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tecRacer AWS Managed Services

tecRacer Amazon AWS Managed Services runs your applications in the Amazon Cloud. In doing so, we don’t just “support”, we take over the complete service management for you and thus reduce your costs.

*Certification applies to tecRacer GmbH & Co. KG
AWS Managed Services References

Complete Service Management

AWS Account – Services
  • Self-service access to our tecRacer AWS account and cost management tool
    • Resource Utilization Reports
    • Trending Reports
    • Change Monitoring
    • Best Practice Recommendations from our
    • tecRacer AWS Account and Cost Management Tool
  • tecRacer Services
    • Monitoring of AWS CloudTrail and AWS GuardDuty events
    • Monitoring and tracking of AWS-Config events
Implementation of a backup strategy and its execution
  • Automated backups of agreed data and their monitoring according to the service certificate
Implementation and execution of monitoring
  • Integration of the Amazon AWS resources of the target architecture into our monitoring systems and provision of R/O accesses incl. alert functionality
Implementation and monitoring of operating system patching
  • Deployment of Windows operating system security updates or Linux kernel security updates in the defined time window, provided that the customer environment supports this properly.
  • The patching of Docker containers is performed by the customer themselves as part of their deployment process.
Implementation and monitoring of antivirus messages
  • Managed antivirus if requested by the customer and supported by the operating system.
Implementation of log file backup
  • Setup of an instance/container based agent for the determination and processing of log files according to the performance certificate
Activities that exceed the services of the AWS tecRacer Service – Package

Such as:

  • Incident and problem management
  • Change requests requested by the customer
  • Disaster recovery and restoration of availability
  • individual manual patching with arrangements and staging concept
  • as well as general support requests

are charged on an hourly basis. The hourly rates and response times are defined in the SLA. Hours incurred are documented and invoiced to the customer at the end of the month at the agreed hourly rates.

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Service Level Agreement (SLA)

The classification consists of class A, B and C and defines different activities with respective reaction and solution times. The specified solution times are values for orientation and cannot be guaranteed.

  • Service scope 9×5 Service scope 24×7
    Task Systems are unreachable
    Communication via Email, customer portal or phone
    Reported by
    • tecRacer Monitoring Service
    • Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)
    • tecRacer Monitoring Service (24×7)
    • Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)
    Service time
    • Support for your AWS hosting scenario is provided by tecRacer on weekdays Mon.-Fri. 08:00 to 17:00.
    • Class A calls, emails and system notifications received outside of business days Mon.-Fri. 08:00 to 17:00 will be answered, but will not be processed until the next business day.
    • In the event of reported malfunctions by automated tecRacer Class A monitoring systems, tecRacer carries out agreed emergency measures as part of incident management.
    Automated confirmation of receipt / notification in the service window 15 min.
    Qualified feedback (response period) in the service window under 30 min.
    Solution period in the service window 2 hours
    Hourly rates in the service window Hourly rates according to service specifications
  • Service scope 9×5 Service scope 24×7
    Task Correction of technical errors that affect the system, but do not fall under Class A.
    Communication via Email, customer portal or phone
    Reported by
    • tecRacer Monitoring Service
    • Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)
    Service time
    • Class B calls, emails and system notifications received outside of business days Mon.-Fri. 08:00 to 17:00 will be answered, but will not be processed until the next business day.
    Automated confirmation of receipt / notification in the service window 15 min.
    Qualified feedback (response period) in the service window under 2 hrs.
    Solution period in the service window 8 hours 4 hours
    Hourly rates Hourly rates according to service specifications
  • Service scope  9×5 Service scope 24×7
    Task Maintenance work and change requests
    Communication via Email, customer portal or phone
    Reported by Contact person at the customer (only Mon.-Fri. 08:00 to 17:00, working days)
    Service time Class C calls, emails and system notifications received outside of business days Mon.-Fri. 08:00 to 17:00 will be answered, but will not be processed until the next business day.
    Maintenance work according to time and effort in the service window
    • Are implemented by agreement with the customer directly according to effort
    • Working days Mon.-Fri. 08:00 to 17:00
    Submission of a qualified assessment of a change request (assessment fully documented in the RfC) Service period
    • Low-/ Medium-effort CR: under 2 working days, Monday to Friday
    • High-effort CR: under 10 working days, Monday to Friday
    Implementation time in the service window Change request is implemented according to tecRacer’s implementation plan after approval by the customer
    Hourly rates
    • Hourly rates according to service specifications
    • smallest billing unit is 15 min.

Klasse A

  • Tätigkeit

    • Systeme sind nicht erreichbar

    Kommunikation via

    • Email, Kundenportal oder Telefon

    Wird gemeldet von

    • tecRacer Monitoring Dienst
    • Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)

    Service-Zeitraum

    • Die Betreuung Ihres AWS Hosting-Szenarios erfolgt seitens tecRacer Werktags Mo.-Fr. 08:00 bis 17:00 Uhr.
    • Anrufe, E-Mails und System-Benachrichtigungen der Klasse A, die wir außerhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am nächsten Arbeitstag.

    Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum

    • 15 min.

    Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum

    • unter 30 min.

    Lösungszeitraum im Service-Zeitraum

    • 2 Stunden

    Stundensätze im Service-Zeitraum

    • Stundensätze gemäß Leistungsschein

  • Tätigkeit

    • Systeme sind nicht erreichbar

    Kommunikation via

    • Email, Kundenportal oder Telefon

    Wird gemeldet von

    • tecRacer Monitoring Dienst (24×7)
    • Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)

    Service-Zeitraum

    • Bei gemeldeten Störungen durch automatisierte tecRacer Monitoring-Systeme der Klasse A führt tecRacer vereinbarte Notmaßnahmen im Rahmen des Incident-Managements durch.

    Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum

    • 15 min.

    Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum

    • unter 30 min.

    Lösungszeitraum im Service-Zeitraum

    • 2 Stunden

    Stundensätze im Service-Zeitraum

    • Stundensätze gemäß Leistungsschein

Klasse B

  • Tätigkeit

    • Beseitigung von technischen Störungen, die das System beeinträchtigen, aber nicht unter Klasse A fallen.

    Kommunikation via

    • Email, Kundenportal oder Telefon

    Wird gemeldet von

    • tecRacer Monitoring Dienst
    • Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)

    Service-Zeitraum

    • Anrufe , E-Mails und System-Benachrichtigungen der Klasse B, die wir außerhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am nächsten Arbeitstag.

    Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum

    • 15 min.

    Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum

    • unter 2 Std.

    Lösungszeitraum im Service-Zeitraum

    • 8 Stunden

    Stundensätze im Service-Zeitraum

    • Stundensätze gemäß Leistungsschein

  • Tätigkeit

    • Beseitigung von technischen Störungen, die das System beeinträchtigen, aber nicht unter Klasse A fallen.

    Kommunikation via

    • Email, Kundenportal oder Telefon

    Wird gemeldet von

    • tecRacer Monitoring Dienst
    • Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)

    Service-Zeitraum

    • Anrufe , E-Mails und System-Benachrichtigungen der Klasse B, die wir außerhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am nächsten Arbeitstag.

    Automatisierte Eingangsbestätigung / Benachrichtigung im Service-Zeitraum

    • 15 min.

    Qualifizierte Rückmeldung (Reaktionszeitraum) im Service-Zeitraum

    • unter 2 Std.

    Lösungszeitraum im Service-Zeitraum

    • 4 Stunden

    Stundensätze im Service-Zeitraum

    • Stundensätze gemäß Leistungsschein

Klasse C

Serviceumfang 9×5
und 24 x 7

Tätigkeit

  • Wartungsarbeiten und Change Requests

Kommunikation via

  • Email, Kundenportal oder Telefon

Wird gemeldet von

  • Ansprechpartner beim Kunden (nur Mo.-Fr. 08:00 bis 17:00 Uhr, Werktags)

Service-Zeitraum

  • Anrufe, E-Mails und System-Benachrichtigungen der Klasse C, die wir außerhalb von Werktags Mo.-Fr. 08:00 bis 17:00 Uhr erhalten, werden entgegengenommen, eine Bearbeitung erfolgt jedoch erst am nächsten Arbeitstag.

Wartungsarbeiten nach Aufwand im Service-Zeitraum

  • Werden nach Vereinbarung mit dem Kunden direkt nach Aufwand umgesetzt
  • Werktags Mo.-Fr. 08:00 bis 17:00 Uhr

Vorlage einer qualifizierten Bewertung eines Change Requests (Bewertung im RfC vollständig dokumentiert) Service-Zeitraum

  • Low-/ Medium-effort CR: unter 2 Arbeitstage, Montag bis Freitag
  • High-effort CR: unter 10 Arbeitstage, Montag bis Freitag

Umsetzungszeit im Service-Zeitraum

  • Change Request wird gemäß Umsetzungsplan von tecRacer nach Freigabe durch den Kunden umgesetzt

Stundensätze im Service-Zeitraum

  • Stundensätze gemäß Leistungsschein
  • kleinste Abrechnungseinheit sind 15 Min.

ISG Research positions tecRacer as a market leader for the “AWS Ecosystem”

tecRacer was positioned as a leader in “AWS Competency by Solution: Data Analytics and Machine Learning” and “Consulting” in the ISG Provider Lens™ Quadrant Report “AWS Ecosystem” by Information Services Group (ISG), a leading global technology research and consulting firm.

tecRacer strengths particularly emphasized

Every year, tecRacer conducts the AWS MSP audit. The audit reports of the last three years have particularly highlighted these strengths of tecRacer.

Die Auditierung findet gegen diese AWS Managed Service Provider (MSP) Partner ProgramValidation Checklist statt: View list (PDF)

  • AWS is the only focus of tecRacer; therefore, they are experts.
  • tecRacer is AWS Authorized Training partner; then, they are offering excellent training to their staff and externals. The number of certified staff exceeds the Premium Partner requirements.
  • tecRacer has developed a very well documented WIKI.
  • tecRacer has achieved AWS Competency in DevOps, Data and Analytics, Big Data, and Amazon Connect.
  • tecRacer employs an external company to buy reserved instances. It allows them to reduce the billing consequently.
  • tecRacer has dashboards available in Site24/7, Autotask, and CloudCheckr. Their customers also can access to these dashboards.

AWS MSP Partner Validation Summary Report 2020

AWS MSP Partner Validation Summary Report 2018

AWS MSP Partner Program Audit Report 2017

“Accelerator” rated by Crisp Research AG

tecRacer was once again rated as an “Accelerator” and thus as a leading service provider in the Managed Public Cloud Provider Study by Crisp Research in the Digital/Webworkloads area. The term “Accelerator” makes it clear that those service providers make a significant contribution to accelerating the transformation and innovation processes on the customer side and are to be understood more as partners than as pure service providers.

Amazon AWS has significantly increased the requirements for AWS Managed Services Providers, in which an on-site audit on an “AWS Managed Service Program Partner Validation Checklist” created by AWS by the company ISSI is now a mandatory requirement.

This „AWS Managed Service Program Partner Validation Checklist“ contains more than 75 checks on topics such as Infrastructure Migration Design Capabilities, Security, Service Desk Operations and Customer Support, Service Level Agreements, etc., all of which are very AWS-specific.

Managed Public Cloud Provider study

tecRacer was rated as an “Accelerator” by Crisp Research AG in September 2018:

“tecRacer from Hanover is also taking an individual approach. The strategy remains the clear focus on Amazon Web Services. Here, tecRacer is probably the most competent and important partner in Germany. The training programs and community involvement in the AWS environment have put the service provider in the spotlight. As before, tecRacer also absolutely lives up to this task, so that a place among the accelerators is assured.”

Excerpt from the study

We would be happy to send you the complete study on request!

Success Stories

  • Brüder Schlau GmbH & Co. KG – 2018

    Dr. Christian Büschking, Senior Consultant E-Commerce, Brüder Schlau GmbH & Co. KG, Porta Westfalica
    “Especially the good cooperation and the fast reaction in case of an incident speaks for tecRacer.”
    Read the Success Story here

  • MassUp GmbH – 2018

    Fabian Fischer, Managing Director, MassUp GmbH, Mainz
    “tecRacer proves to be technically competent and exceptionally flexible, responds quickly and offers very good support and service. And: The price-performance ratio is very good.”
    Read the Success Story here

  • STR8 GmbH & Co. KG

    Stephanie Beckers, Managing Director, Hanover
    “The fact is: I made three crosses that we decided to move to the cloud at the end of 2019. With our old server structure, we would not have been able to transform our business so quickly. That‘s the only reason why we can now implement such fast virtual events. For this, we need scalability. Especially with virtual events with live streams, a lot of website visitors are recorded at the same time. We can do all that with the current solution.”
    Read the Success Story here

  • BetSnap.com – 2018

    Christian Rehnelt, CTO, BetSnap.com, Malta
    “A high-performance system has to be transferred smoothly from a technical point of view, and in doing so we have to strictly comply with all licensing regulations. Due to the extensive AWS programming experience and the regular consultations, we feel that we are very well taken care of by tecRacer.”
    Read the Success Story here

  • TecAlliance GmbH

    Christian Drexler, Product Owner, Ismaning
    “tecRacer supports us with its extensive years and long-standing experience in moving various projects to the cloud – an essential part of our digitalisation strategy. Even after the migration, we benefit that our AWS accounts and the entire project are optimally supported by tecRacer.”
    Read the Success Story here

  • swat.io

    Johannes Nagl, CEO, Vienna
    “Just as we help our customers organise their social media management in an optimal and resource-saving way, tecRacer does the same for us in the Managed Service Partner area. As a result, we can rely on their expertise in Amazon Web Services and have our capacities free for our core business.”
    Read the Success Story here

  • Egoditor GmbH

    Bernd Zelba, Team Lead IT Development, Bielefeld
    “tecRacer has solved numerous issues and challenges for us since the beginning of the project. With the support of the MSP team, our system continues to evolve. The new automated deployment simplifies the whole thing for us immensely.”
    Read the Success Story here