Introduction to Enterprise Support

Heitor Lessa

Technical Account Manager (TAM)

Speed is not just for Startups and Enterprise Support is not just for the

Enterprise.

Agenda

Overview of AWS Support

AWS Support Features

Enterprise Support

What AWS Support is

24x7x365 support channel

One-on-one

fast-response support

Unlimited cases

Pay-by-the-month pricing

Get started / Break-Fix

Highly technical support

engineers

Integration of new AWS features

Troubleshooting assistance

Proactive

Cost optimization

Security, performance, availability

Best practices

AWS Support plans

Business Enterprise

Basic Developer

AWS Basic support plan - Highlights

Basic

Customer Service support (24x7x365)

Technical support via AWS Forums

White Papers, Best practices

AWS Developer support plan - Highlights

Developer

First response time target < 12 hours

Technical support via email (Web)

Single Named Contact

Basic Support features

AWS Business support plan - Highlights

Business

First response time target < 1 hours

Technical support via email, chat, phone

AWS Trusted Advisor

Developer Support features

IEM at additional costs

AWS Enterprise support plan - Highlights

Enterprise

First response time target < 15 min

Dedicated TAM and Concierge

Architecture and Operations support

Business Support features

IEM at no additional costs

AWS Support – Severity and 1st response time

Critical

Urgent

High

min

hours

Normal

Low

hour

hours

day

Major outage, business at risk

Major interruption, business

impacted

time example

Major degradation, application

impaired

Minor impact, abnormal

behavior

General question

AWS Support Features

Trusted Advisor, IEM and API

AWS Trusted Advisor

Security & Cost Optimization

Fault Tolerance & Performance

Over 60 checks across several AWS services

“Trusted Advisor…is proving very valuable in shining a light on

areas which have potential big impact on cost, fault tolerance

and performance”

AWS Trusted Advisor – Checks

Security

IAM password policy, key

rotation & MFA

Security Groups

CloudTrail logging

Cost optimization

Underutilized EC2 and

RDS instances

Reserved instances

analysis

Idle or unused resources

Performance

Over utilized EBS

magnetic volumes

Service limits

EC2 to EBS throughput

optimization

Fault tolerance

ELB configuration and

AZ imbalance

EBS Snapshots

VPN Tunnels

AWS Trusted Advisor - Availability

basic checks

Business Enterprise

Basic Developer

all checks

We estimate an average 33 percent monthly

savings on our total AWS spend from Q4

2012 to Q1 2013. We will continue leveraging

the features and checks of the AWS Trusted

Advisor to keep optimizing our

infrastructure and costs on AWS

Amit Mora

CTO, Hungama

“

AWS Infrastructure Event Management

Product launches, migrations

Eagle eyes on the platform

War room

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

Infrastructure Event Management (IEM) program to review software

architectures, available capacity and operational practices”

AWS Infrastructure Event Management (cont’d)

AWS Support assistance with your

critical events

Insightful and unique expertise on

Infrastructure

Tight monitoring along with customer’s

tooling

AWS Infrastructure Event Management (cont’d)

Enterprise-level support was really

beneficial for us on our A-level results

day and confirmation and clearing day.

We were able to have a team of AWS

specialists on site to give us a high

level of assurance that if there were any

issues, we would be able to tackle those

very quickly

“

AWS Support API

Programmatically create, update and list

Support Cases

Integrate Service Management solutions

Leverage Trusted Advisor as a Web Service

$ aws support create/describe/add-communication-to-case/resolve

$ aws support describe-trusted-advisor-checks

AWS Enterprise Support

TAM, Concierge, Features and Customers

AWS Enterprise Support

Direct access to TAM, Concierge,

Sr. Support engineers

Personalized support based on your profile

Upcoming changes ahead of time

“Our success is intrinsically linked to our access to AWS

Support.“

AWS Enterprise Support - TAM

“AWS Support is always available whenever we need it. We

particularly like learning about upcoming AWS features and

changes in advance from our technical account manager, so

we have to time prepare.”

Understands your business, speaks your language

Dedicated voice within AWS as your advocate

Oversees general health

AWS Enterprise Support - Concierge

“Working with the AWS Concierge Team, Adobe Systems learned

they could reduce their bill by 16% through consolidating their

AWS accounts. Adobe opted to consolidate based on these results

and was able to optimize their costs as projected

White glove routing on service limits and bulk RI

purchases

Personalized handling of billing inquiries, tax

Partner with TAM for cost optimization

AWS Enterprise Support – More features

Proactive guidance

Regular business reviews

Upcoming features and changes

White glove case routing and

escalation

Personalized insights

Architecture design and review

Operational support at scale

Best practices on AWS services

Cost optimization

Full range of Trusted Advisor checks

Reserved Capacity suggestions

Resource optimization review for

right sizing

Recap!

Find out more at aws.amazon.com/premiumsupport

Support plans designed to meet your needs and

AWS usage

Personalized experience with Enterprise Support

Many AWS Support features to explore

Q&A