As part of the FedCloud offering , the Apptis/AWS Team will be providing links, technical support, and an online form accessible through the FedCloud Portal, where a user can open a support case with the Apptis Support Center.

From the FedCloud Portal IaaS users will have the ability to link directly to AWS’s Resource center which provides online documentation, sample codes and libraries, articles and tutorials, and user groups. The FedCloud Portal will also provide a direct link to AWS’s support center where IaaS users will have access to Frequently Asked Questions (FAQ) and AWS specific forums. As part of the FedCloud portal Apptis will be a Federal Government Cloud Computing forum in which government users can share ideas, lessons learned, and concerns that directly affect Government Cloud Computing users.

At the first tier the customer will have access to online resources such as technical and how to documentation, a FAQs page, a Government specific user forum, and Government user groups to support customers facing challenges unique to the Government; this will be facilitated by our FedCloud offering experts. The first tier of the service center will also direct FedCloud users to the AWS online resources (e.g., documentation, sample codes and libraries, articles and tutorials).

The service center also provide IaaS customers a second tier support that enables customers using the FedCloud offering the ability to create support cases via an online form. The online form automatically creates a support ticket. Upon receiving the a request for support the customer will be contacted immediately via email about receipt of request and then will be contacted by one of our Apptis Service Center technicians via email or phone call with documentation, or the location of documentation on how to address the customers issue, or with a resolution of the issue. Contact via email or phone may be required for additional information to identify the nature of the challenge with which the IaaS user is contending.

Exemplifying the strong partnership between Apptis and AWS, Apptis has negotiated access to AWS’ Premium Support. Apptis will have the ability, on behalf of the IaaS user to escalate issues to AWS for resolution.

The Service Center however does not provide design recommendations or architecture to IaaS customers. For systems design and/or architecture in a cloud environment, Apptis will place additional professional services on the GSA 70 schedule.