Aurora›Cloud & Data Services›Managed Infrastructure

Managed Infrastructure.

Managed support during agreed engagement hours across cloud, network, OS, database and application layers — with documented SLAs and a named technical account manager.

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Common failure patterns

These are the patterns Aurora’s engagement model is designed to prevent.

F 01

Monitoring deployed but alerting thresholds never tuned.

Alert fatigue in month two. Real incidents missed in the noise.

F 02

Runbooks written at handover but never updated.

Documentation drifts from reality. First incident response follows an outdated procedure.

F 03

Single-layer operations.

Cloud monitored, database not. Incident in the unmanaged layer has no response path.

Aurora’s operating approach

Your account is run by Aurora's named technical account manager. Our infrastructure engineers handle configuration management, change execution, incident response during business hours and monthly service reviews. Partner-operated follow-the-sun monitoring is available where contracted through Aurora's NOC partner. Hyperscaler support partners contribute cloud-specific escalation where required. Database specialists join where the scope includes managed databases. Aurora's TAM is your single relationship; you see one team.

Operational outcome

Managed support during agreed engagement hours across cloud, network, operating system, database and application layers — with documented SLAs, a named technical account manager and monthly service reviews.

Service shape

Who it is for

Industry-agnostic · Mission-critical workloads

How this combines

Often follows a Cloud Adoption engagement; can also be engaged standalone on existing estates. Integrates with Solutions Delivery for application-layer support.

Pricing posture

Diagnostic engagements are flat-fee. Full engagements are scoped after the diagnostic against a defensible range; we share the range in writing before the engagement contracts.

Engagement tiers

Essential

Monitoring, scheduled maintenance, incident response, and documented escalation.

Monthly retainer · per-environment

Managed

Managed support during agreed engagement hours across cloud, network, OS, and database. Monthly service reviews.

Engagement-scoped after discovery

Strategic

Partner-operated follow-the-sun monitoring where contracted, application-layer SRE, capacity planning, documented operating evidence pack.

Engagement-scoped

Partner extensions

Collaboration model

Aurora is the single contractual party with the named technical account manager. NOC and hyperscaler partners contribute scoped specialist roles under Aurora's SLA framework and runbooks.

NOC

Tier-1 NOC & Monitoring

Contracted observability, alerting and incident-routing support where required.

HYPER
SCALER

AWS / Azure / GCP Delivery Partner

Hyperscaler-accredited delivery teams across all three major clouds.

SEC

Security Posture Partner

CSPM and security baseline tooling for regulated cloud.

Typical engagement lifecycle

Phase 01

Discovery

Environment discovery and tier-mapping.

Phase 02

Document

Runbook authoring and monitoring instrumentation.

Phase 03

Transition

Support transition with a defined validation period.

Phase 04

Run

Steady-state operation and monthly service reviews.

Operational deliverables

▮

Documented SLAs with named escalation paths.

▮

Monthly service reviews against incident, change and performance trends.

▮

A named technical account manager who knows your environment.

Frequently asked questions

Is this proactive or reactive support?+

Both. Proactive monitoring, scheduled maintenance and capacity planning sit alongside reactive incident response.

How are SLAs structured?+

Tiered by severity. Standard tiers are documented; bespoke SLAs are agreed for regulated workloads.

Do you cover databases?+

Yes. Database specialist support is included for common engines; specialist partners are engaged for rarer ones.