8K Miles' Response to RFP - NCPA
8K Miles' Response to RFP - NCPA
8K Miles' Response to RFP - NCPA
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Tab 8: Value Added Products and Services<br />
<br />
<br />
<strong>8K</strong>Miles operates out of three US locations, India, and Singapore. Upon award of the contract,<br />
<strong>8K</strong>Miles will ensure 24x7x365 helpdesk and technical support for the solutions and services<br />
offered by <strong>8K</strong>Miles under this contract that Region 14 and <strong>NCPA</strong> members can purchase if<br />
required. Furthermore, Region 14 and <strong>NCPA</strong> members that utilize S-VPC offering with managed<br />
services option will have their environment moni<strong>to</strong>red at no additional cost for events and<br />
proactive notifications of incidents that occur in their environment.<br />
In addition, Region 14 and <strong>NCPA</strong> members will have access <strong>to</strong> support offered by AWS. AWS<br />
Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced<br />
and technical support engineers at each of the North America location. The service helps <strong>NCPA</strong><br />
members <strong>to</strong> successfully utilize the products and features provided by Amazon Web Services.<br />
AWS support is provided in four tiers:<br />
1. Basic: Free forum-based support for any one that subscribes <strong>to</strong> AWS services.<br />
2. Developer: Email-based support with twelve (12)-hours response time meant for<br />
individual developers.<br />
3. Business: Phone, chat, and email-based support with one (1)-hour response time<br />
designed <strong>to</strong> meet the needs of small and medium-size businesses and enterprises getting<br />
started with AWS.<br />
4. Enterprise: Phone, chat, email, and a dedicated technical account manager for enterprise<br />
with fifteen (15)-minutes response time designed for AWS power users.<br />
All AWS Support tiers offer cus<strong>to</strong>mers of AWS Infrastructure Services an unlimited number of<br />
support cases with pay-by-the-month pricing and no long-term contracts. The four tiers provide<br />
developers and businesses the flexibility <strong>to</strong> choose the support tiers that meet their specific<br />
needs.<br />
The combination of <strong>8K</strong>Miles support and AWS support gives Region 14 and <strong>NCPA</strong> members<br />
the peace of mind they need knowing that there is a person they can reach out <strong>to</strong> when something<br />
goes wrong.<br />
<br />
<br />
<strong>8K</strong>Miles is one of the early partner companies of Amazon Web Services. The expertise gained<br />
from servicing AWS cus<strong>to</strong>mers since the inception of services has created a very special<br />
relationship with AWS. To date, Jeff Barr, AWS Chief Evangelist hosts joint webinars with<br />
<strong>8K</strong>Miles leadership team on various <strong>to</strong>pics in cloud computing. This has created a virtuous cycle<br />
over years with more and more cus<strong>to</strong>mers trusting <strong>8K</strong>Miles with the knowledge and expertise we<br />
bring. As this trust brings more business, the <strong>8K</strong>Miles team has gained even more knowledge<br />
and contributed back <strong>to</strong> the community. One such example is a presentation on “Email<br />
Architecture using SES” by <strong>8K</strong>Miles chief architect, Jithu Balakrishnan, that was highlighted on<br />
AWS blog (http://aws.typepad.com/aws/2012/10/aws-week-in-review-oc<strong>to</strong>ber-8-2012.html) this
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