TDP Subscription – 24x7 Support per Node (Annual Service) - PS

Overview The TDP Managed Support Subscription delivers a turnkey, node-level Professional Services engagement that ensures continuous operational excellence for every Tecnisys Data Platform (TDP) node running in AWS. Engineered to guarantee high availability, robust governance and optimal performance, this offering fully aligns with AWS Marketplace Professional Services requirements.

Statement of Work (SOW) **24×7 Proactive Monitoring (per Node)

• Continuous telemetry ingestion from each node into AWS CloudWatch
• Custom alerting and automated escalation workflows for node-specific anomalies

**Incident Management

• Rapid triage and resolution of critical node incidents with MTTR ≤ 30 minutes
• Tiered escalation protocols and pre-defined runbooks for each node type

**Minor Change Management

• Non-disruptive application of security patches and configuration updates via tdpctl on individual nodes Post-change validation through smoke tests and health checks

**On-Demand Scalability Validation

• Verification and tuning of Auto Scaling parameters at the node level
• Dynamic capacity planning to accommodate workload spikes on a per-node basis

**Deliverables & Outcomes

• Monthly Performance Reports: Uptime, latency and resource utilization metrics for each node (99.9 % availability target)
• Quarterly Compliance Reports: Encryption audits, IAM policy reviews and security hardening per node
• Real-Time Dashboards: Amazon QuickSight integration for live visibility into individual node health
• Operational Runbooks & Playbooks: Standardized procedures for repeatable resolution of node-specific incidents