Firstcom Europe – AWS Cloud Operations

About Firstcom Europe

Firstcom Europe provides telecommunications services to small businesses across the United Kingdom and Germany. From cloud-hosted phone systems to business mobile and connectivity, Firstcom helps SMBs communicate reliably with their customers, suppliers and teams.

As Firstcom’s customer base has grown, so have the demands on the technology platform behind it. Calls must connect every time. Bills must be accurate. Service must be available around the clock — because the small businesses relying on Firstcom can’t afford downtime any more than the enterprises they compete with.

The Challenge

Running a national telecoms platform isn’t just about building it well — it’s about operating it day in, day out, at scale, securely, and at predictable cost. Firstcom needed an operations partner who could:

• Keep the platform available 24/7, no matter what
• Spot and resolve issues before customers noticed
• Scale capacity in line with growing call volumes
• Maintain strong security across a complex multi-country environment
• Control cloud spend as the business grew

Doing this in-house would have meant building a specialist Cloud Operations team — expensive, slow to recruit, and a distraction from Firstcom’s product roadmap.

The AWS Solution

StableLogic designed and now operates Firstcom Europe’s platform on AWS, providing 24/7 managed Cloud Operations from our UK team.

The platform runs across two AWS regions — Frankfurt and London — with private connections back to Firstcom’s existing voice infrastructure in Denmark and the UK. Core AWS services including Amazon Route 53, AWS WAF, Amazon ECS, Amazon RDS and Amazon ElastiCache provide a resilient foundation for call processing, billing and customer-facing systems.

But the real value is what happens every day after launch.

Always-on monitoring

Our team watches the platform continuously, using Amazon CloudWatch to surface every meaningful signal — performance, errors, capacity, customer impact. Our on-call engineers respond to incidents around the clock against telecoms-grade service levels.

Proactive security

AWS Inspector continuously scans the environment for vulnerabilities, and we remediate findings against agreed SLAs. AWS CloudTrail provides a full audit trail of every change, supporting Firstcom’s compliance obligations.

Capacity that scales

Call volumes change by hour, day and season. Our team manages capacity proactively — so the platform grows when Firstcom’s customers need it, without spending money on unused infrastructure.

Cost control built in

We use AWS Cost Explorer to review spend every month. Through ongoing FinOps reviews and capacity optimisation, AWS costs have stayed flat even as call volumes have grown — a structural cost advantage as the business scales.

Controlled change management

Every change to the platform goes through controlled pipelines, with full audit trails. Updates ship safely, without disrupting calls in flight.

The Results

Since the Cloud Operations engagement began, Firstcom Europe has been able to focus on growing its customer base across the UK and Germany, while StableLogic takes care of the operational backbone.

• 100,000+ calls handled every day across UK and German customers
• 99.999% platform availability maintained across the engagement — five nines uptime, the gold standard for telecommunications
• Open incidents reduced from 80 to 3 through embedded monitoring, runbooks and 24/7 on-call coverage
• AWS costs held flat year-on-year, even as call volumes climbed
• Dual-region resilience across Frankfurt and London, with hybrid connectivity into Firstcom’s existing on-premises voice infrastructure
• Stronger security posture through continuous AWS Inspector scanning and AWS CloudTrail auditing

The Build

For information on our design and build of the solution please click here.