AWS Support Overview
Forest Johns, Sr. Manager, Support Product Management
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AWS Support Overview
AWS Trusted Advisor Demo
Enterprise Support
Q&A
Agenda
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A one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and very technical support engineers
Offers a range of plans that provide customers an unlimited number of support cases with pay-by-the-month pricing and no long-term commitments
In addition to providing industry standard reactive troubleshooting, we provide support for:
• Getting started on AWS
• Recommendations to save money, improve security, performance, and availability
• Implementing architectural best practices
• Integration of new AWS features (150 releases + in 2012)
• Configuration and troubleshooting for a growing list of 3rd party software
What is AWS Support
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AWS Support is a Global Organization
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Support Locations Remote TAM Locations Future Site Plans
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Plans Tailored to a Wide Range of Customers
Customers are Responsible for
Selecting a Plan That Meets Their Business
Requirements
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AWS Support Pricing
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Built on top of Legacy of Customer Obsession
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Focus on innovating on behalf of customers, often through technology, with our team submitting 13 patents in the last year alone
Built a dedicated software development team to carry out innovation for customers and internal support team
Continuously making AWS Support better:
1. Lowered Prices, Twice in 24 Months, for Paid Plans
2. Expanded to 365x24x7 Customer Service with Phone Access
3. Expanded to Third Party Software Support
4. Launched Trusted Advisor Best Practice Auditing Service (Pioneering Feature with Multiple Patent Apps)
5. Improved Customer Communication Channels – Added Support via Chat, WebEx Case, API Access
6. Launched Infrastructure Event Management to Help With Large Events (e.g. Super Bowls, Olympics)
7. Launched Free “Basic Support” Plan
8. Made it Easier for Enterprises by Integrating Identity Access Management (IAM) for Support Center
Our Culture of Customer Obsession, Leads to Significant Investment and Innovation in Support
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AWS Trusted Advisor
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AWS Trusted Advisor audits a customers infrastructure against known best practices, in order to: • Save Money
• Improve Availability
• Close Security Gaps
• Increase Performance
Over the last 90 days, AWS customers reviewed 135K AWS Trusted Advisor recommendations and took action that resulted in an estimated at $18M in annualized savings
AWS Trusted Advisor – Demo
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“Enterprises used to spend big bucks on consultants to optimize their IT. Now there is AWS Trusted Advisor”
Enterprise Support
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Built to Address the Needs of Internet, Partner, and Enterprise Customers
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Enterprise Account Team
Enterprise Support
TAM
Support Team
Solutions Architect
Account Manager
Dedicated enterprise engineer for technical
inquiries and escalations
Works with the TAM to provide architectural help with projects
and design needs
Helps ensure customers are receiving the best value from
AWS services
365x24x7 Team of Engineers Available
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Intimately familiar with the customer’s specific AWS architecture
Provides access to technical expertise for the full range of AWS services
Provides oversight of ongoing support needs - customers have a direct communications channel with their TAM
Conducts Periodic business reviews for infrastructure planning, report metrics, collaborate on launches
Works with AWS Solution Architects to help customers launch new projects and give best practices recommendations throughout the implementation life cycle
Technical Account Manager (TAM) Role
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Orchestrate resources within AWS to help Enterprise customers in the best possible way
Resource optimization review – prepare recommendations to help increase availability, reduce costs, and improve security
New product introduction review – highlight where new products benefit the customer’s use case and architecture
Keep the customer aware of AWS roadmap and advocate for their development interests with the right AWS teams
Event Management – coordinate AWS service teams and AWS Support for important launches
Consultation on resource planning and operational plans for instance management
Regular meetings to review support cases & general technical queries
Participate in meetings as an AWS expert
Common Customer TAM Requests
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Customer Stories
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Harper Reed, CTO at Obama for America To make sure that we were successful, we relied extensively on the support options that Amazon Web Services offered. We worked closely with AWS Support to troubleshoot and solve the varied issues that arose. One of the keys to our success was having a Technical Account Manager who knew our infrastructure and advocated for our needs to all the internal AWS groups. Our TAM was monitoring our AWS resources during high volume events like the debates and Election night and proactively mitigating potential issues before they impacted our users. Our experience was well beyond the traditional break-fix reactive support mode, instead we truly felt we had a partner with our TAM and the entire AWS support team. They were as much committed to our success as we were.
Amit Vora, CTO, Hungama AWS Trusted Advisor helped Hungama save over 12% on our monthly bill with AWS. We will continue leveraging features and checks such as "Underutilized Instances" and "Reserved Instance Recommendations" to keep optimizing our infrastructure and costs on AWS.
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Customer Stories
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Jason Titus, CTO, Shazam A large contributor to the success of Shazam’s Super Bowl event was the work done beforehand with the help of AWS Enterprise Support. Working hand in hand with a dedicated Technical Account Manager, the support team provided real-time assistance, ensuring our application would scale to meet the anticipated demand of the event. In addition to the upfront support, the AWS Enterprise Support team also provided around the clock monitoring and assistance from the US and Europe during the event, and had AWS engineering resources on standby should their assistance be required.
Yury Izrailevsky, VP, Cloud Computing and Platform Engineering, Netflix AWS Support and our dedicated Technical Account Manager continuously work with our teams to ensure the availability, cost effectiveness and security of our infrastructure running on AWS. We’ve been pleased with the technical skills of the support team, but also their ability to act as a central point of contact to engage resources throughout AWS as needed. This translates to providing a great experience for our customers.
Questions?
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Customer Feedback – Twitter
“Have I mentioned, lately, how much #aws Premium Support just plain rocks?
@awscloud”
“Just did my first ‘live chat’ support with AWS Premium support. Got a real person in
seconds, and my EIP limit increased. #aws #support”
“Amazon AWS has incredible customer service. ‘We're reaching out because of your tweet about AWS
availability’”
“Opened two premium support tickets on AWS today. The
response was the best support I've ever gotten. Worth every
penny!”
“I just wanna say. AWS support rocks! A lot can be said about a company that
cares enough to ensure post-sales is as good as its
sales.”
“Very impressed by the quality of @awscloud's
support/helpdesk. That's how it should be everywhere. #aws #cloud #support #impressive”
“Impressed with #aws tech support. Responsive, knowledgeable and helpful.”
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