What is cloud incident management and why you need it


As more organizations transition to cloud-based operations, ensuring the stability and availability of these systems becomes increasingly critical. This is where cloud incident management steps in. Incident management in the cloud is a systematic process of identifying, analyzing, and correcting hazards to prevent a future re-occurrence of incidents.

What exactly does cloud incident management entail, and why should you cooperate with an external partner like Revolgy to handle the process for you?

What is cloud incident management?

Think of incident management as insurance for your cloud infrastructure. In other words, if something goes wrong, you’re covered. 

In the context of cloud computing, incident management (IM) means handling disruptions to operations caused by system failures or cyber threats. These incidents can range from minor issues, such as a user’s inability to access an application, to major disruptions, such as a network-wide outage.

The primary objective of cloud incident management is to restore normal service operations as quickly as possible and minimize any adverse impact on business processes.

Why you might need cloud incident management

In the modern business environment, any downtime can lead to significant losses. An effective cloud incident management process minimizes these losses and helps maintain customer trust, improve system resilience, and satisfy compliance requirements.

It provides a structured approach to addressing and learning from system failures and security threats, making it a critical component of IT operations.

With the increased complexity of cloud systems, incident management becomes even more essential. The interconnectivity of cloud services means that an incident in one area can quickly escalate and impact various aspects of your operations, making swift and efficient incident response crucial.

Revolgy’s approach to incident management in the cloud

Revolgy’s cloud IM provides you and your business with fully managed and customized monitoring and alerting service backed 24/7/365 by GCP- and AWS-certified cloud engineers, who help to ensure the availability and performance of your critical applications.

Our cloud IM service is perfect for you and your business if you do not have:

  • In-house engineers
  • Internal cloud knowledge and capability to deploy your own cloud environment
  • Ability to monitor your infrastructure 24/7/365
  • Ability to build monitoring and alerting systems that will automatically detect and inform you about infrastructure issues
  • Ability to develop systematic instructions on how to proceed in case of repeating incidents
  • Confidence in dealing with outages and problems with running infrastructure


Our team of experts has extensive experience and specialized skills to provide 24/7 support, ensuring that any incidents are tackled promptly, regardless of when they occur. Collaborating with us can be cost-effective and save you time compared to building an internal team from scratch.

Let’s take a closer look at the main services offered by Revolgy.

Key features of Revolgy’s cloud incident management

We offer comprehensive cloud incident management services tailored to your specific needs, providing both Google Cloud (GCP) and AWS support.

24/7/365 service

Our L1/L2/L3 technical support is always available to quickly and effectively resolve issues based on the time limits (first-response SLA).

We classify cloud infrastructure incidents by their severity and assign first response SLA times accordingly:

Severity_cloud incident management

Break/Fix service

This service includes, for example, assistance and active intervention in connection with platform outages, including any managed solutions deployed outside of GCP or AWS (e.g. MongoDB Atlas).

Finding the root cause of the outage

Our experts will conduct a thorough and transparent root cause analysis in the event of any high-severity incidents. We’ll share the report with you along with all the planned and completed remediation activities.

Monitoring and alerting

We’ll set up automated monitoring for early alerts that guarantees response times within 15 minutes according to a custom PlayBook we’ll prepare in cooperation with you.

Customer Success Manager (CSM)

Your dedicated Customer Success Manager serves as a point of contact coordinating escalations and technical requests across the Revolgy teams, helping resolve technical issues, and focusing on account operations.

The CSM also facilitates customer feedback sessions and quarterly business reviews and coordinates the next steps from feedback sessions.


We’ll continuously work with you to understand your cloud infrastructure and set up optimal monitoring and response strategy. We’ll tailor our solutions to your needs.

Daily & quarterly service

As additional deliverables for your cloud infrastructure, we offer daily 24/7/365 monitoring and incident management support for unexpected issues and a quarterly account review report focusing on incidents to help plan and evaluate current and future service delivery.

How does Revolgy service our customers? Read our case study on Purple Next boosting their FinTech services with managed cloud-native infrastructure.


Effective incident management is not a luxury but a necessity. It is an integral part of managing your IT systems, particularly in the cloud environment, and critical for maintaining continuous business operations.

With managed and professional services offered by Revolgy, you ensure that your business is well-prepared to handle any situation, preserving both your operations and peace of mind.

Do you want to find out more about incident management or other services Revolgy offers? Get in touch with us!