Credentials, access and incident handling
What the clouds list us for, how we get into your environment, and what happens when something breaks.
Cloud credentials
38active AWS certifications
- Foundational
- Associate
- Professional
- Specialty
AWS
- Advanced Tier Services Partner
- Well-Architected Partner Program
Microsoft Azure
- Data & AI (Azure)
- Digital & App Innovation (Azure)
Google Cloud
AWS programmes
- AWS Advanced Tier Services PartnerOur current tier with AWS.
- AWS Solution ProviderWe resell AWS, so every account you link comes on one invoice, with a monthly cost report.
- AWS Well-Architected Partner ProgramMember. Our reviews are recorded in your own AWS Well-Architected Tool.
Service Delivery Validations
- Amazon EC2 for Windows Server
- Amazon CloudFront
- AWS Lambda
- Amazon RDS
- AWS Systems Manager
How we get access to your cloud
Every engagement, on any cloud. You can check each rule in your own account.
- Roles you create and can revokeA role in your account with only the permissions the work needs. Delete it and access ends.
- Read-only first, then time-boxed writesWe look before we change anything. Write access is time-boxed to one approved change.
- Multi-factor sign-inEvery engineer signs in with multi-factor authentication, every time.
- Everything logged in your accountActions are recorded in your cloud’s audit log, where you can read them without asking us.
- No shared passwordsEach engineer has their own identity. Leavers lose access the same day.
- Secrets in a vaultCredentials and keys live in a vault, never in tickets, email or chat.
How we use AI in your work
Where AI takes part in the work, these rules hold on every cloud.
- AI reads first, then proposesIt reads each alert with its logs and recent changes, and drafts a cause and a fix.
- A named engineer approves every changeNothing changes in your accounts until a named engineer has checked the proposal and approved it.
- One exception, agreed in writingFrom Managed Services Professional, it may run a runbook you approved in writing for a known, safe fault.
- Only the access you grantIt works through roles you create and can revoke, with only the permissions the work needs.
- Every change in your audit logEach change is recorded in your own cloud’s audit log, where you can read it without asking us.
What happens when something breaks
The same five steps every time. Timing is set in your agreement.
- Step 1: DetectAn alarm or your own report reaches one of our engineers.
- Step 2: TriageA named engineer takes ownership and agrees the severity with you.
- Step 3: CommunicateYour named contacts get updates at the interval set for that severity.
- Step 4: FixService first, then the cause. Every change follows the access rules.
- Step 5: ReviewA written summary within three business days, where your service level includes one.
Data, privacy and terms
Short answers here, the full text on its own page.
Where your data lives
- Your data stays in your accounts and Regions.
- We do not sell data.
- Subprocessors and data processing terms are on their own page.
Privacy
How we collect, use and protect personal data, on this website and when we work for you.
Terms of service
The terms for this website. Your agreement sets the terms for the work itself.
Report a security issue
Found a problem in our website or services? Email us, and leave passwords, keys and personal data out of the report. We reply within one business day.
Questions about our controls rather than a fault go to an engineer who can answer them.
Ask a security question (opens in a new tab)