When things happen, we respond.
Reactive incident and request management on your AWS platform. Guaranteed SLA, rotating on-call, clear escalation. Operations that work.
The 24x7 Service Desk is our reactive service: we handle incidents on your AWS platform and manage the requests your team needs. It's the natural complement to Caleidos Lens© (which is proactive): while Lens prevents and improves, the Desk responds and resolves when things happen. Together they cover full cloud operation.
What you get with Caleidos
Contractual SLA per severity
Sev1 (service down): 15-min response, 4h restoration target. Sev2: 1h. Sev3: 4h. Sev4 (queries): 1 business day.
Professional rotating on-call
Dedicated team with on-call who knows your platform. Conversations with real engineers who solve on first contact.
8x5 request management
Planned changes, configuration modifications, access, operational tasks — managed with formal flow and traceability.
Pay-per-consumption
Basic desk from 40h/month with included hours and overage rate. You pay for what you use, with an accessible entry point.
Automotive importer in Peru
24x7 Desk + 8x5 request handling
Dedicated team in Security, DevOps, Consulting and Support, with 24x7 monitoring for incidents and request handling in business hours. Local AWS billing in Peru integrated.
Read full case →Tech stack
What we get asked the most
Service Desk vs Caleidos Lens© — what's the difference?
Service Desk is REACTIVE: handles incidents and requests when they happen. Caleidos Lens© is PROACTIVE: prevents problems, optimizes continuously, improves the platform. Many clients contract both: Lens for things to work better, Desk to respond when something breaks anyway.
What counts as incident vs request?
Incident: something is NOT working as it should (service down, performance degraded, prod error). Request: planned operational tasks (user creation, config change, ad-hoc deploy, permission adjustment). Each has its own flow and SLA.
What if I exceed contracted hours?
Additional hours are billed at overage rate you know in advance. We notify when you're close to limit so you decide to upgrade package or authorize overage.
Do I get a dedicated service manager?
Yes. Each client has a Service Manager who knows your platform, delivers monthly report and runs quarterly QBR. Not ticket-bot — relationship with human face.
24x7 includes weekends and holidays?
Yes, 24x7 means coverage every day of year. Sev1 and Sev2 incidents handled anytime. Requests and Sev3-4 in business hours unless specific agreement.
Ready to get started?
Tell us about your challenge. No pitch, no commitment. Just understanding.
Quote your Service Desk