What you can expect
- Always-on support for your AWS workloads and accounts.
- Real engineers embedded alongside your team.
- Modern, SRE-driven approach, not a traditional MSP.
- AI-augmented tooling for faster response and smarter AWS insights.
24×7 AWS Managed Services – Powered by Datadog
Critical Support for AWS
Improvement engineering + 24×7 incident management.
Critical Support is our 24×7 modern cloud operations service built for AWS. We combine proactive engineering with incident ownership in one service, so tech-led SMBs can run secure, resilient, scalable AWS environments without carrying the operational burden alone.
15 min
Incident response target
24×7
Always-on coverage
AWS
Cloud supported
From £3,400
Per month, excl. VAT
What Critical Support does for AWS
Critical Support relentlessly lowers complexity by combining proactive AWS platform maintenance and 24×7 incident management in one service.
Problems we solve
- AWS estates become harder to govern and change as they scale across accounts.
- Skills gaps in AWS services lead to risk, delays, and outages.
- Fragmented CloudWatch dashboards and alerts make troubleshooting slow.
- Rising AWS spend with limited visibility and cost controls.
Benefits and outcomes
- Peace of mind with around-the-clock AWS coverage.
- Faster recovery and less downtime across your AWS workloads.
- Predictable AWS costs with optimisation baked in.
- Confidence your AWS platform is ready to scale.
How it works
We improve your AWS platform across six pillars, and run an incident process designed for fast diagnosis and safe recovery.
Proactive maintenance
Reliability
Multi-AZ resilience, Auto Scaling, health-check tuning
Security
IAM least-privilege, GuardDuty, SCPs, compliance posture
Cost
Rightsizing, Reserved Instance strategy, spend controls
Performance
Latency reduction, compute and database optimisation
Automation
Terraform, CloudFormation, SSM runbooks, auto-remediation
Governance
AWS Organizations, Control Tower guardrails, reporting
Incident management
Monitoring
Datadog-driven telemetry, alerts, noise reduction
Triage
Severity, impact, ownership
Response
Runbooks, safe workarounds
Escalation
On-call routing, AWS Support engagement, comms
Recovery
Fix or rollback, validate
Review
Blameless RCA, tune and automate
Powered by Datadog
Many traditional AWS managed service providers rely on locked-down proprietary monitoring that prioritises provider efficiency over customer insight, exposing a one-size-fits-all view and keeping customers dependent.
Critical Cloud takes a different approach: bespoke managed services built on Datadog, the industry-leading observability platform. Every Critical Support customer has direct access to their own Datadog environment, with full-fidelity visibility across AWS infrastructure, APM, logs, traces, security signals, AWS cost insight, and LLM monitoring — all tailored to their specific AWS architecture.
Datadog's deep AWS integration — spanning EC2, ECS, EKS, Lambda, RDS, and 600+ AWS service integrations — is embedded into our 24×7 operational model, driving real-time alerting, faster diagnosis, and disciplined incident response, so issues are detected early, understood in context, and resolved decisively.
Plans and pricing
All tiers include 24×7 incident management with a 15-minute incident response target. Tiers differ by AWS estate complexity and improvement hours.
Core
Focused AWS workloads.
Single AWS account
1 landing zone
16 hrs/month
From £3,400/month (36-month term, excl. VAT)
Standard
Growing AWS environments.
Multi-account AWS
2–4 landing zones
32 hrs/month
From £5,100/month (36-month term, excl. VAT)
Advanced
Complex or hybrid AWS platforms.
Multi-account or hybrid
5+ landing zones
56 hrs/month
From £7,650/month (36-month term, excl. VAT)
Getting started
Three pathways to modern AWS operations. Whichever path you choose, the result is the same: 24×7 reliability, observability, and continuous improvement on AWS.
Build & Operate
New AWS platform or product
Design and provision using Terraform or CloudFormation with AWS Control Tower landing zones, implement Datadog observability, automation, and governance foundations, then transition directly into 24×7 Critical Support.
Migrate & Operate
Move from on-prem or another provider
Plan and execute migration to AWS with minimal disruption, align to AWS landing zone standards and Well-Architected principles, then activate 24×7 incident management and improvement engineering immediately post-migration.
MSP Transfer
Take over an existing AWS estate
Review AWS account configuration, IAM, and governance for full transparency, establish Datadog observability and runbooks, and move onto the Critical Support model with regular AWS service reviews.