| 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 |
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