Managed Cloud Services
Modernize your IT using the cloud. Accept the virtual world as the key to unlocking a hyper-agile, scalable, and intelligent corporate reality.
Cloud Transformation Decoded: Unbelievable Performance, Unprecedented Benefits, and Incredible Cost Savings
The cloud is NOT the future. It’s REALITY.
The cloud has paved the way for a more efficient company future. Firms all around the world are hurrying to upgrade their whole IT backends as well as their processes, applications, and assets on virtual platforms: Gartner projects that by 2025, the cloud will account for more than 80% of global data traffic!
Managed cloud providers are essential players in this shift, serving as a link between clients and cloud vendors. CDWT assumes ultimate ownership of your cloud environment as an end-to-end application-focused managed cloud services provider. Adopt cutting-edge public-private-hybrid cloud solutions that are driven by AWS, Azure, Google Cloud Platform (GCP), Oracle, or IBM Cloud architecture. Utilize the finest of your cloud platforms to achieve hyper agility, high availability, minimal interruption, and end-to-end control. Get 24/7/365 cloud advice and support to ensure a smooth digital transition on the cloud.
Identifying the Significant Obstacles in Your Cloud Adoption Journey
Lock-in from many vendors with complex independent systems
Multiple SLAs in the cloud journey lead to missed deadlines and fines.
Workload and application performance capabilities are limited, with little scalability.
Performance visibility and oversight of IT processes are hampered.
Non-synchronization of applications and systems, resulting in a complex IT landscape
Implementations of complex, failing data centres with little vendor support
In the cloud journey, there is a lack of adequate counselling and advisory aid from service providers.
Unexpected interruptions resulting in severe operational and transactional losses
Internal IT teams' security is compromised, and their risk management capabilities are limited.
CDWT Managed Cloud Services: Your One-Stop Cloud Shop
- Maximum Benefits at Lowest Costs
- Strong Infrastructure with Hyper Scalable Performance
- Monitoring, management, and IT support are all centralised.
- Application Flexibility
- Transformation with Zero Disruption
- Comprehensive Consulting and Advisory Services
- Integrated Disaster Recovery enables fail-proof, near-zero outage operations.
- Compliance Management and Advanced Cybersecurity
- Automation and Business Intelligence
Operations Onboarding
The CSM of CDWT will be in charge of organizing onboarding operations. At the time of onboarding, the CSM will provide Customer with comprehensive information on onboarding activities.
The average time of onboarding is up to 10 working days, depending on the quality and completeness of the information given by the Customer and the availability of the necessary resources. The following tasks will be conducted by CDWT as part of the onboarding procedure:
Cloud Usage & Billing Data
Customer understands that its Public Cloud use and payment information is shared with and maintained by the Dashboard’s third-party provider in order to present Customer with a tailored Dashboard. Customer will continue to own all of its data, including Dashboard information. The material of the Dashboard is given only for informative and internal business reasons.
Operating System (OS) Patching
CDWT will install vital and significant Windows and Linux operating system updates to virtual machines under the Customer’s Public Cloud subscription(s).
Microsoft Windows:
Red Hat, SUSE Linux:
Typically, patches need a system restart. Customer is recommended to plan for a virtual machine outage at the time of patching and should arrange for notice of the relevant outage window. Customers are instructed to execute reboots immediately after patch deployments to ensure all services are operational prior to the start of the next business day.
Monthly, CDWT will identify needed patches for each OS and deliver a proposed patch list to Customer for review and approval prior to deployment, in accordance with the change management procedure. The monthly patch preparation lifecycle consists of all activities required to generate and prepare a new OS level patch package for application to all virtual machine assets within scope.
CDWT’s best practise is to patch the virtual machine to N-1 in order to reduce risk and discover and test any problems that may harm the virtual machine.
Using the patch management system, CDWT will install authorised patches and patch implementation schedules for virtual machines in compliance with the change management process. Extra patch cycle requests will need a change order and incur additional expenses.
The OS patching includes patches that match the following criteria:
- Attempt to fix any patching issues in order to finish the patch.
- If a detrimental cascading impact is noticed or reported on one or more systems, patches may (if feasible) be rolled back.
- Customer should do acceptance testing based on the System(s) or device(s) affected.
- Validity and applicability of patches will be examined; not all patches will be implemented.
- Two monthly patching cycles will be included into the change process to guarantee appropriate scheduling and prevent conflicts with other ongoing activity.
- Customers are exclusively responsible for and encouraged to conduct a backup prior to patch implementation, unless otherwise specified in the SLA.
Out Of Scope:
- Service packs, feature packs, and ad hoc updates provided yearly or ad hoc.
- Significant software version updates (dot releases)
- Application layer modification
- Application layer failures caused by patching are supported.
Self-Service Automation &Orchestration
Using automation templates, self-service automation and orchestration will expose the Customer to conventional workload deployment ideas. CDWT will link the subscription(s) to the Public Cloud to this service. CDWT will provide Cloud Automation Templates (CAT) that are bundled with this service.
CDWT will assist Customer with minor modifications to conventional CATs by submitting requests for CAT modification services. On-demand requests for new CATs will be considered “Project Activity” and may incur extra expenses.
Backup & Snapshot Management
Utilization of a Public Cloud native snapshot service is required for the delivery of snapshot and recovery services.
During onboarding, CDWT will collaborate with Customer to establish a basic foundational cloud native snapshot solution inside Customer’s Public Cloud subscription(s) with required baseline settings for service delivery. Customer is liable for any costs connected with using the cloud-native snapshot solution.
Custom solution requests will be considered “Project Activity” and may incur extra expenses.
CDWT will provide the following snapshot and restoration services as part of a Public Cloud subscription (s).
Recovery Services
CDWT will undertake complete snapshot restoration as part of this service. Recovery services will be provided in response to a service request.
Snapshot Services
CDWT will ensure that daily snapshots are completed successfully and will report on success/fail. This service is not a full backup service and CDWT or Public Cloud vendor does not guarantee application and data integrity.
CDWT will:
- Configure a full recovery point in time snapshot that is less than 24 hours old
- Configure once a day snapshot service of all VMs as identified by Customer
- Monitor daily health of snapshots and check for success/failure
- Raise incidents on any failed snapshots
The following workloads will be supported by CDWT's snapshot service:
- VMs using supported Windows versions
- VMs using supported Linux versions
Disaster Recovery Testing
Customer retains ownership of their Disaster Recovery (DR) plan and is responsible for planning, coordination, execution, communications, and any corrective measures related to DR testing operations. Customer should make every effort to keep CDWT informed of any modifications to the DR strategy. Customer is responsible for creating and supplying CDWT with all test plans.
CDWT's participation in DR may be sought via the filing of a service request.
Operations Support
Access Requirements for Service Delivery
CDWT will collaborate with Customer to create best practise settings for delegated peer access to Customer's Public Cloud subscription(s). This setup is a prerequisite for service delivery.
CDWT employs industry-standard role-based access to manage the Public Cloud subscription of the Customer (s).
CDWT staff requests for access onboarding, offboarding, and position changes will be tracked and handled by CDWT.
Customer shall supply CDWT with the necessary service accounts to provide Application Programming Interface ("API") access, providing access to tools used by CDWT in the delivery of this service offering, with the authority to make modifications to the Public Cloud subscription (s).
Service Request Fulfillment
The following operational Move, Add, Change, and Delete (MACD) operations will be performed on the Customer’s Public Cloud subscription by CDWT (s).
Changes will be implemented in accordance with CDWT’s change management procedure.
Even if stated below, all service requests will undergo a discovery procedure to establish whether they fall within the Business as Usual (“BAU”) entitlement. Each BAU action must have a Rough Order of Magnitude (“ROM”) of less than three hours, inclusive of planning and design, or it will be considered a “Project Activity” and subject to extra expenses.
Virtual Machine Requests
In scope:
Out Of Scope:
Storage Management requests
In scope:
Out Of Scope:
Platform Service requests
In scope:
Out Of Scope:
Network requests
In scope:
Out Of Scope:
Snapshot and Recovery Services requests
Upon Customer request, CDWT will recover to the last known successful snapshot. CDWT will provide snapshot recovery services for the following:
In scope:
CDWT’s preferred strategy is to construct new virtual machines using the most recent Public Cloud marketplace images. Below are the steps conducted at a high level.
Out Of Scope:
Recuperation services BAU actions, even broad outages affecting numerous resources, must have a cumulative ROM of less than three hours of work, including planning and design, otherwise they will be classified as “Project Activity” and subject to extra expenses.
Disaster Recovery Testing Participation requests
Within the scope of this service, CDWT will engage in up to two DR tests per year for a fair amount of time and effort of up to three hours each DR test. It is possible to request more effort/support; however, any such requests will be considered “Project Activity” and will incur additional expenses.
CDWT will only execute DR testing on the subscription(s) to the Public Cloud described in the SOW.
Among CDWT’s DR testing services are:
Cloud Automation Template (CAT) Modification requests:
In scope:
Out Of Scope:
Customer Success Management
CDWT will assign a Customer Success Manager (“CSM”) who will guide the Customer through the onboarding process, including gathering inputs necessary to facilitate the service, validating service level expectations, managing service deployment, establishing and maintaining support processes and escalation procedures (including change management), and ensuring knowledge transfer and transition to the CDWT operations team.
Moreover, a CSM will offer the following contact point services:
The CSM’s principal tasks are to:
The CSM is familiar with all of CDWT’s service offerings and capabilities, allowing them to help the customer in maximizing the value of CDWT’s business model and solution delivery companies.
CSMs are ITIL-certified and use project management and IT service management best practices and concepts, as well as administrative resources, tools, and procedures, to fulfil their service management obligations.
24x7x365 Technical Support
CDWT will offer technical assistance for the Public Cloud subscription of the Customer (s). The technical support service will be provided around-the-clock by CDWT’s Keystone Managed Services team. CDWT will prioritise and react to requests for technical help based on the goals for priority and service level.
The technical support service must have the following elements:
The following ticket management tasks will be performed by CDWT:
Customer Service Portal
Possibility to submit service requests online and monitor case history and progress.
CDWT will only close a ticket if:
Tools for Infrastructure Management
To provide the management tools, CDWT will need VMs inside each region or isolated network of Customer’s managed Public Cloud subscription(s). Customer must provide a means (e.g. VPN) for CDWT to access the environment governed by the Services.
Distribution Servers
CDWT will need, for each managed Public Cloud subscription, one or more virtual servers (each a “Distribution Server”) that will be used for patch management operations inside the Public Cloud subscription.
Within each Public Cloud subscription, CDWT will install Distribution Server configurations. CDWT will select the final configuration based on the desired service, while Customer will provide the Public Cloud infrastructure.
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Distribution Server
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Specifications
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Supports Up to:
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1000 VMs
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Minimum O/S Level
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Windows Server 2016
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CPU
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2+ vCPU
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Memory
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8+ GB
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HDD C:
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160GB
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HDD E:
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100GB
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Ports
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TCP & UDP 8041, 8047, 8053, 8057, 8052, 135, 145, 8081, 8045
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IP
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Static IP required
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Firewall & AV
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Firewall exceptions and anti-virus exclusions are required
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RedHat Linux Patching (Only)
If Customer’s environment includes RedHat Linux VMs that are to be included in the operating systems patching service, CDWT will need a dedicated VM with a current, fully licenced RedHat subscription. The Operating System patching service will use this server to package RedHat Linux installations. This virtual machine serves as a proxy to access the RedHat CDN patch repository.
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Linux Packaging Server
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Specifications
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|---|---|
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OS
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RedHat Linux
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CPU
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2+ vCPU
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Memory
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8+ GB
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HDD C:
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160GB
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HDD E:
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100GB
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Ports
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TCP & UDP 8041, 8047, 8053, 8057, 8052, 135, 145, 8081, 8045
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IP
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Static IP required
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Firewall & AV
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Firewall exceptions and anti-virus exclusions are required
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Schedule C -Priority Level Descriptions and Objectives
The CDWT must allocate ticket priority levels and technical support resources in accordance with the following incident priority definitions.
| Priority Level | Description | Method of Reporting | Initial Response | Escalation Time | Customer Status Updates | Resolution Time | Service Level Compliance Objective |
|---|---|---|---|---|---|---|---|
| Priority 1 (Critical) |
| telephone only | Immediate Live Answer | Escalation after 60 minutes | Every 60 minutes | Incident: 4 hours | Response: 85% Resolution: 85% |
| Priority 2 (High) |
| telephone only | Immediate Live Answer | Escalation after 120 minutes | Every 60 minutes | Incident: 8 hours | Response: 85% Resolution: 85% |
| Priority 3 (Medium) |
| Request via telephone, the web portal or via email | Within 4 business hours | Escalation after 2 business days | Every 2nd business day after initial response | Incident: 20 business hours | Response: 80% Resolution: 80% |
| Priority 4 (Low) |
| Request via telephone, the web portal or via email | Within 4 business hours | Escalation after 3 business days | Every 2nd business day after initial response | Incident: 40 business hours | Response: 80% Resolution: 80% |
| Priority 5 (Very Low) |
| Request via telephone, the web portal or via email | No SLO | Escalation after 5 business days | As outlined within the change request | None | None |
CDWT Self Healing Operations Platform (SHOP): Managed Services with Automation
CDWT Self Healing Operations Platform (SHOP): Automated Intelligent Operations, Predictive and Preventive Healing on the Cloud
CDWT SHOP is a low-code AI-powered platform that integrates various tools and solutions required to provide managed cloud services to organisations. The intelligent platform integrates hundreds of different operating platforms and applications, such as auto-remediation and self-healing, into a single system. This allows the whole infrastructure and application landscape to be controlled automatically through a single pane of glass, giving clients a comprehensive picture of their IT infrastructures. The platform guarantees idea to delivery in six months, increasing engineers’ efficiency while also allowing engineers with less expertise to tackle more complicated jobs. Take advantage of a unified view and management over your cloud platform and linked IT infrastructure.
SHOP elevates CDWT to the world’s leading provider of application-focused managed services.
- Intelligent, Automated Operations Management
- Predictive & Preventive Cloud Services
- Collective Knowledge
- Situational Awareness
- Remedial & Autonomous
Integrate your cloud architecture with all of your existing apps, tools, and systems, including third-party systems, to create a single intelligent platform. Gain unprecedented control and security over your workflows, automate IT operations to save infrastructure expenses, and increase organisational efficiency.
SHOP can identify any abnormalities that may lead to system breakdowns using clustering and regression algorithms, ensuring that they are dealt with rapidly even before they occur (Self Healing).
SHOP is also a full-stack infrastructure and Business Activity Monitoring solution that provides a 360-degree view of all data essential to detecting potential issues and early warnings.
SHOP captures all contextual data at the moment of the anomaly in order to give appropriate root cause possibilities, allowing for cohesive and comprehensive replies. Get essential service disruption report analysis and recurrent issue eradication throughout the whole IT stack. Proactive monitoring and preventative maintenance, service enhancements from the infrastructure to the application layer
Our in-house ML engine ensures the most appropriate corrective approach for the problem and the system.
End-to-end Intelligent Managed Cloud Services from CDWT
Concentrate on the Core Offering. Let us handle all of your IT operations concerns. On the cloud, you can succeed, scale, and innovate.
- Cloud Migration that is Fail-Safe
- Managed Cloud Services Powered by AIOps
- Management of Hybrid and Multi-cloud Environments
- Monitoring and reporting on the cloud
- End-to-end security protection using cloud-managed security services
Leverage CDWT's industry-leading migration factory technique allows for an automated, fail-safe move in only a few clicks. Under a single, pay-per-use SLA, businesses may adopt Software-as-a-Service (SaaS), Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), Desktop-as-a-Service (DaaS), and Disaster Recovery as a Service (DRaaS). Create a customised cloud IT infrastructure with AWS, GCP, Azure, IBM, S/4 HANA, or Oracle Cloud.
Utilize innovative cloud solutions and internationally compliant cloud managed services driven by AIOps. Set up all infrastructure needs quickly and easily for optimum availability, scalability, and agility. With IT infrastructure modernization and virtualization, network operations administration, automated reporting, and consistent business continuity under a single SLA and cost-effective pay-per-use model, you can achieve smart multi-cloud management. Utilize DevOps, SysOps, and CloudOps to automate and modernise essential business operations and processes in the cloud.
Regardless of industry or sector, organisations frequently have complex, asynchronous IT systems that need the use of numerous cloud platforms. With CDWT's hybrid multi-cloud management solution, you can easily manage all of your private and public cloud platforms from a single dashboard. Obtain total visibility into your operations, gain universal control, assign access levels and responsibilities, and take use of cutting-edge analytical insights to assess infrastructure performance and business effect.
Utilize professional, round-the-clock health monitoring of multi-cloud platforms, virtual IT infrastructure, networks, workloads, databases, and apps. Get consolidated insight over your whole cloud infrastructure, as well as automatic warning mechanisms such as threat notifications, analytical reports, and business intelligence. With simplicity, track the success of your deployed as-a-service products and services, obtain unique insights, and complement your business with data-driven decision-making.
Unlock smart cloud security management for your organisation and easily safeguard your networks, data, and workflows. Gain sophisticated managed detection and response capabilities, SIEM-SOAR, managed SOC, and intelligent threat prediction-detection-mitigation capabilities driven by industry-leading platforms such as Microsoft, OSINT, STIX TAXII, MISP, and others with CDWT's end-to-end cloud managed security services. Install cloud-native security technologies on top for complete protection. Take advantage of the world-class Cyber Security Incident & Response team of CDWT.
- Where Reliability Meets Performance in Compliant Cloud Offerings
- Services for Disaster Recovery and Enterprise Backup
- Modernization of the Datacenter and IT
- Services for Application Management
Don't let compliance concerns stymie your cloud-based business operations or strategic aspirations. Modernize and migrate to a completely compliant Cloud solution. On the compliant-ready cloud architecture, you can easily meet all local, national, and international compliance, data residency, and data sovereignty standards. Our comprehensive compliance package covers PCI-DSS, NESA, SAMA, GDPR, FedRamp, MSA, IRAP, GxP, CSA, OJK, MEITI, and RBI. Worldwide certifications include ISO 27001, ISO 27017, ISO 27018, ISO 20000, ISO 22301, SOC1, SOC2.
Take advantage of CDWT's world-class Disaster Recovery as a Service (DRaaS) offerings, which include secure colocation services, database backups and recovery, planned runbooks with DR drills, RTO/RPO and fail-over assistance, continuous network-server infrastructure and architecture support, automated risk management tools, global compliance, and 24/7/365 consultancy support.
With simplicity, migrate your datacenter and IT assets, such as apps, networks, workloads, servers, and end-point tools, to the cloud. Lift and shift, re-host, re-build, re-architect, or replace assets to maximise cloud benefits. Increase scalability, agility, and continuity despite location and temporal differences. Get complete support services to upgrade your backend infrastructure with little downtime.
Utilize cloud-based corporate application migration, modernisation, and management services. For example, by transferring your ERP assets to your preferred cloud platform, you may have access to the finest of SAP ERP and its advanced platforms such as S/4 HANA. Automate critical process functions, facilitate collaborative work, and easily manage everyday operations. AI technologies and solutions that are integrated improve end-user experience and resource productivity.
- Managed Data Storage Solutions
- Remote Workspace Management
- Managed Services Automation and RPA
- CDWT Universal Cloud Platform
Create a bespoke, cost-effective, and hyper-agile data storage solution on your preferred cloud platform. Use the cloud as your primary storage architecture or to simplify your disaster recovery and business continuity planning. For high-speed data transfer capabilities, consider establishing a hybrid data management platform between your preferred public cloud and on-premise environment. Use sophisticated analytics to gather data insight and make more educated decisions. Advanced cloud-native solutions protect your data from even the most severe disruptions or malicious actions.
Increase your post-pandemic resilience measures with cloud-based remote workplace solutions that are fail-safe, secure, and simple to maintain. Begin with virtual desktop/PC solutions like VDI or DaaS. (Desktop-as-a-Service). On the cloud, you may easily administer, measure, monitor, and manage everyday job flows with remarkable agility.
Accept innovative automation solutions, supplementary services, and advanced RPA tools to update your top and bottom lines and automate routine administrative processes. Remote Monitoring and Management, Professional Service Automation, Virtual Patching, Automated Backup and Recovery, Threat Intelligence, Malware Protection, Customer Support Portal, Configuration Management Database Portal, Automated Network Security, Self Healing Operations Platform (SHOP), and other solutions are available. Processes should be continuously optimised for maximum ROI.
With the CDWT Universal Cloud platform, you can simplify cloud administration for business operations while also unleashing new ideas. The following are some of the platform's primary features:
- Transparency and cost optimization
- Optimization of Capacity and Resources
- Cloud migration and disaster recovery
- Identity and security management
- Management of Service Levels
- Management of Continuous Configuration
- CRM and service support
- Automation, orchestration, and provisioning
- Policy and Governance
- Management of Service Requests
- Resources for monitoring and metering
- Brokering in the hypercloud
Why should you sign up for Managed Cloud Services from CDWT?
Since over a decade ago, one of the most trusted Virtual Private Cloud Solutions and Managed Services in APAC, MEA, and the Americas.
4000+ cloud transformation stories
Largest Application-centric, high-end managed cloud services provider on the planet, offering AIOps-driven Managed Private Cloud Operations, including CloudOps and SysOps.
Zero Friction AWS Application Modernization Model with industry-leading Application Migration Factory methodology, 25000+ migrated Apps, and Databases.
24/7 Support supported by more than 2,000 certified cloud specialists and 23 Centres of Excellence
Obtain customised Private cloud capabilities with a specialised solutions package including RPA, SHOP, UCP, and other cutting-edge technologies.
99.95% application availability, hyper-scalability, industry-leading uptime, and 50,000+ transactions per hour without failure.
Private Cloud services for sophisticated infrastructural upgrading, application administration, and remote workflow management.
Premium worldwide S/4 HANA provider: Dedicated SAP on Cloud know-how handling 10,000+ SAP instances and 2300+ TB of HANA Database
Dedicated Disaster Recovery on Private Cloud and Business Continuity Planning products for diverse, complex settings with automated recovery-backup, failback-failover processes.
40+ Security Controls, Dedicated MDR-EDR, SOC, SIEM-SOAR, UEBA, ATP, IAM, PIM, and Threat Intelligence
CDWT's automation solutions, including Self-healing Operations, Automation Delivery platforms, and RPA solutions, include Self-healing Operations.
Cost-effective Pay-per-use model under single SLA
The effective deployment of Private Cloud Managed frameworks that comply to international standards and include industry best practises.
1 Billion+ Hours of Managed Fail-safe Application Hosting managing 40,000+ VMs
Intelligent Managed Services from CDWT: Essential Tools and Procedures
Cloud Managed Services – FAQ’s
However, cloud platforms have hundreds of native technologies, and it is required to create a bespoke cloud architecture that best fits a specific organisation, aligns with business objectives, and prevents cloud failovers.
Managed service providers serve as an extended IT team, assisting in the identification of the optimal cloud design, optimising the architecture to reap the best benefits at the lowest cost, and fine-tuning current IT assets to work smoothly on the cloud.