CIL Support: Cloud Platform Operations (CPO)

1. Service Overview

• Service Name: CIL Support: Cloud Platform Operations (CPO)
• Provider: Cecure Intelligence Limited (CIL Support)
• Marketplace Categorization: Managed Services (Primary) | Premium Support (Secondary)
• Core Purpose: End-to-end managed operational support, monitoring, and administration for AWS cloud infrastructure to ensure system stability, operational continuity, and rapid issue resolution.

2. Key Capabilities & Scope of Work

Across all CPO packages, the service covers:

• Infrastructure Monitoring & Administration: Proactive tracking of AWS resources, performance health, and baseline system administration.
• Configuration & Access Management: Assistance with AWS configuration updates, access provisioning, and environment maintenance.
• Operational Troubleshooting: Systematic incident troubleshooting, root-cause investigation, and issue remediation.
• Routine Cloud Operations: Management of AWS service requests, standard maintenance activities, and operational guidance.

3. Service Tiers & Availability

The CPO offering is packaged into Monthly and Annual contract options across four distinct coverage tiers:

Basic (Monthly / Annual) 8x5 (Mon–Fri, 9:00 AM – 5:00 PM)

• Tier Coverage Hours (West Africa Time - WAT): No after-hours support,
• Target Audience / Use Case: Organizations needing structured AWS administration strictly during standard working hours.

Silver (Monthly / Annual) 12x5 (Mon–Fri, 8:00 AM – 8:00 PM)

• Limited after-hours support on request Teams requiring extended weekday operational coverage beyond regular business hours.

Gold (Monthly / Annual) 12x7 (Mon–Sun, 7:00 AM – 10:00 PM)

• Includes weekend coverage & after-hours access Organizations requiring extended operational supervision throughout the entire week.

Platinum (Monthly / Annual) 24x7 (Continuous round-the-clock)

• Priority support included Mission-critical workloads requiring 24/7 continuous operations, monitoring, and priority handling.