24/7 Cloud Monitoring, Support and Incidement Management
Our 24/7 team provides monitoring, incident management, and support, enabling compliance and helping you solve complex issues to protect your business continuity.
The Compliance Enabler
Incident management is one of the pillars of compliance, and time is always of the essence. When security incidents occur, you need more than just an alert. Our managed services provide peace of mind, combining best practices of people, processes, and technology to ensure you have access to the expertise you need when you need it most.
We cover all IT infrastructure, applications, and third-party integrations, simplifying security and compliance from end to end.
Two 24/7 Teams to Serve You Better
Our cloud monitoring and incident management service are fully managed and served by two 24/7 around-the-clock teams, improving uptime with rapid response and advanced insights that help you improve your information security program over time.
Level 1 Team:
Operators Managing Incidents and Communication
We ensure your internal stakeholders have all the information they need to act. We liaise directly with key people in your organization, ensuring the right personnel is notified immediately. Your team will have a direct contact they can connect with whenever they need to report an incident or access our extensive knowledge base.
Monitor communication channels where alerts are issued by the monitoring service(s) established during the onboarding process.
Manage all incidents through their lifecycle: reception, classification, escalation, and resolution.
Service Desk management for internal teams, providing customer care and end-user support.
Escalating issues to L2 or L3 teams if needed, including Flugel experts, client development teams, and internal client teams.
Level 2 Team:
Cloud Engineers/Experts
The Level 2 Team provides access to the highest levels of engineering expertise and capabilities to solve your most complex issues. This service is backed by our team of architects, ensuring unparalleled insights and a deeper understanding of your organizational risk.
Receive escalations from the L1 team.
Resolve and mitigate issues following established best practices.
Communicate incident status with the L1 team (resolution or escalation to L3 team)
Industry-leading expertise in cloud technologies, including AWS, GCP, Kubernetes, Terraform, etc.

Service Inclusions

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Cloud monitoring
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Incident management
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Help Desk / Service Desk
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Manage communication with vendors, internal teams, clients, or any third party.
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Runbook creation
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RCA (Root Cause Analysis) creation
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Post-mortem analysis

Benefits

Our 24/7 Cloud monitoring and incident management accelerate your compliance journey, supporting your DevOps teams with direct access to Flugel’s experts when you need it most.

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The Compliance Enabler: 24/7 Incident Management Plus vCISO Services

vCISO enables compliance. Paired with 24/7 cloud monitoring and incident management, this service satisfies all requirements of compliance frameworks.

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Full-Stack Support

We provide full-stack support, specializing in complex high-compliance industries like FinTech. Our comprehensive approach factors in complex third-party relationships and integrations and how they play into international security and compliance frameworks.

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SOC2 Compliance

All B2B startups should be SOC2 to reduce friction in onboarding clients. Our team helps you achieve these milestones to provide your customers with the assurance they need to foster trust and reduce risk.

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Service Desk

Flugel’s service desk is available 24/7, helping you manage and mitigate system failures, alert management, and process support requests.

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Transparent Communication

We prioritize transparency, managing all incident-related communication between our internal teams and yours, including third-party vendors and end customers.

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Integrated Security and Compliance

We integrate strategic security and compliance consulting and road-mapping to align your organization with essential certifications, creating organizational resilience and minimizing risk exposure.