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Frequently Asked Questions

Got questions? We’ve got answers.

Explore our FAQ section to learn more about Critical Cloud, our AI-powered cloud support services, the Augmented Intelligence Model (AIM), and how we use Site Reliability Engineering (SRE) to deliver 24/7 reliability. Whether you’re curious about our services, pricing, or cloud optimisation strategies, you’ll find everything you need right here.

What is Critical Cloud?

Critical Cloud delivers AI-augmented cloud operations for AWS, Azure, and hybrid platforms. We combine 24/7 incident response, proactive monitoring, and named engineering support, tailored for high-growth, tech-led SMBs.

Who are Critical Cloud’s services designed for?
We’re built for companies in SaaS, FinTech, HealthTech, e-commerce, and other digital verticals that run mission-critical platforms. Whether you're a scaling startup or an established dev-heavy business, we fit where traditional MSPs fall short.
Where do you operate?

We’re headquartered in the UK with a distributed engineering and operations team across Europe, North America, and beyond. You’ll work with engineers in your region and time zone, ensuring faster response times, better context, and human support that feels close, not outsourced.

How are you different from an MSP?

We don’t resell cloud. We don’t lock you in. We don’t manage laptops.

Instead, we deliver:

  • Cloud-native expertise in AWS, Azure, and modern platforms
  • AI-powered observability and predictive tooling
  • Transparent billing and no vendor markups
  • Named engineers, not rotating ticket bots
  • Embedded improvement time in every engagement

We act as your cloud operations team, not your IT helpdesk.

What services do you offer?

We offer three core services:

Critical Support – Incident management + continuous improvement

Critical Response – Fast, reactive incident management

Critical Engineering – On-demand SRE/DevOps help when you need it

All services include 24/7 coverage, named engineers, and modern observability tools.

Will I keep control of my cloud?

We don’t take over. You stay in control of your infrastructure, billing, monitoring, and vendor relationships. Our role is to support, enhance, and scale what you already have, with full transparency.

How do you handle incident response?

We use AI tooling like Datadog, Squadcast, and automation pipelines to detect and triage issues. On-call engineers who know your environment respond directly, no handoffs, no delays.

How do you optimise cloud costs?

You keep direct billing with AWS or Azure. We help you:

1. Identify waste and idle resources

2. Rightsize compute and storage

3. Use savings plans and RI strategies

4. Implement automated controls

Our clients often reduce spend by 20–30% without affecting performance.

Do I get named engineers?

Every customer is matched with specific engineers who stay with you throughout the engagement. That means faster troubleshooting, deeper understanding, and consistent delivery.

How do you provide 24/7 support?

Our distributed team covers all time zones. We combine AI-powered monitoring with real engineers on-call, so incidents are detected and resolved in real time, day or night.