Justin Brindley-Koonce

Sr. Manager, AWS Support - Americas

Supporting and Optimizing

your AWS Experience

AWS Support Product

Feature Matrix

• Different levels of support to match

the support needs of our customers

Built on top of Legacy of Customer Obsession

AWS Support is a Global Organization

More than traditional 24x7x365 Break-Fix

• AWS Support is highly available to help you in your time of need, but…

• We’re much more than reactive troubleshooting

– Help you onboard and get started with services

– Provide recommendations on best practices

– Understand your architecture and cross-service experience

– Assist with integrating the 150+ annual AWS feature releases

– Support a growing list of 3rd Party Software configurations

More than traditional 24x7x365 Break-Fix

• Customer migration to AWS

– Educated customer on breadth of service options

– Assisted customer with a database recovery via phpmyadmin

• Customer stuck between dev teams

– Helped a customer deploy a new website developed by a contractor that had

limited systems administration experience

– Guided customer through the install and configuration of application stack

• Customer deploying large content management system for media

– Primarily concerned with storage so covered options vs. previous NAS storage

– Discussed architecture and explained ELBs, AutoScaling, and VPC

Infrastructure Event Management (IEM)

• Designed for short-term tactical engagements

– Public campaign, product launch, marketing event

– Seasonal usage spikes

• Assigns dedicated and senior support resources

• Engagement starts with discovery, moves to planning and execution, and

ends with a review

• Included with Enterprise Support, but can be purchased as needed for

Business Support customers

Customer Stories

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.

Customer Stories

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.

Customer Stories

NASA JPL

Prior to the landing, JPL engaged the AWS Support and their Infrastructure and

Event Management (IEM) program to review software architectures, available

capacity and operational practices and work closely with the Solution Architects.

As the Curiosity rover was landing on Mars and provided live images from the

surface of the Red Planet, the world participated via solutions developed by

NASA/JPL and hosted on AWS. AWS and JPL teams worked side-by-side to

quickly identify and resolve any issues that arose. The assistance provided by

an on-site AWS Support Technical Account Manager and Solution Architects

who were familiar with JPL's environment allowed AWS to rapidly engage

additional resources as needed. Both JPL and AWS teams continuously

monitored Curiosity's operational and outreach systems.

AWS Trusted Advisor

• Draws upon best practices learned from aggregated operational history of

serving hundreds of thousands of AWS customers.

• Includes 27 individual checks within four categories today.

• Provides proactive recommendations to customers to detect and avoid

issues before they happen.

• During the month of March, customers followed 53% of savings

recommendations, 42% of performance enhancements, 31% of fault

tolerance best practices, and implemented 20% of recommended security

changes. Overall, 329K recommendations were viewed, and customers took

action that resulted in $22M in annualized savings.

AWS Trusted Advisor

• Cost Optimizing

– The goal of this category is to save customers money.

– Identifying AWS resources that are underutilized, idle, allocated but unused, and by recommending opportunities to save by committing to resources over a period of time.

AWS Trusted Advisor

• Security

– Less than optimal security practices put your AWS application at risk.

– Focuses on security best practices and highlights areas where you may be exposed or not taking advantage of security features designed to make your account more secure.

AWS Trusted Advisor

• Fault Tolerance

– With the cloud comes great flexibility and scale but not all customers use theses capabilities to their advantage.

– Checks are designed to recommend actions that will make your application more resilient by avoiding common mistakes made when transitioning to the cloud.

AWS Trusted Advisor

• Performance

– Focuses on ensuring that you get the performance you

expect.

– Indicating over-utilized instances and sub-optimal

configurations.

AWS Trusted Advisor Demo

• Accessed via the Support Center or front page of

the AWS Management Console

– https://console.aws.amazon.com

• Support Center includes summary of checks

– https://aws.amazon.com/support

• Direct link to Trusted Advisor

– https://aws.amazon.com/support/trustedadvisor

Customer Stories

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.

Cyrus Durgin, Director of Engineering & Infrastructure, Meteor

Entertainment Trusted Advisor is awesome! Just poked around at the Trusted Advisor

dashboard and I'm really impressed. Another terrific customer-facing service

to help us understand where our costs are and get a holistic overview of

where we can improve cost, security and performance. Very cool!

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

24x7x365 Support Engineer Team

AWS Support Center / Trusted Advisor APIs

• Announcing the availability of Support Center APIs today

– Create and Manage support cases

– Integrate case management into your own tools

• Announcing the availability of Trusted Advisor APIs today

– Poll for best practice updates, opportunities, and reports

– Integrate Trusted Advisor data into your ops tools

AWS Enterprise Support

• Many great experiences with Enterprise Support

• We see our TAMs as extensions to our team

• Follow-through with internal AWS teams is great

• Weekly (or so) calls with our TAMs allows teams to stay in sync

• The “white glove” team at AWS

John Martinez Adobe Cloud Ops Engineer

AWS Enterprise Support

• Creative Cloud launch

– TAMs heavily involved in supporting our deployment

– Proactively suggested things like ELB pre-warming and S3

bucket partitioning

– Reacted quickly to account limit changes

• Hurricane Sandy

– Our TAMs became weather men

– Kept us in the loop on what was going on in Virginia

– Over-communication was great, especially with something that

could have had such a large impact on our systems

AWS Support Center API Beta

• We love our TAMs, but were wanting more automation

• We have hundreds of AWS accounts for our many product teams

• Our service support and operations groups have had to manage support issues on an account-by-account basis

• The APIs are allowing us to integrate internal tools

AWS Support Center API Beta

AWS Support Center API Beta

AWS Trusted Advisor API Beta

• Still in early testing phase

• Plan to use API in conjunction with CloudWatch to manage

unused EC2 instances

• Plan to use API to present service limits on a per account

basis within an internal support portal

• Lots of other options and use cases TBD

• Demo of APIs in action:

– http://supportapi.elasticbeanstalk.com

Questions?

Thank you!