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About project
Working time:
2024 – ongoing
Industry:
E-commerce
The service:
Managed Services
Overview
A fast-growing e-commerce company Tawseel operating in a high-demand market partnered with us to enhance the reliability, continuity, and operational maturity of their digital platform. With increasing platform usage and pressure to meet customer expectations during high-traffic periods, the client needed a structured, scalable support model. They turned to us to implement a comprehensive Managed Support Services (MSP) engagement, designed to provide 24/7 coverage, incident management, process consistency, and continuous service improvement.
Challenges Addressed Through MSP
As the platform scaled, several key operational and support gaps emerged, all of which aligned directly with the capabilities offered through our MSP framework:
Lack of 24/7 Support and Operational Coverage
- The absence of round-the-clock monitoring and support left the platform vulnerable to unaddressed incidents during nights, weekends, and holidays – creating delays in resolution and compromising availability.
Limited Operational Ownership and Service Desk Capabilities
- The internal team lacked dedicated resources to manage routine operational tasks such as user access handling, patching, or platform maintenance. Permissions were assigned inconsistently, and platform responsibilities were fragmented.
No Structured Incident Management Process
- Incident handling was inconsistent and reactive without formal escalation workflows or response protocols. There was no centralized alerting, tracking, or reporting mechanism, which affected issue visibility and operational control.
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Our MSP-Based Approach
We onboarded the client into our Managed Support Services (MSP) program, designed to provide long-term platform stability, structured operational processes, and continuous service excellence.
- 24/7 Support & Major Incident Management (MIM)
We delivered continuous L2/L3 support coverage with formal MIM protocols for high-severity events. This ensured consistent uptime and rapid response times, even during peak traffic periods
- Service Desk and Operational Process Ownership
Our MSP team assumed responsibility for day-to-day tasks including on/offboarding personnel, reviewing Git merge/deploy permissions, patch management, and maintaining system access workflows – restoring structure and accountability to platform operations.
- Standardized Maintenance and Upgrades
We implemented an ongoing upgrade and patch cycle for EKS clusters, OS, and platform add-ons – minimizing technical debt and reducing operational risks tied to outdated infrastructure components.
- Structured Reviews and Continuous Improvement
In line with our MSP service model, we conducted annual Well-Architected Reviews, Disaster Recovery Simulations, and regular infrastructure vulnerability scans, ensuring the platform remained secure, stable, and optimized.
AWS Services Deployed
- Compute & Containers: Amazon EKS (Kubernetes) for microservices; EC2 Auto Scaling Groups for legacy monoliths
- Networking & Security: Application Load Balancer (ALB) with AWS WAF and AWS Shield Advanced; Amazon Route 53 health-based DNS failover
- Monitoring & Alerting: Amazon CloudWatch Alarms and Events, AWS CloudTrail, AWS X-Ray for distributed tracing
- Configuration & Patching: AWS Systems Manager (SSM) Patch Manager and State Manager for OS and container host remediation
- Backup & Recovery: AWS Backup for centralized snapshot orchestration; cross-Region replication of Amazon S3 and EBS snapshots
- Identity & Access: AWS IAM with granular roles, AWS Single Sign-On for centralized user management, AWS Secrets Manager for credential rotation
- Disaster recovery: AWS Backup with hourly cross-Region copies and AWS Backup Vault Lock, Amazon S3 Cross-Region Replication, AWS CloudFormation recovery stacks, AWS Systems Manager Incident Manager and Automation, Amazon Route 53 failover, and Elastio (AWS Storage Competency Technology Partner) for verified clean restore points.
Disaster recovery with a verified clean restore point
By 2026 Tawseel had snapshot copies in a second AWS Region and yearly recovery simulations, but the whole storefront estate had never been rebuilt in another Region against an agreed recovery time, the copies sat under the same credentials as production, and nothing checked that a restore point was clean before it was used. The business asked a harder question than “do we have backups”: if a whole AWS Region became unavailable during peak season, or ransomware reached the data, how long would the storefronts be down, and could we trust what we restored?
Dedicatted built a cold disaster recovery environment in the AWS US West (Oregon) Region. AWS Backup takes hourly recovery points of the storefront servers, their Amazon EBS volumes and the Amazon RDS database, and copies each one to a backup vault in the recovery Region. The vault is locked with AWS Backup Vault Lock in compliance mode, so no one, administrators included, can delete a copy before its retention ends. Product media replicates with Amazon S3 Cross-Region Replication. The recovery network is ready in advance at no running cost, and AWS CloudFormation rebuilds the load balancer, Auto Scaling groups, Amazon EKS nodes and cache from the copies when they are needed.
Every copy is scanned by Elastio, an AWS Storage Competency Technology Partner subscribed through AWS Marketplace, before it can be used. Elastio checks each recovery point for ransomware encryption, malware and file-system corruption and keeps track of the last clean one, so the recovery runbook in AWS Systems Manager restores only from a point that is known to be safe.
In a full Region-loss drill on 18 August 2026 the storefronts were taking orders from the recovery Region in 3 hours 12 minutes, inside the agreed 4-hour recovery time objective, with 41 minutes of data loss against a 1-hour recovery point objective, while production stayed online. Between 21 July and 18 October 2026 Elastio scanned 2,160 hourly copy batches and found none infected or corrupted. The recovery Region adds about 6 per cent to the monthly AWS bill.
Business Milestone: First Black Friday Without Service Interruptions
As a direct result of the platform maturity and support provided through our MSP engagement, the client successfully navigated their most critical commercial period – Black Friday – without a single service disruption. This marked a major milestone for the business and demonstrated the impact of consistent support, structured processes, and operational discipline.
Outcome & Impact
- Service Level Availability increased to 99.97%, driven by 24/7 monitoring, structured incident response, and proactive support.
- DDoS and operational incident risks were mitigated, reducing business disruption and support overhead.
- Platform operations were stabilized, with full ownership of support processes, user access, patching, and upgrade management.
- Disaster Recovery readiness was validated, giving the client confidence in infrastructure resilience and business continuity.
- Region-loss recovery tested end to end: 3 hours 12 minutes against a 4-hour target and 41 minutes of data loss against a 1-hour target, with every recovery point verified clean by Elastio before it can be restored.
Summary
By adopting our Managed Support Services (MSP) model, the client transitioned from a reactive, fragmented operational structure to a mature, reliable, and scalable support framework. With continuous platform oversight, proactive maintenance, and structured service delivery processes, the business is now equipped to grow with confidence – while ensuring service continuity and reliability, even during the most demanding commercial periods.
