A monitoring service exposes many weaknesses in the solution and more often the alerts by the time they have been identified and attended to become a break-fix issue. When you engage us in cloud management, we not only raise the alerts but also start working to remediate problems. We also perform Root Cause Analysis (RCA) of the problem to prevent it from reoccurring.
In addition to monitoring, alert management and SOP remediation, resolution of problems or issues are performed remotely. All incoming alerts and log files are reviewed to quickly pinpoint an issue, maintain communication with the customer on progress, and remediate the problem. If the problem is not resolved and would require external help, we immediately escalates to the appropriate Cloud vendor Support for further troubleshooting and follow though to resolution.