AWS Support Services Overview - Spiezio


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  • SHC is a service offered to customers free of charge that allows us to proactively reach out if there is a problem. For example…Developer support is an offering targeting individual users
  • We price our support separately so that we have to earn your business every month. We do not require a contract for support.
  • Includes questions about system administration
  • analyzes to EC2 usage and reports areas where use of reserved instances can save money
  • AWS Support Services Overview - Spiezio

    1. 1. AWS SupportJoe Spiezio | AWS Support Services Overview
    2. 2. AWS SupportAWS Support is a one-on-one, fast-response support channel that is staffed24x7x365 with experienced and very technical, support engineers.We offer a Range of AWS Support plans that provide customers an unlimitednumber of support cases with pay-by-the-month pricing and no long-termcommitments.We Empower Customers to Make the Right Support Decision and Then MustEarn our Money every Month! Amazon Confidential
    3. 3. New!Support Product Feature Matrix New!Different levels ofsupport to matchthe needs of thecustomer New! New! New! Amazon Confidential
    4. 4. Support Product Pricing Matrix Developer pricing is fixed, but Business and Enterprise have a minimum fee and usage charges that decrease at higher levels. Amazon Confidential
    5. 5. Business-level SupportOperational Support for AWS applications• 24/7/365 phone and chat, 1 hour response for web cases3rd party Software SupportAccess to AWS Trusted AdvisorRouting to senior engineersArchitecture support for Use Cases• Guidance on what AWS products, features, and services to use to best support your specific use cases. Includes guidance on optimizing AWS products and configuration to meet your specific needs. Amazon Confidential
    6. 6. Third Party Software SupportAWS Support works directly with customers on questions related tothe Amazon Elastic Compute Cloud (EC2) and common applicationsSupport Amazon Linux, Ubuntu, Red Hat Enterprise Linux, SUSELinux, and Microsoft Windows 2003 & 2008 R2Apache and IIS web servers, the Amazon SDKs, Sendmail, Postfix,FTP, databases (MySQL, SQL Server), disk management tools(LVM, RAID), and VPN Solutions (OpenVPN, RRAS). Amazon Confidential
    7. 7. AWS Trusted AdvisorAWS Trusted Advisor draws upon best practiceslearned from AWS’ aggregated operational historyof serving hundreds of thousands of AWScustomers. The AWS Trusted Advisor inspects yourAWS environment and makes recommendationswhen opportunities exist to save money, improvesystem performance, or close security gaps.AWS Trusted Advisor is available to customerswho have subscribed to Business or Enterprise-level Support. For more information on supportplans, please see our web site. Amazon Confidential
    8. 8. AWS Trusted Advisor – Example CheckThe EC2 ReservedInstance Optimizationcheck compareshourly historic usageand any existing RIs torecommend thenumber of 1 or 3 yearReserved Instancesthat should bepurchased for optimalcost savings. Amazon Confidential
    9. 9. Infrastructure Event ManagementDesigned for short-term, tactical engagementsAssigns a TAM or high-level Support Engineer to help acustomer prepare for a known event that will scale orchallenge their infrastructure beyond normal limits, i.e. apublic campaign/event, seasonal usage spikes,etc.Engagements will start with discovery, proceed withplanning and execution, and end with a reviewIEM is included with Enterprise-level, but can bepurchased for $10,000/month for customers onBusiness-level support (not pro-rated) Amazon Confidential
    10. 10. Enterprise-level SupportEnterprise-level support provides customers with all of thefeatures of the Business tier, plus: • 15-minute response time for mission-critical issues • Application architecture guidance • A dedicated Technical Account Manager (TAM) who is intimately familiar with the customer’s specific AWS architecture. • Periodic business reviews for infrastructure planning, report metrics, collaborate on launches, and connect customers to AWS Solutions Architects as needed Amazon Confidential
    11. 11. Technical Account Manager (TAM) RoleTechnical Account Manager (TAM) • Provides access to technical expertise for the full range of AWS services. • Work with AWS Solution Architects to help you launch new projects and give best practices recommendations throughout the implementation life cycle. • Acts as the primary point of contact for ongoing support needs - you have a direct communications channel with your TAM.Core values of TAM • Orchestrate resources within AWS to help Enterprise customers in the best possible way. • Develop a detailed understanding of your technology architecture and use case. • Be your advocate inside Amazon Web Services. Amazon Confidential
    12. 12. More Than Just Break-fixAWS Support is much more than traditional, reactivetroubleshooting.In addition to 24/7/365 reactive break-fix with highly skilledengineers, support subscriptions include an unlimited number ofcases to:1. Help you get started with AWS2. Assist you with improving security, lowering costs, and increasing availability3. Discuss your architecture and best practices4. Ask questions on how to successfully integrate the 200+ annual AWS feature releases5. Help configure a growing list of 3rd Party Software Amazon Confidential