Level 1 is first response and triage when a ticket is raised. Level 2 is the first escalation, where the break/fix investigation happens. Level 3 is the last escalation, bringing in the specialists for problems the earlier levels can't solve. You can take all three or any combination.

The common approach of charging a percentage means the support bill grows as the cloud bill grows – so we’d earn more from a bigger bill. Instead, we charge only for the support you take, so we can focus on optimising your environment and reducing your cloud spend.

No. We scope support around the part of the environment you want backed up and the levels you actually need. Many customers keep first response in-house and use us from Level 2 onwards, or run day-to-day support themselves and engage us for Level 3 as a safety net.

Our coverage is built around what you need, whether that's 24x7x365, twelve hours a day seven days a week or standard business hours. We work out the right level with you based on what your environment runs, the business risks and what makes sense commercially for you.

Yes. Our managed services are delivered by teams based in Australia. We then shape the delivery model around the level of support, coverage and escalation you need.

A Well-Architected Review is included in our managed services, and it runs as the environment changes. If a new deployment drifts from the design, weakens security or increases cost, we tell you before it becomes a problem, with a recommendation attached.