Can you help me understand where the boundaries of CloudPosse's responsibilities end, and where ours would start? 

Cloud Posse's mission is to help companies own their infrastructure. We accelerate this journey by architecting your 4 layers with you and by taking the lead on the implementation.

Getting Started With Us

We always start with a green-field approach, where we build your infrastructure from the ground up together with your team. As part of our process, we'll walk you through all of the required design decisions, ensuring you have sufficient context to make informed decisions. This is why we expect our customers to have someone on their engineering team invested in the outcome. This part is absolutely critical, as it ensures what we deliver suits your business needs. Everything we do is delivered by pull request for your review and we can augment the documentation on anything you want. Along the way, we'll assign homework exercises and provide ample documentation. This approach provides the best opportunity to gain a deep hands-on understanding of our solution.

We encourage you to ask as many questions as you want and challenge our assumptions. You also can volunteer for any task you want to take on and we'll help you out as needed.

When You Own It

Once our job is done, this is where you take the driver's seat. We'll help you get everything set up for a smooth transition from your heritage environment to your shiny new infrastructure. Rest assured that we'll stick around until your team is confident and has the know-how to operate these platforms in production. We don't expect teams to pick this up overnight, that's why we'll stay engaged for as long as you need. We're happy to answer questions and jump on Zoom for pair programming sessions.

Day-2 Operations

After our engagement, you will have a solid foundation powering your apps, and all the tools you need for infrastructure operations. This means your team is responsible for the ongoing maintenance, including upgrades (e.g. EKS clusters, and all open-source software), patching systems, incident response, triaging, SRE (e.g. adding monitors and alerts), as well as security operations (responding to incidents, staying on top of vulnerabilities/ CVEs). Cloud Posse is continuously updating its Open Source module ecosystem, but it's your responsibility to regularly update your infrastructure. Staying on top of these things is critical for a successful long-term outcome, with minimal technical debt.

For companies that want to focus more on their business and less on maintenance, we provide ongoing support engagements exclusively for customers that have completed our accelerator.

Check out our approach to learn more!

Can you walk through the typical lifecycle of a small change that you might help us with, specifically with how it relates to coordinating changes between your team and ours?

Every change in your environment starts with submitting a pull request as our solution is built with a fully GitOps driven approach. Depending on the CODEOWNERS configuration for the repository, branch protections will require all pull requests to have approvals by specific stakeholders, in addition to requiring all checks to pass. We also try to automate as much of the review process as possible. For example, when the pull request is opened, it automatically kicks off a job to validate the change against your environment so you can see the impact of any change.

The coordination needed is simply about figuring out who will be responsible for each part of the release process. The tooling handles the rest and we have a policy-driven approach (Open Policy Agent) to enforce it.

This includes:

• Who will submit the pull request, which is entirely dependent on your comfort level with the change, or if you prefer us to take the lead.
• Reviewing the pull request and applying changes to it as needed.
• Approving and merging the pull request.
• Validating and confirming the changes.

The toolchain in your CI/CD process provides Slack notifications and full audit history of everything that happens to give you optimal visibility and traceability.

Lastly, where applicable we implement blue/green rollout strategies for releases, but there are edge cases where a change could be disruptive to active development or live services. In such cases, these would be carefully coordinated to be released at an approved time.

We offer all of our customers’ ongoing support for as long as they need it. Choose what's right for you.

• We provide free weekly support via our “Office Hours” webinars every Wednesday at 11:30 am PST. These calls last one hour and we'll answer as many of your questions as we can.
  
• We also provide optional support retainers which include a fixed block of hours that go towards maintenance and support. You'll have direct access to our team via a shared Slack channel in addition to the ability to schedule one-on-one calls via Zoom.

We provide entirely optional ongoing support for customers who've gone through our DevOps Accelerator.

By in large, most of our customers take over the day to day management of their infrastructure.

We're here though to help out anywhere you need it.

We do not provide 24×7 “on-call” (aka PagerDuty) support.

Absolutely not. You can cancel anytime.

Our typical engagement model begins with a complete platform rollout. This includes roughly 6-8 sprints, each one 1-2 weeks in duration. During this time we set up all AWS Accounts with IAM federation, Cloud Trail audit logs, a comprehensive release engineering process, total observability with our Site Reliability Engineering (SRE) sprint, Remote Access Management (Teleport and KeyCloak), GitOps Operations by Pull Request.

The first engagement takes roughly 3-4 months to complete. These engagements have extremely well-defined project plans. Ask us and we can show you what that looks like. 

Customers most often decide to keep us on after the initial engagement for follow up work.

We can add easily additional sprints to a Scope of Work. We just need to agree on what goes into a Sprint which will determine the number of Sprints required.

We can start as soon as you sign our Statement of Work. Typically we see this process take 2-3 weeks from the first introductory call to the start of our engagement. 

Here's our checklist we'll need to complete before we can start.

We can kick off the initial introductory call immediately, so please make sure that you schedule it today. 

After talking with you and assessing if we're a proper fit, we'll execute a Mutual NDA and then send over an Engagement Workbook so we can gather all the requirements for your project and estimate the cost.

We work with companies anywhere in the world.

While most of our customers are based in the United States, we've worked with companies in the United Kingdom, Germany, Australia, Hong Kong, India, Argentina, etc. Our team is distributed across the US and Eastern Europe.

1. Take our quiz to find out if we are a good fit!
2. Book a discovery call to go over your exact challenges.
3. If we can help, we'll execute a Mutual NDA (ours or yours), then collaborate with you on our Engagement Workbook using Google Docs.
4. Once we agree on the general scope, we'll prepare a comprehensive Statement of Work (SOW) detailing the entire project.
5. Master Services Agreement (MSA) and SOW are executed, we'll send an invoice for the deposit and first Sprint.
6. Work will commence shortly thereafter.