Overview

The Premium tier builds upon the Essentials and Advanced tiers, providing an elevated level of service.

Within the Advanced tier, SoftwareOne handles the day-to-day operations for its customers. However, the Premium tier takes several steps further. This tier is particularly suited for customers who require a robust cloud managed service partner to support them, but lack the necessary skills, resources, or knowledge to oversee and maintain the underlying infrastructure for their applications. Customer’s benefit is that SoftwareOne becomes an extension of their own team, enabling them to focus on their core business and IT priorities.

It is important to note that the customer remains responsible for their application code. Nevertheless, SoftwareOne can assist with provisioning, maintenance, and managing the workload lifecycle from Development and User Acceptance Testing (UAT) to Production.

As SoftwareOne assumes responsibility for customers' workloads in the cloud, it is imperative that the platform is built upon a solid and secure landing zone. This is achieved through the implementation of SoftwareOne's enhanced landing zone and the transition of a customer's workloads to Infrastructure as Code (IaC). By doing so, SoftwareOne ensure consistency and the ability to align the release velocity with customer demand.

Please be aware that the SoftwareOne Landing Zone and workload transformation are delivered separately as part of a professional services engagement during the customer onboarding process.

Now, customers can direct their attention towards their core business, while SoftwareOne manages their active directory (for systems), operating systems, containers, networks, databases, and virtual desktop farms. SoftwareOne guarantees that their cloud environment is configured and supervised with enhanced security measures, including system authentication management, identity governance, access control, vulnerability management, and threat detection, in order to mitigate potential risks.

For all our Cloud Managed Services, we provide 24x7 incident support with a response time of 15 minutes. The Premium tier offers an additional 4-hour resolution time and service credits based on Service Level Agreements (SLAs). The Service Delivery Manager engagement is increased, holding fortnightly operational meetings and monthly service reviews to ensure maximum value delivery.