Shaun Norris
AWS Support Site Leader
Supporting & Optimizing your AWS Experience
Built on Legacy of Customer Obsession
AWS Support is a Global Organization
Current Sites
2013 Expansion
Remote TAMs
Customer Service
• Accounts and Billing enquiries, non-technical issues
• Open to all AWS customers
Technical Support
• Le...
Basic Support
Developer Support
Business Support
Enterprise Support
Technical Support Options
AWS Support will help launch your migration to the cloud:
• Help you get started with AWS
• Provide best practice advice w...
Different levels
of support to
match the
support needs of
our customers
Support Product
Feature Matrix
Customer opened a Support Case via the AWS Support Centre
“We would like to leverage Elastic Map Reduce (EMR) to analyse l...
In the customers own words:
• “I've just picked up the EMR task this morning and have zero
experience with it.”
• “… your ...
AWS Trusted Advisor
Best practice recommendations to improve the performance, security, and
fault tolerance of your applic...
AWS Trusted Advisor
How does it work?
• 27 individual checks within four categories that test your AWS application
against...
Trusted Advisor - Four Categories
Cost Savings
Security
Fault Tolerance
Performance
Amazon Confidential
Save Cost
Amazon Confidential
Be More Secure
Amazon Confidential
Improve Availability
Amazon Confidential
Upgrade Performance
AWS Trusted Advisor
Why did we create Trusted Advisor?
• Customers don’t want to repeat the same mistakes made by others –...
AWS Trusted Advisor
How can Trusted Advisor help me?
During the month of March 2013 customers followed 53% of savings
reco...
Accessing Trusted Advisor
Accessed through the Support Center
at http://aws.amazon.com/support/
There is a “Trusted Adviso...
Customer Feedback
Amit Vora, CTO, Hungama
AWS Trusted Advisor helped Hungama save over 33% on our
monthly bill with AWS. W...
Business Support
Starts at $100 per month
Unlimited cases
Phone, Live Chat or Email directly with experienced engineers
1 ...
Support Center & Trusted Advisor APIs
Announcing public beta of AWS Support APIs –
released April 30th
• Create and manage...
Enterprise Support
Technical Account Manager assigned to each customer
15 minute SLA for the most urgent issues
Management...
Amazon Confidential
Customer Stories
NASA JPL
Prior to the landing, JPL engaged the AWS Support and their Infrastructure a...
Amazon Confidential
Customer Stories
Harper Reed, CTO at Obama for America
To make sure that we were successful, we relied...
Customer Feedback – Twitter
“Have I mentioned, lately,
how much #aws Premium
Support just plain rocks?
@awscloud”
“Just di...
Questions?
Thank You!
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AWS Summit 2013 | India - AWS Support - Optimizing your Costs and Infrastructure with Support, Shaun Norris

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What is so unique about AWS Support? Get to know how AWS Support — over and above troubleshooting and operations issues — staffed with a team of world class Support engineers helps you optimize your infrastructure, select the right services and lower your costs by leveraging best practices learnt from AWS's aggregated operational history. Also learn about Trusted Advisor which can inspect your AWS environment to find out where opportunities exist to save costs, improve system performance, or close security gaps.

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AWS Summit 2013 | India - AWS Support - Optimizing your Costs and Infrastructure with Support, Shaun Norris

  1. 1. Shaun Norris AWS Support Site Leader Supporting & Optimizing your AWS Experience
  2. 2. Built on Legacy of Customer Obsession
  3. 3. AWS Support is a Global Organization Current Sites 2013 Expansion Remote TAMs
  4. 4. Customer Service • Accounts and Billing enquiries, non-technical issues • Open to all AWS customers Technical Support • Level of engineer engagement depends on customer choice • Commitment to our customers has lead to innovations such as Support for Health Checks and Trusted Advisor AWS Support
  5. 5. Basic Support Developer Support Business Support Enterprise Support Technical Support Options
  6. 6. AWS Support will help launch your migration to the cloud: • Help you get started with AWS • Provide best practice advice with Trusted Advisor • Discuss your architecture design • Learn how to integrate the 150+ annual AWS feature releases • Assist with a growing list of 3rd Party Software Proactive Support
  7. 7. Different levels of support to match the support needs of our customers Support Product Feature Matrix
  8. 8. Customer opened a Support Case via the AWS Support Centre “We would like to leverage Elastic Map Reduce (EMR) to analyse log files, and are coming at the problem with no background on the technology” Case was picked up by an engineer with EMR expertise on the Dublin Support Team Engineer walked customer through how to get started with EMR Proactive support in action
  9. 9. In the customers own words: • “I've just picked up the EMR task this morning and have zero experience with it.” • “… your example goes that much further and is going to be very useful thank you … you've been very helpful so far!” • “… this is great progress. You're a bit of a Legend - thanks :)” Proactive support in action
  10. 10. AWS Trusted Advisor Best practice recommendations to improve the performance, security, and fault tolerance of your application and save you money.
  11. 11. AWS Trusted Advisor How does it work? • 27 individual checks within four categories that test your AWS application against specific operational criteria. • Depending on how you score we’ll: • recommend action • suggest follow-up • confirm that the check has passed
  12. 12. Trusted Advisor - Four Categories Cost Savings Security Fault Tolerance Performance
  13. 13. Amazon Confidential Save Cost
  14. 14. Amazon Confidential Be More Secure
  15. 15. Amazon Confidential Improve Availability
  16. 16. Amazon Confidential Upgrade Performance
  17. 17. AWS Trusted Advisor Why did we create Trusted Advisor? • Customers don’t want to repeat the same mistakes made by others – Trusted Advisor allows us to pass along learnings of other customers and best practices for each service. • Provide proactive recommendations to customers to detect and avoid issues before they happen.
  18. 18. AWS Trusted Advisor How can Trusted Advisor help me? During the month of March 2013 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.
  19. 19. Accessing Trusted Advisor Accessed through the Support Center at http://aws.amazon.com/support/ There is a “Trusted Advisor” widget at the bottom left of the page.
  20. 20. Customer Feedback Amit Vora, CTO, Hungama AWS Trusted Advisor helped Hungama save over 33% 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. Chidananda AJ, Infrastructure Manager, Inmobi We started following the Trusted Advisor recommendations and it has assisted us in bringing down our monthly bill by 20% over in just two months. This tool from AWS Support has helped us to save not only on costs but also optimize performance, improve availability and security of our AWS infrastructure
  21. 21. Business Support Starts at $100 per month Unlimited cases Phone, Live Chat or Email directly with experienced engineers 1 hour SLA for the most urgent cases Unlimited access to Trusted Advisor Proactive ‘getting started on AWS’ Support No long-term commitment Backed by our global team of Cloud Support Engineers Extensive experience supporting wide variety of AWS use cases and services
  22. 22. Support Center & Trusted Advisor APIs Announcing public beta of AWS Support APIs – released April 30th • Create and manage Support Center cases • Access Trusted Advisor report data and integrate it into your applications Customers can use their existing ticketing systems to manage their support cases, receive case updates, and access AWS TA results. SDKs will be available for – Ruby, .NET, Java, JavaScript, Powershell/CLI, and PHP. Python will be released shortly after launch We will be releasing a code sample demonstrating how you can create your own Trusted Advisor Widget similar to what is displayed in the Support Center.
  23. 23. Enterprise Support Technical Account Manager assigned to each customer 15 minute SLA for the most urgent issues Management Business Reviews White Glove case routing to our best engineers Infrastructure Event Management
  24. 24. Amazon Confidential 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.
  25. 25. Amazon Confidential 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. 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.
  26. 26. 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.”
  27. 27. Questions?
  28. 28. Thank You!

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