About the Customer

A prominent cloud management platform provider operates at the intersection of enterprise cloud adoption and operational complexity, delivering unified multi-cloud management solutions across AWS, Google Cloud Platform, Microsoft Azure, and Huawei Cloud. Serving numerous enterprise customers globally, with a strong presence in North America and Nigeria, this provider simplifies cloud operations through a single console that eliminates the complexity of managing multiple cloud environments.

The platform enables enterprises to deploy, manage, and optimize infrastructure across multiple providers simultaneously, offering services from virtual machine provisioning to auto-scaling and serverless function management. With customers ranging from startups to Fortune 500 enterprises, the platform processes thousands of deployment requests daily while ensuring strict security isolation and compliance with diverse regulatory requirements.

Customer Challenge

By early 2025, the company experienced rapid growth, onboarding numerous enterprise customers in just four months. This expansion strained their privileged access management processes, as support and engineering teams needed increasingly complex access across multiple cloud providers and customer environments.

They operated separate AWS accounts per customer, plus multiple environments across Azure, GCP, and Huawei Cloud. Support engineers required access for troubleshooting and deployment, but manual provisioning became a bottleneck.

In April 2025, a major customer’s security audit exposed gaps in access governance. Support engineers often retained access beyond ticket resolution, and the company struggled to correlate environment changes with specific cases. A financial services customer threatened contract termination after discovering engineers had standing access to production AWS environments, violating zero-trust policies.

Key challenges included:

• Multi-Customer Environment Complexity — Secure access across hundreds of environments without cross-customer exposure
• Multi-Cloud Coordination — Unified access across AWS, Azure, GCP, and Huawei Cloud
• Customer Security Demands — Audit trails and time-limited access to meet compliance needs
• Support Ticket Correlation — Linking engineer sessions directly to tickets and requests
• Compliance Audit Pressures — Multiple audits revealed documentation gaps
• Cross-Team Conflicts — Development and support access occasionally overlapped, causing disruptions

The leadership team recognized these issues threatened both customer relationships and scalability.

Partner Solution

In May 2025, the company partnered with Qucoon, an AWS Advanced Consulting Partner, to implement QTEAM (Qucoon’s Temporary Elevated Access Manager) across their multi-customer, multi-cloud infrastructure.

The solution was carefully designed to support managed services across multiple providers while ensuring strict customer isolation and complete audit coverage.

Multi-Customer QTEAM Implementation

Support engineers requested temporary access to specific environments by referencing support tickets, required cloud platforms, and services. Requests required approval from both technical leads and customer account managers, ensuring necessity and customer authorization.

Cross-Platform Access Orchestration

QTEAM managed AWS access through IAM role creation while integrating with identity systems to coordinate Azure, GCP, and Huawei Cloud sessions. Engineers could request unified sessions spanning multiple providers.

Customer-Centric Audit Integration

Every AWS access session was linked to specific tickets and stored in DynamoDB with customer-specific encryption keys. Reports could be generated instantly for customer audits.

Automated Workflow Integration

QTEAM integrated with the company’s ticketing system, automatically creating access requests when tickets required environment entry. This removed manual coordination and ensured proper documentation.

Real-Time Customer Transparency

Account managers used Fargate-hosted dashboards to view engineer access in real time. Customers received SES notifications on approvals, sessions, and completions, ensuring transparency.

Enhanced Security Controls

Controls included IP restrictions, time-based limits tied to ticket priorities, and automatic revocation on ticket closure. Emergency protocols allowed rapid response without sacrificing audit coverage.

The solution leveraged AWS Lambda for scalability, DynamoDB for millisecond audit queries, and KMS for encryption — delivering secure, real-time access management.

Primary AWS Services Used

• AWS Lambda — Serverless execution of workflows
• Amazon DynamoDB — Audit storage with customer-specific encryption
• AWS Fargate — Hosting customer dashboards and management tools
• AWS IAM — Dynamic role creation for environment access
• AWS EventBridge — Automated access cleanup
• AWS SES — Notifications and approvals
• AWS CloudTrail — Comprehensive logging
• AWS KMS — Data encryption
• Amazon API Gateway — Secure integrations
• AWS Secrets Manager — Credential and API key management
• Amazon CloudWatch — Monitoring and alerts

Results and Benefits

The QTEAM implementation, completed in August 2025, transformed customer support operations and strengthened security.

Customer Relationship Excellence

• 100% Transparency — Customers had real-time visibility into engineer access
• 85% Faster Ticket Resolution — Access provisioning delays were eliminated
• Zero Cross-Customer Incidents — Strict isolation protected customer data

Operational Transformation

• 90% Reduction in Access Overhead — Automation replaced manual processes
• Complete Support Case Correlation — Every access linked to specific tickets
• Enhanced Compliance — DynamoDB-enabled instant audit report generation

Business Growth Enablement

• Improved Retention — Security-conscious enterprises renewed with confidence
• Audit Readiness — Trails satisfied the toughest compliance requirements
• Scalable Support — Onboarding new engineers became seamless and secure

The solution scaled to process hundreds of weekly access requests across multiple clouds, maintaining sub-second audit queries and 99.99% availability. By September 2025, the company won new financial services customers previously hesitant due to governance concerns, expanding their reach into regulated industries.

About the Partner

Qucoon is an AWS Advanced Consulting Partner with expertise in multi-cloud management and enterprise security. With deep understanding of service provider operations and customer security demands, Qucoon helps cloud platforms implement robust access governance while maintaining efficiency and trust.

Through solutions like QTEAM, Qucoon enables service providers to deliver secure, transparent, and compliant managed services across diverse cloud environments.