MSO Catalog
SERVICES CATALOG
CORE
CORE (Proactive Monitoring & Alerting) is the foundation of our Managed Service Operations, providing real-time 24/7 Proactive Monitoring & Alerting services for the Customer’s entire cloud infrastructure. This service is designed so that every component from compute, storage, network, backup, and security posture is monitored in real-time through a centralized monitoring system.
Service Engineering
Service Engineering is a flexible, on-demand support model designed to complement your Managed Service Operations. Engineering Services are designed to complement our CORE Proactive Monitoring & Alerting by providing flexible, expert-driven support tailored to your priorities. With predictable pricing and a dedicated team of certified professionals, this service helps accelerate transformation and maintain operational excellence.
| Category | CORE | Service Engineering |
|---|---|---|
| Real-time Performance & Health Monitoring 24×7 Real-time monitoring of infrastructure components and alert notifications | Yes | Yes with Deep-dive investigation & remediation |
| Self Service Portal Ticket tracking system | Yes | Yes |
| Incident Management & Resolution Handling incidents related to infrastructure components | No | Yes |
| Reporting Standard reports based on Monitoring native and ticketing summary | Yes STANDARD | Yes ANALYSIS AND EVALUATION |
| Change & Release All changes & deployments | No | Yes |
| Security Compliance Checks Assessments & recommendation | No | Yes |
| Backup & Recovery Oversight Backup policy setup, planning & testing, validation result backup and monitoring | No | Yes |
| Cost Optimization Optimize simulation, Forecasting, and Cost insight | No | Yes |
| Advisory Single Point of Contact Assigned TAM, SDM, CSM, Expert Engineer | No | Yes |
| Tiering System Pricing Model Predictable annual pricing, Tiering System based on Customer needs | No Predictable annual pricing | Yes Tiering System based on Customer needs |
⚠️
Prerequisite: Customers must subscribe to the CORE package before accessing Service Engineering options.
Why CORE?
🚦Real-time Monitoring
Stay informed about the Customer infrastructure’s status with 24/7 proactive monitoring and alert notifications, allowing swift awareness and action to act.
📑Essential Reporting
Receive standard reports, ensuring transparency in infrastructure performance, ticket summaries, and resource utilization.
🚩Early Warning System
Immediate alerts for infrastructure anomalies, helping you avoid disruptions and maintain operational stability.
💡Affordable Visibility
Ideal for customers with budget constraints, CORE delivers essential infrastructure monitoring without sacrificing quality and reliability.
📡Reliable Infrastructure Insight
Gain continuous, real-time visibility into your infrastructure, ensuring issues are identified early before impacting your business.
Why Service Engineering?
🔧Hands-on Troubleshooting
Access dedicated engineering experts to quickly diagnose, troubleshoot, and resolve complex issues beyond basic alerts.
🎯Flexible Support Model
Receive standard reports, ensuring transparency in infrastructure performance, ticket summaries, and resource utilization.
🚀Expert Advisory
Benefit from highly skilled cloud engineers capable of guiding migrations, optimizations, security enhancements, and technical best practices.
📈Continuous Improvement
Regular comprehensive reports and insights enabling informed decisions for continuous operational and infrastructure improvement.
💳Budget Control & Efficiency
Flexible hourly service tiers empower you to manage and control expenses effectively, aligning service hours precisely with your budget and priorities.
When do I need CORE or Service Engineering?
Let’s explore with real-world scenarios:
🚦 Proactive Monitoring for Peace of Mind
Challenge:
A retail company managing critical business applications on AWS Cloud frequently faced unnoticed server downtime due to limited in-house monitoring capabilities. They have no dedicated team to constantly monitor infrastructure health, and previously experienced unnoticed downtime impacting business continuity.
Solution (CORE):
Mastersystem’s CORE service was deployed, providing:
- 24×7 real-time monitoring and alerting for all critical servers.
- Immediate notifications via AWS native services when anomalies occur.
- Monthly standard reports (infrastructure health, resource usage, cost reports, and AWS Ticket summaries).
Outcome:
After deploying Mastersystem’s CORE service, they gained real-time, 24/7 monitoring with instant alerts whenever a problem arose, significantly reducing the risk of unexpected outages. With automatic notifications and clear monthly reports on usage, inventory, and alerts, the customer now enjoys improved infrastructure visibility, reduced downtime, and greater operational confidence—allowing their internal team to remain focused on strategic initiatives instead of routine monitoring.
🛠️ Expert Support Exactly When Needed
Background:
Following the successful implementation of CORE monitoring, the same retail company experienced ongoing database performance issues that required immediate expert attention beyond standard alerts. They lack internal expertise for deep troubleshooting and database optimization. Without sufficient internal technical expertise, they opted to utilize Mastersystem’s Service Engineering as an add-on.
Solution (Service Engineering):
The customer upgraded by adding Service Engineering to the existing CORE:
- Expert engineers quickly responded, conducted a deep-dive root cause analysis, and identified misconfiguration and optimization opportunities.
- Performed immediate incident resolution and infrastructure remediation.
- Implemented proactive database and infrastructure optimization to prevent recurrence.
Outcome:
Within hours, experienced cloud engineers conducted in-depth root-cause analysis, resolved critical issues, and implemented optimized configurations to enhance database performance. As a result, persistent alerts were drastically reduced, overall system reliability increased, and their team received valuable knowledge-sharing from our certified experts. Service Engineering now provides this customer with flexible, hourly-based support whenever complex troubleshooting, optimizations, or expert consultation is required.