Mission Cloud Operate

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Why Cloud Operate?

    Managing AWS operations requires specialized expertise and constant vigilance. When alerts go unaddressed, infrastructure failures occur, or maintenance falls behind, your business faces costly downtime, reputational damage, and any number of unforeseen consequences. Mission Cloud Operate combines AWS operational expertise, AI-powered incident correlation, and proactive management to ensure your environment remains optimized, secure, and reliable.

Monitoring, Observability & Management

Get complete AWS environment visibility with unified monitoring. Our proactive approach identifies potential issues and enables preventative actions for system efficiency.

24/7 Alert Response & Remediation

Our CloudOps experts respond to alerts around the clock following your co-developed runbooks to ensure rapid recovery and minimize disruption throughout the incident lifecycle.

AI-powered Incident Correlation

Our AIOps tooling identifies patterns and reduces alerts (typically by 40%), quickly diagnosing complex issues and enabling proactive improvements.

Fully Managed Implementation

We handle the monitoring platform configuration, from setup to ongoing maintenance. This includes consolidating alerts, establishing thresholds, and creating actionable intelligence dashboards.

Ongoing AWS Guidance

Technical Account Managers (TAMs) provide guidance on AWS best practices. Regular reviews highlight opportunities, and CloudOps Architects assist with infrastructure and provisioning.

Hands-on Support and Maintenance

We handle routine AWS operational tasks like updates and patching, freeing your team to focus on impactful business objectives while ensuring a secure, up-to-date, and optimal environment.

Customer Success Story: Playbill

Playbill Simplifies AWS Cloud Management With Mission Cloud

Playbill, a renowned theater magazine and news outlet, partnered with Mission to streamline AWS infrastructure management during their transition from a proprietary CMS.

Through Mission's 24/7 monitoring of AWS technologies and infrastructure optimization, Playbill now effectively handles high-traffic events like the Tony Awards with zero outages, resulting in increased productivity, significant cost savings, and enhanced performance capabilities, making digital theater information more reliable and allowing Playbill's team to focus on strategic initiatives rather than AWS management.

Improved Visibility and Availability

Ensure uptime and performance with comprehensive AWS monitoring, proactive management, and rapid incident response. Gain complete visibility to optimize resources and reliably serve customers, even during demand fluctuations.
Reduced Operational Burden

Free your engineering team from routine tasks and after-hours incident resolution. Focus on strategic growth while we handle alerts, troubleshooting, and maintenance, letting your developers concentrate on improvements.
Reduced Mean Time to Resolution (MTTR)

Experience faster incident resolution from our expert team with AI-powered incident correlation. Our runbook-driven approach ensures best-practice remediation and minimizes business impact by quickly solving issues.
Expert Configuration and Optimization

Get faster time-to-value with configured monitoring for meaningful insights from day one. Fine-tuned alerting reduces noise, ensures critical issue detection, and customized dashboards provide visibility for your unique environment.
Comprehensive Control

Understand your AWS environment deeply with Mission's expert guidance and tools. Gain insights into performance, resource use, and opportunities to eliminate bottlenecks and inefficiencies.
Long-term Performance Improvement

Our team provides ongoing optimization and guidance to help your AWS infrastructure scale sustainably with your business growth, ensuring performance, cost control, and adoption of new AWS features.

How will our runbooks be co-developed? Do you have standard runbooks we can use?

We'll work together to make your runbooks comprehensive and effective. We'll start by identifying the alerts and resources that are most critical to your operations, and then clearly define the actions you want us to take in response to each of those alerts.

If you don't currently have runbooks, no problem! We do have standard documentation for most AWS services which we can use as a foundation. Our initial steps typically focus on gathering as much relevant information as possible, so both your team and our team can make well-informed decisions quickly and confidently.

Open communication is key to success. We value your expertise regarding your internal priorities and adhere to the level of action you're comfortable with us taking on your behalf.

How are New Relic’s alerting rules tuned? Are we involved in that process?

Absolutely. We collaborate closely with your team to align alerting with your unique business needs. Together, we clearly establish your priorities and goals, and then apply industry best practices to fine-tune your alerting setup.

While we do offer default alerting conditions as a starting point, we're happy to customize based on your monitoring requirements. If we spot opportunities to improve your alerting, such as reducing noise from non-actionable alerts, we'll proactively reach out and suggest refinements. You're also welcome to request a tuning session anytime.

Remember, tuning isn't just about reducing alert volume; it's also about ensuring comprehensive coverage so that you're receiving the alerts that matter most to your business. During onboarding, we'll conduct an "Alert Trial" period, where alerts are active but notifications are paused. This helps us fine-tune your setup and prevent alert overload, so you only receive actionable notifications.

We're committed to supporting your ongoing improvement and continuously monitor your alerting to suggest changes as needed.

When it comes to configuring New Relic, what does the Mission team do, and what does the client team do? Considering workloads, instrumentation, runbooks, dashboard, alerting rules, tuning, and so on?

Our team will take care of most of the New Relic configuration, ensuring it's optimized for your specific environment and business needs. We only require the necessary account access and a basic understanding of your setup.

While we handle the majority of the configuration, there are certain areas where your team's involvement may be beneficial:

APM: We'll guide you through setup and alert tuning, empowering your team to manage your environment in a way that is easy and efficient.
Kubernetes or Docker agents/integrations: Since these are closely tied to your application and deployment, we'll provide all the necessary guidance and commands, and your team can handle the deployment.
Beanstalk: Similar to Kubernetes or Docker, we'll provide guidance, and your team can manage the deployment.
Infrastructure as Code: If you use Infrastructure as Code, your team might need to add some code to deploy our tooling. This ensures that your ephemeral infrastructure is properly monitored.

Overall, our goal is to ensure your team a smooth and successful New Relic configuration process. We're here to support you every step of the way!

Who at Mission will I have access to as a Cloud Operate customer?

You will have access to a team comprised of specific roles who each provide unique guidance and support to ensure you get the most out of your AWS environment.

Technical Account Manager (TAM): Your TAM will be your primary point of contact, leading the way in ensuring your positive experience with Mission.

Service Desk Engineers (SDE): Our front-line support team responds to your requests and resolves any issues you may encounter. They leverage existing documentation and standard runbooks, escalating complex needs to Cloud Operations Architects.

Cloud Operations Architects (COA): Highly skilled experts are in charge of resolving complex technical issues, optimizing cloud environments, and working towards continuous improvement. They manage high-priority alerts and issues, maintain tools, automate tasks, and develop solutions to increase efficiency.

DevOps Engineers: Our DevOps Engineers provide hands-on design and implementation support for DevOps tasks that fall outside the scope of normal service.

What types of proactive cloud operations alert response can I expect as part of Cloud Operate?

As part of Cloud Operate, you can expect proactive and comprehensive cloud operations alert response, including:

Configuration and fine-tuning of New Relic alerts to align with your business requirements
Fast remediation of detected issues
Development of detailed runbooks for incident response
Management of updates, patches, and backups to keep your systems secure and up-to-date
Wide-ranging support for AWS operational tasks
Expert guidance on AWS best practices