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
Also available from TechBlue:
• TechBlue Advanced Microsoft Support
• TechBlue Advanced FICO Support
• TechBlue Advanced Oracle Support