What you can expect
- Always-on support for your cloud platforms.
- Real engineers embedded alongside your team.
- Modern, SRE-driven approach, not a traditional MSP.
- AI-augmented tooling for faster response and smarter insights.
24×7 Cloud Managed Services – Powered by Datadog
Critical Support
Improvement engineering + 24×7 incident management.
Critical Support is our 24×7 modern cloud operations service for AWS and Azure. We combine proactive engineering with incident ownership in one service, so tech-led SMBs can run secure, resilient, scalable cloud platforms without carrying the operational burden alone.
15 min
Incident response target
24×7
Always-on coverage
AWS and Azure
Clouds supported
From £3,400
Per month, excl. VAT
What Critical Support does
Critical Support relentlessly lowers complexity by combining proactive maintenance and 24×7 incident management in one service.
Problems we solve
- Platforms become harder to support and change as they grow.
- Skills gaps lead to risk, delays, and outages.
- Scattered monitoring makes troubleshooting slow.
- Rising cloud costs with limited visibility and control.
Benefits and outcomes
- Peace of mind with around-the-clock coverage.
- Faster recovery and less downtime.
- Predictable costs with optimisation baked in.
- Confidence your cloud is ready for the future.
How it works
We improve your platform across six pillars, and run an incident process designed for fast diagnosis and safe recovery.
Proactive maintenance
Reliability
Resilience, failover, early issue detection
Security
Access control, threat detection, compliance
Cost
Rightsizing, waste reduction, controls
Performance
Latency reduction, scaling optimisation
Automation
Runbooks as code, IaC, auto-remediation
Governance
Standards, guardrails, reporting
Incident management
Monitoring
Telemetry, alerts, noise reduction
Triage
Severity, impact, ownership
Response
Runbooks, safe workarounds
Escalation
On-call routing, vendors, comms
Recovery
Fix or rollback, validate
Review
Blameless RCA, tune and automate
Powered by Datadog
Many traditional cloud MSPs 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 infrastructure, APM, logs, traces, security signals, cloud cost insight, and LLM monitoring, tailored to their AWS and or Azure architecture.
Datadog 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 platform complexity and improvement hours.
Core
Focused cloud platforms.
Single cloud
1 landing zone
16 hrs/month
From £3,400/month (36-month term, excl. VAT)
Standard
Growing cloud platforms.
Single cloud
2–4 landing zones
32 hrs/month
From £5,100/month (36-month term, excl. VAT)
Advanced
Multi-cloud or hybrid platforms.
Hybrid or multi-cloud
5+ landing zones
56 hrs/month
From £7,650/month (36-month term, excl. VAT)
Getting started
Three pathways to modern cloud operations. Whichever path you choose, the result is the same: 24×7 reliability, observability, and continuous improvement.
Build & Operate
New platform or product
Design and provision using Terraform and best-practice landing zones, implement monitoring, 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 with minimal disruption, align to landing zone standards, then activate 24×7 incident management and improvement engineering immediately post-migration.
MSP Transfer
Take over an existing estate
Review configuration, access, and governance for full transparency, establish monitoring and runbooks, and move onto the Critical Support model with regular service reviews.