Nobody handles incidents outside office hours
A failure at night or on a holiday waits until the next working morning before anyone looks at it.
Managed cloud services
Someone is watching your systems at 3am
HiTechCloud takes on management of your cloud systems — continuous monitoring, scheduled security patching, daily backup checks and incident response under SLA, on our infrastructure or on international cloud platforms.
- Cover
- 24/7, including public holidays and Tết
- Platforms supported
- HiTechCloud · AWS · Other international clouds
- Commitment
- Response SLA by incident severity
- Reports
- Monthly reports on status and incidents
Overview
Cloud does not run itself
Moving to cloud solves the hardware problem, not the people problem. Someone still has to watch the alerts, apply patches, check the backups and respond when a service dies — and none of that happens in office hours.
Most mid-sized businesses are not big enough to staff three shifts. So the in-house team is on call by personal phone, and patches wait until something breaks.
HiTechCloud's managed cloud service takes exactly that on. We run our own data center and infrastructure, so the on-call rota, escalation process and monitoring tooling already run daily rather than being assembled per contract.
Common problems
Signs the cloud environment is running unattended
Nobody reviews the cloud bill
Virtual machines and volumes created for finished work keep running and keep billing, with no one tasked to clean up.
Access rights widen over time
Accounts issued to contractors and former staff stay valid because there is no revocation process.
No committed response time
When something breaks, nobody knows how long until it is back or who is accountable.
Service
Management scope
Monitoring and alerting
Watching servers, services, databases, capacity, SSL certificates and domains, alerting at preset thresholds.
24/7 cover and incident response
Incidents taken through a dedicated channel, worked by priority and escalated to senior engineers past a time threshold.
Patching and security hardening
Patching the OS and software on a controlled schedule, and reviewing firewall rules, access rights and service configuration.
Backup and restore management
Setting backup schedules, checking results daily and periodically restoring for real to prove the backups work.
Cost review
Checking for resources paid for but unused, and right-sizing against each month's real consumption.
Documentation and reporting
Maintaining system diagrams and incident procedures, with regular reports on infrastructure health, incidents handled and improvements proposed.
How it is operated
Responsibility boundaries are written down before we start
Most disputes in managed services come from unclear ownership. We settle that in writing before we start.
- The list of systems in scope, each with its criticality rating.
- Committed response and resolution times for each severity level.
- What HiTechCloud decides alone, and what needs your approval.
- Access is granted at the minimum level, logged and reviewed periodically.
Process
From takeover to steady-state operations
-
01
Survey and handover
Reviewing the current estate, mapping the infrastructure, logging outstanding risks and agreeing the scope.
-
02
Standardization
Setting up monitoring, alerting, backup schedules, a patching process and operating documentation across scope.
-
03
Operating under SLA
Starting 24/7 cover with a dedicated intake channel, an escalation process and full logging of every action.
-
04
Periodic review
Monthly reports, review meetings and scope or configuration changes as the business changes.
Customer
Who this service is for
Businesses that have just moved to the cloud
- The system runs but nobody owns day-to-day operations.
- There is no routine for patching or verifying backups.
- You need a committed response time when something breaks.
Businesses whose cloud spend is out of hand
- The bill climbs steadily without mapping to any workload.
- Resources created for finished work are still running.
- You need a regular review with concrete reduction proposals.
Businesses that need out-of-hours cover
- The service runs for customers in the evening and at weekends.
- Night-time incidents currently wait until the next morning.
- You need someone to take the alert and follow an agreed procedure.
FAQ
FAQ
Do you take on systems hosted on AWS or another provider?
Yes. Managed services do not require the infrastructure to be with HiTechCloud. What is needed is appropriate admin access and a secure connection.
How does this differ from infrastructure management?
Infrastructure management covers the server, network and storage layer, including physical hardware. Managed cloud covers systems running on a cloud platform, including its service configuration, costs and automation.
What is left for the in-house IT team?
The usual model is shared: HiTechCloud covers nights, monitoring and infrastructure incidents; your team keeps the application and business layer. The boundary is written into the contract and can shift by stage.
How is the cost calculated?
By the number and criticality of the systems in scope, plus the SLA chosen. Pricing follows the survey and is not charged per incident.
If we end the contract, how is handover done?
All system documentation, monitoring configuration, backups and operating procedures belong to you and are handed over in full. HiTechCloud's access is revoked as soon as the contract ends.
Hand the night shift to a team already on it
Contact HiTechCloud to survey your system and propose a management scope and SLA level suited to the criticality of each service.
