Cloud Support vs Managed Cloud Services: Understanding the Key Differences

Cloud technologies are revolutionizing business operations, offering unparalleled efficiency, scalability, and agility. However, navigating the complexities of the cloud landscape can be daunting, with challenges spanning infrastructure management, security, and compliance. Organizations often turn to Cloud Support and Managed Cloud Services (MCS) to address these challenges. Although these terms are sometimes used interchangeably, they serve distinct purposes within an organization.

This comprehensive comparison aims to demystify the roles of cloud support and managed cloud services, clarifying which approach best aligns with strategic objectives, operational needs, and budgetary constraints.

Understanding Cloud Support

Cloud support, typically provided by cloud service providers, addresses incidents and changes within the cloud environment’s underlying architecture. It offers technical assistance to resolve issues that may arise while utilizing cloud services, including troubleshooting, usage guidance, and operational support.

Exploring Managed Cloud Services

Managed Cloud Services provided by Managed Service Providers (MSPs) go beyond simple support and entail a strategic partnership. They alleviate the IT department from continuous cloud management and maintenance tasks. MSPs assume responsibility for the customer’s cloud environment, actively overseeing and optimizing the infrastructure, including resource scaling, performance monitoring, and security management.

Comparative Analysis: Cloud Support vs Managed Cloud Services

Guidance & Support

Cloud Support:

  • Provides responsive assistance from a general cloud support team


  • Delivers dedicated responses from Cloud Experts
  • Actively engages in recurring project management interactions
  • Effectively extends the organization’s capabilities
  • Ensures tailored guidance and support

Incident Management

Cloud Support:

  • Offers support primarily for underlying cloud system incidents


  • Provides comprehensive incident management
  • Includes incident remediation, Root Cause Analysis (RCA), and change management processes
  • Ensures swift resolution and proactive measures
  • Aims to prevent future incidents
  • Minimizes disruptions and maximizes system reliability

Risk Mitigation and Business Continuity

Cloud Support:

  • Provides limited support for third-party application incidents
  • Offers assistance for business-critical system downtime
  • Often focuses on resolving cloud-specific outages


  • Offers extensive coverage for third-party applications and internal systems
  • Includes incident response, remediation, disaster recovery, and restoration from backup
  • Conducts Root Cause Analysis (RCA) and ongoing process improvement measures
  • Implements best-in-breed tools for security and disaster recovery
  • Utilizes continuous testing, playbook creation, monitoring, incident management, and support
  • Ensures robust risk mitigation and seamless business continuity, even in challenging scenarios

Decision-Making Factors

Several factors influence the decision between cloud support and managed services:

  • Cloud Maturity: Assess your organization’s cloud adoption level to determine if you need a solution capable of meeting strict uptime requirements and maintaining high-security levels.
    • Understanding your organization’s cloud adoption maturity is crucial. Enterprises with extensive operations, demanding uptime needs, and robust security requirements will benefit significantly from cloud support and managed cloud services. Meanwhile, organizations with IT teams specializing in cloud architecture may initially opt for cloud support, while those heavily focused on cloud-first development may find managed services more suitable.
  • Resource Availability: Consider the availability of resources and technical expertise within your organization to determine if you have the internal capabilities to manage and sustain your cloud environment effectively.
    • Factors such as the complexity of your applications, infrastructure, cloud adoption, availability of resources, and technical expertise will influence your decision.
  • Long-Term Strategy: Evaluate your organization’s long-term cloud strategy and business objectives to determine whether you require a one-time solution or a lasting partnership that can support your strategic goals and facilitate growth.
    • While cloud support provides transactional assistance, managed services offer ongoing support and partnership, making them ideal for supporting strategic growth initiatives. Your choice should align with your long-term cloud strategy and business objectives.

InterVision’s MCS Offerings

When contemplating whether to invest in cloud support or managed cloud services, it is crucial to consider multiple factors. These include the organization’s size, level of cloud maturity, and long-term business objectives. While both services play significant roles, managed cloud services present a holistic, strategic, and tailored solution that is progressively indispensable in today’s cloud-focused landscape.

For a comprehensive conversation on leveraging the potential of managed cloud services for your organization, contact InterVision today.