About the customer
Industry:Retail & E-Commerce
A fine jewellery retailer in South Asia had begun to experience some issues with efficiency, even as they handled the massive traffic spikes during the peak festive period sales. The omnichannel business had to also ensure smooth, seamless 24/7 point-of-sale operations across physical retail stores. However, a fragmented structural approach had resulted in severe operational bottlenecks.
Cloud Kinetics stepped in as a managed services partner to fix the issue with a multi-year AWS Resell and Partner-Led Support (PLS) model.
Challenge
Fragmented Approach to Infrastructure Management
The jewellery major has until that point engaged standard cloud support desks alongside their infrastructure management partner. This wasn’t working well for various reasons.
Some of the telling signs of an issue were
Fragmented accountabilityThe client faced significant coordination overhead and saw "finger-pointing" between their managed services vendor and standard AWS support whenever any critical issues occurred.
Lack of contextual triageGeneric support desks lacked a deep understanding of the client’s unique architecture, historical issues and immediate retail business priorities, resulting in slow and inefficient triaging.
Reactive modelThe approach had historically been reactive, with support kicking in only after a disruptive incident. The client needed proactive focus to stay ahead of the problems on security, cost, and performance fronts.
The team decided to shift to a unified managed services model that would address these issues. Cloud Kinetics, as an experienced AWS managed services partner to leading firms globally, was roped in.
Solution
Win-Win with AWS Partner-Led Support & Managed Services
Cloud Kinetics transitioned the client to a unified AWS Resell and Partner-Led Support (PLS) engagement. In this model, Cloud Kinetics acts as the single point of contact, owning all L1 and L2 support, with a direct line to AWS L3 engineering for when issues go deeper.
The key elements of the setup included
Single point of contactThe customer would interact exclusively with Cloud Kinetics, drastically reducing coordination overhead and communication delays.
L1/L2 natively managedA dedicated team at Cloud Kinetics would handle initial triage, investigation, and resolution natively within the client's environment.
Indirect AWS L3 escalationWhile the client no longer had to navigate AWS support directly, they could still benefit from direct AWS engineering intervention for highly complex issues, all managed seamlessly by Cloud Kinetics.
Success Metrics
Accountability & Optimization for Faster Problem Resolution
Combining AWS infrastructure resell with Cloud Kinetics’ PLS and AWS Managed Services has resulted in operational and commercial benefits for the jewellery retailer.
Faster fixes, Less back-and-forthThe Cloud Kinetics team knows the client's setup and priorities during the peak festive season. This makes triage and problem resolution much faster.
Greater accountabilitySince the Cloud Kinetics team owns the SLA, reporting, and service quality, there are no grey areas on accountability.
Proactive monitoring & optimizationInstead of recovery after something breaks, the model now operates through continuous monitoring, proactive governance and security, performance tuning and ongoing cost optimization.
High cost-efficiencyCounterintuitively, this integrated model costs the client less than buying a premium support tier straight from vendors.
Value-added servicesDay-to-day operations now include cloud governance, DevOps automation, and security tooling (CNAPP and SIEM).
Large-scale enterprises like this jewellery business don’t just need a service that logs tickets. They need a managed service partner like Cloud Kinetics who understands how their business actually runs and customizes their wide experience to fit the need.
The customer now sees the tremendous value of a highly accountable, managed service layer and the crucial role it plays, especially during business-critical events, such as product launches or peak retail sales days. The new arrangement means the team can focus on their business strategy with the assurance that the support will be seamless and efficient even as they scale further.
