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 | Â |
 | 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. |
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 | 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 |
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 | Services monitoring |
 | API Gateway |
 | Autoscaling |
 | AWS DynamoDB |
 | AWS EC2 |
 | AWS EFS |
 | AWS ElastiCache |
 | AWS ELB |
 | AWS Lambda |
 | AWS SES |
 | AWS SQS |
Backup | Â |
 | 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 | Â |
 | 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 | Â |
 | 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 |