AWS Managed Services Operations On Demand - AMS Accelerate Operations Plan

AWS Managed Services Operations On Demand

Operations on Demand is an AWS Managed Services (AMS) service feature that extends the standard scope of your AMS operations plan by providing operational services that are not currently offered natively by the AMS operations plans or AWS.  Once selected, the catalog offering is delivered by a combination of automation and highly skilled AMS resources. There are no long term commitments or additional contracts, allowing you to extend your existing AMS and AWS operations and capabilities as needed. Customers agree to purchase blocks of hours (20 hours per block) on a monthly or one-time basis. Billing is block-based; unused whole blocks will not be billed.

You can select from the catalog of standardized offerings and initiate a new Operations on Demand engagement through a service request. Examples of Operations on Demand offerings include assisting with the maintenance of Amazon EKS, operations of AWS Control Tower, and management of SAP clusters. New catalog offerings are added regularly based on demand and the operational use cases we see most often.

Operations on Demand is available for both AMS Advanced and AMS Accelerate Operations Plans and is available in all AWS Regions where AMS is available.

Requesting AMS Operations On Demand

AWS Managed Services; (AMS) Operations on Demand (Operations on Demand) is available for all AWS accounts that have been onboarded to AMS. To take advantage of Operations on Demand, request additional information from your cloud service delivery manager (CSDM), Solutions Architect (SA), account manager, or Cloud Architect (CA). Available Operations on Demand offerings are listed in the Operations on Demand catalog of offerings. Once the engagement scoping is completed, submit a service request to AMS Operations to initiate an engagement for Operations on Demand.

Each Operations on Demand service request must contain the following detailed information pertaining to the engagement:

  • The specific Operations on Demand offerings requested, and for each specific Operations on Demand offering:

    • The number of blocks (one block is equal to 20 hours of operational resource time in a given calendar month, to be charged at AWS’s then-current standard rate for the applicable Operations on Demand offering) to allocate to the specific Operations on Demand offering

    • The account ID for each AWS Managed Services account for which the specific Operations on Demand offering is being requested

After the Operations on Demand service request is received, AMS Operations will review and update with their approval, partial approval, or denial.

Once approved, AMS and you coordinate to begin the engagement. No Operations on Demand offerings requested through an Operations on Demand service request are initiated until the service request is approved.

Operations on Demand service requests must be submitted by you through either:

  • The AWS Managed Services account that will receive the applicable Operations on Demand offerings, or

  • An AWS Managed Services account that is an AWS Organizations Management account in all features mode, on behalf of any of its member accounts that are AWS Managed Services accounts.

Engagements for Operations on Demand offerings begin on the first day of the first calendar month after the Operations on Demand service request is approved, except in cases where the approval occurs after the 20th day of a given calendar month, in which case the engagement begins on the first day of the second calendar month following the month in which approval occurs, unless mutually agreed by AWS and the customer.

Making changes to Operations on Demand offerings

To request changes to ongoing engagements for Operations on Demand offerings, submit a service request containing the following information:

  • The modification(s) being requested, and

  • The requested date for the modifications to become effective.

After receiving the Operations on Demand service request, AMS Operations reviews the request and either updates with their approval or requests that the assigned CSDM work with you to determine the scope and implications of the modification. If the modification is determined to require a scoping effort with the CSDM, you are required to submit a second Operations on Demand service request to initiate the modified engagement following the completion of the scoping exercise. Once approved, the modified engagement becomes effective on the first day of the first calendar month after the Operations on Demand service request is approved, except in cases where the approval occurs after the 20th day of a given calendar month in which case the engagement begins on the first day of the second calendar month following the month in which approval occurs, unless mutually agreed by AWS and the customer.