NIX is your dedicated cloud partner, providing round-the-clock managed support and proactive incident handling to ensure your cloud operations are resilient. Our comprehensive approach enhances cloud reliability, optimizes costs, and strengthens security and compliance across AWS, Azure, IBM, GCP, and other cloud providers, as well as hybrid or multi-cloud environments.

NIX 24/7 cloud support services cover continuous monitoring, proactive issue detection, real-time incident response, and infrastructure optimization. Our dedicated team provides expert guidance and regular health checks, ensuring your cloud remains secure and high-performing. This results in seamless operations, minimized downtime, and saves your business time, effort, and cost.

Key Numbers About NIX

30+

years of experience

18+

years in cloud development and support

50+

ongoing cloud support projects

500+

cloud experts

170+

cloud certifications

370+

successful cloud projects

Cloud Support Services We Provide

01/

Incident Handling

For urgent and high-impact cloud issues, we provide incident handling services with 24/7 operational response. Our service ensures business continuity, rapid containment, and transparent, accountable escalation across AWS, Azure, GCP, and other clouds, as well as multi-cloud or hybrid environments. Available as a standalone module or integrated within our managed support for all client tiers.

Capabilities:

  • 24/7 P1 incident handling
  • Runbook development and execution
  • Triage and escalation
  • War room facilitation
  • Root cause analysis (RCA) documentation
  • Tool integration and alert routing
Incident Handling
02/

Managed Support

NIX managed support is a proactive service that combines structured engineering with 24/7 incident resilience. We enhance cloud reliability, optimize costs, and improve security and compliance for AWS, Azure, GCP, and other cloud services, as well as hybrid infrastructure.

Capabilities:

  • 24/7 P1 incident dandling
  • Infrastructure monitoring
  • Disaster recovery and backups
  • Patch management
  • Support hours pool and dedicated delivery
  • Monthly infrastructure reports
  • Annual Well-Architected Review
Managed Support

Secure Your 24/7 Cloud Confidence

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Cloud Support Delivery Models

Our cloud support 24/7 services employ flexible delivery models designed to meet your specific needs, driving optimal outcomes regardless of your cloud environment’s complexity.

  • SMB Tier: Shared Core SRE Team

  • Enterprise Tier: Dedicated SRE Team

SMB Tier_ Shared Core SRE Team

Best for:

  • Cloud spends of less than $100,000/month
  • Limited in-house engineering capacity
  • Environments with moderate complexity and compliance

What you get:

You gain access to a pool of site reliability engineering (SRE) talent without the overhead of a dedicated team. Focus is on proactive maintenance and addressing tickets.

Key tasks and deliverables:

  • Shared core SRE team
  • Support is provided via a fixed monthly pool of specialized SRE hours
  • Tasks are formally scheduled and scoped using our ticketing platform
  • Escalation handled by NIX’s Escalation Engineers for P1 support
  • Core SRE Team acts as the third line support and delivery engine
Enterprise Tier_ Dedicated SRE Team

Best for:

  • Cloud spends more than $100,000/month
  • Enterprise IT complexity and regulatory compliance requirements
  • Multi-team structure and daily operations integration

What you get:

You get access to a dedicated team that serves as an independent unit or effective extension of your own, offering guaranteed availability and personalized support tailored to your unique architecture and compliance requirements.

Key tasks and deliverables:

  • Dedicated SRE team 
  • Daily integration and communication with your internal teams
  • 14/5 business hours support availability for operational and strategic guidance
  • Incident escalation via shared Escalation Engineers (24/7 P1)
  • Deep alignment with your CI/CD, GitOps, and release management
  • Close collaboration on infrastructure design, IaC, and automation

Secure Cloud Resilience:
Talk to Our Escalation Team

Request a quote   

24/7 Cloud Support Workflow

  • Detection and Alerting

    We ensure continuous vigilance by monitoring the alert stream from all cloud and customer-specific monitoring and support tools.

  • Triage and Confirmation

    Our Escalation Engineers classify the confirmed severity of the incident (P1-P4), validate the operational impact, and align the issue with the appropriate resolution runbook.

  • Execution and Containment

    The NIX team immediately executes predefined resolution steps, implements temporary workarounds, and initiates managed investigations to contain the issue and prevent further impact.

  • Escalation

    If the incident exceeds the scope of Tier 2 action or impacts system stability, we seamlessly involve the specialized SRE team to lead advanced investigation and complex remediation.

  • Recovery and Validation

    We execute final corrective measures and confirm 100% operational status before closing the incident.

  • RCA and Feedback

    The process concludes with comprehensive RCA documentation, validation of preventive steps, and mandatory updates to runbooks and tooling to support your future resilience.

01

Why Choose NIX for 24/7 Cloud Support

  • Rapid Resolution

    Our average 20-minute incident response time ensures minimal disruption to your operations.

  • Proactive System Health

    Proactive maintenance, patching, and updates ensure consistent system health and security.

  • Enhanced Uptime

    Clients experience a 30% reduction in unplanned downtime.

  • Proven Reliability

    We expertly resolve 20,000+ high-priority incidents annually.

  • Robust Recovery

    Our disaster recovery solutions ensure that critical workloads are restored within four hours (RTO), with data loss limited to under one hour (RPO).

  • Strengthened Security

    We enhance your cloud posture and minimize unauthorized access risks via expert RBAC/ABAC implementation and continuous security reviews.

Schedule a 24/7 Cloud Support Consultation

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Onboarding Process for Cloud Support 24/7

We meticulously prepare your infrastructure, synchronize teams, and ensure full operational readiness for effective cloud management with our dedicated support.

1

Access Verification

  • Secure access validation for cloud environments and related systems
  • Confirmation of IAM roles, credentials, and policy enforcement

2

Architecture Review

  • Baseline assessment of cloud resources, workloads, and critical systems
  • Generation of an infrastructure report with current state analysis

3

Monitoring and Alerting Setup

  • Establishment of P1 alert thresholds and routing logic
  • Integration with the client’s monitoring stack or configuration of standard tools

4

Backup and Disaster Recovery Review

  • Review and documentation of backup policies and data retention schedules
  • Validation of recovery plans (RPO/RTO alignment)

5

Runbook and Escalation Mapping

  • Development or import of incident and operational runbooks
  • Documentation of escalation contacts, severity criteria, and communication flow

6

CI/CD and Observability Baseline (if applicable)

  • Capture of SDLC/GitOps workflows and tooling usage
  • Inventory of dashboards, metrics, and custom alerts

7

Knowledge Transfer and Documentation

  • Collection of relevant documentation, architecture diagrams, and procedures
  • Consolidation into a shared, access-controlled knowledge base

Our onboarding process is finalized within the first month. 24/7 cloud support coverage and full SLA commitments activate immediately upon completion.

Relevant Case Studies

We really care about project success. At the end of the day, happy clients watching how their application is making the end user’s experience and life better are the things that matter.

View all case studies

LibraryPass Cloud Infrastructure: Cost Optimization with AWS

Publishing

Education

Success Story LibraryPass Cloud Infrastructure: Cost Optimization with AWS  image

Enterra: E-commerce Solution for the Agriculture Market

Agriculture

Retail and E-commerce

Success Story Enterra: E-commerce Solution for the Agriculture Market image

Ahoy: Flutter-based Boating Insurance App for Safer Sailing

Insurance

Success Story Ahoy: Flutter-based Boating Insurance App for Safer Sailing image

How NIX Reduced AWS Costs by 30% through Resource Optimization

Internet Services and Computer Software

Success Story How NIX Reduced AWS Costs by 30% through Resource Optimization image

CarSoup Marketplace

Retail and E-commerce

Automotive

Success Story CarSoup Marketplace image
01

What Our Clients Say

Buzz Sharifi photo

Buzz Sharifi

Account Manager at TransGrade, CRM

Christian Rohner photo

Christian Rohner

Project Manager at Information Products AG

Craig Burris photo

Craig Burris

Director of Operations at CarSoup

Eric Spear photo

Eric Spear

SVP of Engineering at Cengage

Ilya Kottel photo

Ilya Kottel

VP R&D at HumanEyes

Jeremy Reither photo

Jeremy Reither

Consultant & Advisor at DemandSide

Mark DeJarnatt photo

Mark DeJarnatt

Chief Technology Officer at Sparkle Stories LLC

Noam Shalit photo

Noam Shalit

COO at SafeRide Technologies Ltd

Steve Berardelli photo

Steve Berardelli

Sr. Director of Engineering for MindTap

24/7 Cloud Support for Your Industry

  • Finance and Banking

  • Internet Services and Computer Software

  • Healthcare

  • Education

  • Pharmaceutical

  • Automotive

  • Retail and E-Commerce

  • Real Estate and Property Management

  • Manufacturing

  • Telecommunications

  • Logistics & delivery & supply chain

  • Marketing and Advertising

  • Agriculture

  • Social networks & communications

Our Cloud Support Experts

Request a consultation
Viktor Chernov

Viktor, a seasoned cloud and DevOps expert with 14+ years of experience, delivers comprehensive end-to-end solutions and drives successful cloud adoption for diverse teams.

Head of DevOps Department

Viktor, a seasoned cloud and DevOps expert with 14+ years of experience, delivers comprehensive end-to-end solutions and drives successful cloud adoption for diverse teams.

Olena Parkhomenko

With over 5 years in business development, Olena helps companies start conversations around tech needs and find the right solutions. She focuses on building real connections and exploring how her team can support business goals.

Sales Development Representative

With over 5 years in business development, Olena helps companies start conversations around tech needs and find the right solutions. She focuses on building real connections and exploring how her team can support business goals.

01

FAQs on Cloud Support

01/

What are cloud support services, and why is 24/7 coverage important?

Cloud support services provide the essential technical expertise and infrastructure management necessary to maintain a secure and operational cloud environment. Cloud support 24/7 is crucial for managing unexpected disruptions, as continuous availability dictates that any downtime translates directly to lost revenue or customer impact.

02/

What’s included in managed cloud support?

Managed cloud support services encompass comprehensive, proactive operational assistance beyond reactive incident handling. Typically, this includes cloud monitoring and support, routine maintenance, security patching, configuration management, and ongoing technical guidance from expert SRE or support teams. The goal is to offload the complexity of day-to-day cloud operations, ensuring stability, adherence to best practices, and freeing up your internal teams to focus on core business innovation.

03/

What response times do you guarantee for critical incidents?

Our primary goal is to provide immediate assistance during critical failures, and we leverage our high standards to deliver exceptionally fast service. Our average incident response time is consistently 20 minutes, ensuring minimal disruption to your operations during the most severe events. This rapid engagement is a cornerstone of our 24/7 cloud support commitment, where our cloud incident response team is always ready to initiate triage and containment procedures as part of our extensive range support services.

04/

What drives the cost of cloud support?

The cost of cloud support is primarily driven by the chosen delivery model and the level of engagement required. Key factors include the complexity and scale of your cloud environment, the number of dedicated versus shared resources, and the required scope of services (e.g., proactive optimization vs. reactive support). A dedicated, highly integrated model with specialized expertise and stringent SLAs will naturally cost more than a shared model focused on basic cloud monitoring and round the clock support.

05/

How do cloud support services help with cost optimization and performance?

Cloud support directly translates to financial cost savings through the implementation of proactive resource management. Our experts provide essential cloud cost optimization support by analyzing consumption metrics, identifying instances of resource wastage, and implementing strategies such as rightsizing and scheduling non-production resources. This active oversight, supported by cloud monitoring and support data, ensures your infrastructure is always performing optimally while eliminating unnecessary expenditure, turning cloud usage into a financial advantage.

06/

How long does onboarding for cloud support take?

Our onboarding process for cloud support services is finalized within the first month, ensuring a swift transition to operational excellence. This comprehensive period involves discovery, tool implementation, and securing necessary access for our teams. Crucially, your 24/7 cloud support coverage and full service level agreement (SLA) commitments take effect immediately upon completion of this onboarding phase, enabling us to provide rapid and reliable cloud incident response from the outset.

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