TechBlue Advanced Support

Advanced AWS Support and Services Portfolio

GSA Schedule 70: GS-35F-0588V

Now more than ever, production systems require a blend

of resources to proactively manage and reactively

respond to challenges and opportunities inherent to

operations. TechBlue provides a level of service

designed for collaboration, guidance and support of

mission-critical systems and solutions, including

applications, databases and middleware.

Advanced AWS Support

Designed to reduce time and money, and to maximize the

functionality, availability and scalability of critical systems,

TechBlue Advanced AWS Support consists of four

complimentary offerings:

• TechBlue Incident Management

• TechBlue Support Team

• TechBlue Solution Manager

• TechBlue Innovation Center

KEY BENEFITS

• Allow your staff to focus on core

IT business issues

• Streamlined issue resolution

• Formal Incident Management

methodology

• Reduced risk of downtime and

service interruption

• Reduced cost over traditional

support models

• Proactive strategic and technical

guidance

Cloud-based research

and development

environments

24 x 7 x 365 ITIL-based

Incident Management

Services

Strategic, technical and

organizational

consultation services

Dedicated, certified

technical support

professionals

AWS INCIDENT MANAGEMENT

High availability with 24x7x365, mission-critical issue response

and resolution

KEY BENEFITS

• 24x7x365 Incident Management

• Toll-free 1800 number access

• ITIL-based Incident Management

process

• Dedicated support team that

knows client environments

• Monthly, quarterly and yearly

performance metrics

• Proactive and preventative advice

• Tiered support streams ensuring

critical issues receive priority

• Innovation Center replication of

client environments

High-performing systems and solutions are critical to

operational excellence, which is why TechBlue delivers

comprehensive solution support and incident

management services.

A team of dedicated support professionals stay deeply

familiar with client systems and operational objectives to

quickly respond to incidents, and deliver proactive

recommendations that improve business solutions.

As a member of the AWS Partner Network TechBlue

leverages advanced diagnostic tools and technologies to

resolve issues and implement lasting changes to AWS

solutions, resulting in greater system performance and

availability.

AWS SUPPORT TEAM

Dedicated, production-critical day-to-day system and solution

support

TechBlue dedicated support professionals provide

strategic and technical expertise to support mission-

critical environments, systems and solutions.

Led by an AWS Solution Manager, our dedicated team

delivers comprehensive consultation on the configuration

and architecture of the AWS platform.

Our AWS-certified consultants are experts in the

migration and enhancement of existing applications and

services. We develop customized portfolios to ensure

effective response to opportunities and challenges, and

follow proven solution development methodologies to

deliver new and enhanced capabilities that increase

mission value and success.

KEY BENEFITS

• Dedicated, vendor-certified, onsite

and offsite personnel

• Issue identification and resolution

• Issue avoidance with proactive

issue identification and resolution

• Reduce IT costs

• Reduce resolution time by having

dedicated personnel available

• Flexible support configurations for

off-hours, weekends and holidays

AWS SOLUTION MANAGER

Strategic, tactical and organizational consultation on AWS

solutions and software

The AWS Solution Manager serves as the primary point

of contact and expertise for TechBlue AWS clients.

Front-line strategic, tactical and organizational advisory

services ensure client solutions continue to meet mission-

critical objectives and requirements.

TechBlue methodologies facilitate periodic reviews to

proactively identify potential challenges and exploit

opportunities, and drive recommendations based on

AWS best practices.

In conjunction with a dedicated AWS Support Team,

TechBlue is ensuring robust, value-producing AWS

implementations.

KEY BENEFITS

• Allow your staff to focus on core

IT business issues

• Streamlined issue resolution

• Formal Incident Management

methodology

• Reduced cost over traditional

support models

• Proactive strategic and technical

guidance

• Proactive opportunity analysis

and strategic recommendation

TECHBLUE INNOVATION CENTER

Cloud-based, scalable research, development and staging

environments

As a strategic and tactical component of TechBlue

Advanced Support, the Innovation Center enables our

support team to maintain close familiarity with customer

technologies by simulating environments, solutions and

software.

The Innovation Center enables faster incident resolution

by enabling realistic incident simulation in replicated

environments. Solution impact risk is reduced through

comprehensive testing and simulation prior to client

environment implementation.

In conjunction with proactive guidance and

recommendations, proofs of concepts are developed and

demonstrated to customer stakeholders for evaluation,

planning and implementation.

KEY BENEFITS

• Realistic incident replication

• Solution development, testing

and approval

• Dedicated POC environment for

proactive recommendation R&D

• Increased familiarity with client

environments and solutions

• Cloud scalability and flexibility to

adapt to new client objectives

• Increased incident resolution

speed

• Reduced customer risk

Compute Amazon EC2, Amazon EC2 Container

Service, AWS Lambda

Storage & Content Delivery Amazon S3, Amazon Glacier, AWS

Import / Export, AWS Storage Gateway

Databases Amazon RDS, Amazon DynamoDB, Amazon

Redshift, Amazon ElastiCache

Administration & Security AWS Directory Service, AWS Identity and

Access Management, AWS CloudTrail,

AWS Config, Amazon CloudWatch

Analytics Amazon EMR, Amazon Kinesis, Amazon

Redshift, AWS Data Pipeline

Deployment & Management AWS Elastic Beanstalk, AWS OpsWorks,

AWS CloudFormation, AWS CodeDeploy

Application Services Amazon SQS, Amazon AppStream

Enterprise Applications Amazon WorkSpaces, Amazon Zocalo

ENGAGING TECHBLUE ADVANCED SUPPORT

TechBlue Advanced Support can be delivered in as little as thirty

days, getting you the support you need quickly

SUPPPORTED AWS PRODUCTS

Traditional Vendor Support TechBlue Advanced Support

Approach Vendor-centric Customer-centric

Focus Product sales-driven Product support-driven

Risk Support tied to licensing Support independent of licensing

Cost Model Maximize vendor margins Minimize customer cost (~ 50% less)

Flexibility Vendor limited Customer

Coverage “Off the shelf” Software Customized Solutions

Upgrades Upgrades dictated by vendor Upgrades dictated by customer

Innovation Vendor-only perspective Vendor and Industry perspective

WHY TECHBLUE ADVANCED SUPPORT

From a vendor perspective, license and maintenance

costs represent significant income. However from a

customer perspective they represent significant cost.

More and more companies are expressing dissatisfaction

with the cost of support from product vendors. In some

cases vendors are generating over 90% operating profits.

Improving operational efficiency requires a new support

model focused on expanding innovation, reducing costs,

improving performance, and eliminating limitations

associated with tying vendor software with support.

With TechBlue Advanced Support our customers are able

to focus more of their resources on strategic, mission-

critical improvements that drive performance, and

leverage dedicated, round-the-clock support for

capability sustainment and enhancement.

0

20

40

60

80

100

120

Fiscal Year 2014

IT Operational vs

Capital Expenditures

Capital Operational

71%

29%

Gartner IT Key Metrics Data 2014

TECHBLUE ADVANCED SUPPORT VERSUS TRADITIONAL SUPPORT

TechBlue, Inc.

+1 (800) 880-2654

www.techblue.com

info@techblue.com

Also available from TechBlue:

• TechBlue Advanced Microsoft Support

• TechBlue Advanced FICO Support

• TechBlue Advanced Oracle Support