Service Levels
A description of the different service levels applicable under a CloudOps agreement.
Overview
Playground’s Cloud Ops offering is designed to meet you where you are in your cloud journey. Whether you're running legacy VMs or a fully modern, well-tuned Kubernetes stack, we provide operational support tailored to your environment and maturity level.
Our services scale across three operational levels, each with capabilities, onboarding requirements, and ideal use cases. When onboarding to Cloud Ops, we assess the current and target states and, together with you, develop a road map for how and when to take custody of your cloud resources. Typical approaches are:
Accounts (i.e., "My Business Prod")
Cloud Services (i.e., EC2, AKS, BigQuery)
Service Categories (i.e., networking, databases)
Systems (i.e., "My Business e-commerce")
or whatever fits your situation
Each customer has unique needs, and not all cloud resources are equally important. Therefore, we collaborate closely with you to ensure the best approach for your specific needs - ensuring you'll get peace of mind as soon as possible.
Continuous Developer Collaboration
Regardless of your service level, we emphasize strong collaboration with your developers. Over time, we gain deeper knowledge of your systems, enabling better support and cost optimization.
Shared Activities Across Levels:
📢 Slack channels for communication
📆 Jira setup for ticket handling
📈 Establish and maintain current and target state document
🥉 Bronze: Monitoring and Incident Response (IR)
This is the foundation of Cloud Ops — ensuring someone always has eyes on your infrastructure, even at 3 AM. We have access to your cloud setup and have monitoring in place so that when shit hits the proverbial fan, we can quickly step in and provide cloud expertise during the incident.
Ideal for:
Environments with undocumented components
SaaS and fully managed cloud provider services
What’s Included:
⏰ 24/7 Monitoring via Grafana
🚨 Real-time incident response
📢 Slack or MS Teams-based communication setup
Onboarding Activities:
Setup role based access control to provide PGT access
Walkthrough of your environment
Connect your environment to our monitoring stack (Grafana)
Define SLA and business criticality for each service
🥈 Silver: Routine-Based Infrastructure Operations
This level adds proactive, routine-based management on top of monitoring and IR. We establish maintenance routines, meaning we, on a set cadence, keep track of your resources. If changes are needed, we will either reach out and collaborate on how and when to make the changes, or we can ensure your resources are constantly kept up-to-date and healthy.
Ideal for:
“Legacy” virtual machines in the cloud
Infrastructure not ready for full automation
What’s Included:
🔄 Regular infrastructure tasks (patching, restarts, config updates)
📋 Resources are tagged to ensure clarity of responsibility
📖 Documentation and responsibilities in GitBook
Onboarding Activities:
Define which resources we’re responsible for
Documentation handshake (GitBook + sign-off)
🥇 Gold: End-to-End Operations on Playground Standardized Infrastructure
Our highest level of service — we take end-to-end responsibility for operations, automation, and infrastructure. This is best for teams that want self-service, low-touch platforms. We take deep responsibility for your cloud resources. On the Gold level, you typically have read-only access, and we take care of the rest - all in your cloud.
Ideal for:
Modern, automated environments
Customers seeking to reduce operational risk, reduce running costs in the cloud, and improve engineering throughput
What’s Included:
✨ Full automation and DevOps practices
🧳 Golden paths for typical use cases
🛋️ Self-service infrastructure support
👷️ Operated, tuned and maintained by Playground’s CloudOps team
Onboarding Activities:
Establish Playground-defined environments
Adjust the environments to your specific needs
Migrate to new environments
FAQ
Q: Can we upgrade between tiers?
A: Yes, we design our service with upgrade paths in mind. Reach out to anyone in the team for assistance.
Q: What if we have a mix of legacy and modern workloads?
A: We can apply different service levels to different workloads. We do this with tagging.
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