At Adobe, we look at AWS Enterprise Support as our partners for success. With their help, we matured our use of AWS in many ways. This session details how AWS Support gave us insight into our AWS use and what we did to effect improvements. We're also making use of the Trusted Advisor SDK; we detail how we're building on top of that to drive further enhancements.
7. Logging a Case
• Unlimited number of “named contacts”
• Ensure they have access via IAM
{
"Statement": [
{
"Effect": "Allow",
"Action": [
"support:*"
],
"Resource": "*"
}
]
}
9. Choose the Correct Severity Level
Severity
Level
Response
Time
Available For
Critical
15 minutes
Enterprise
Urgent
1 hour
Enterprise, Business
High
4 hours
Enterprise, Business
Normal
12 hours
Enterprise, Business, Developer
Low
1 day
Enterprise, Business, Developer
White glove case routing: Cases submitted by enterprise-level
customers will be recognized and routed directly to specially
trained engineers to ensure fast, accurate resolution to critical
issues.
11. Technical Account Manager (TAM)
• Focussed on your organization
• Regular, deep, and ongoing engagement
• Learns how you operate
–
–
–
–
Environment
Change control
Business challenges
Operational challenges
• Able to provide reports and analysis in your
preferred format
12. Types of TAM Deliverables
•
•
•
•
•
•
Monthly incident reporting
Proactive project planning
Cost optimization recommendations
In-flight project reviews
Feature requests
Etc.
13. It can be what you want it to be…
“Ran a tech summit for one of our
enterprise customers with a heavy
development focus where we tailored a
full day of workshops with themes
such as automation and deployment,
transcoding and IEM. A massive
turnout and really good feedback.”
TAM, Large Online Media Company
15. Architecture Support
• Access to a solutions architect
– Review new projects
– Explore use cases
– Design reviews
• Engage deeply with your organization to
understand your requirements and nuances
• Bring best practices, patterns, and advice
16. When it comes to support:
Reactive is the past; proactive
is the future.
24. Support at the End of an API
myhost: aws support create-case …
myhost: aws support describe-cases …
myhost: aws support add-communication-to-case …
myhost: aws support resolve-case –-case-id <value>
myhost: aws support describe-trusted-advisor-check-summaries …
myhost: aws support refresh-trusted-advisor-check …
25. SDK Support to Make it Easier
•
•
•
•
•
•
•
•
Ruby
.NET
Java
Node.js
PHP
Python
CLI
PowerShell
26. Build Support “Your Way”
• Stealthy startup
– Uses the API to monitor their limits – dashboard on the “big
screen” in the office
• NZ company
– Tied AWS support tickets into their own trouble-tracking system.
• Your idea here…
30. Create the “War Room”
• Short term, critical support for an event
–
–
–
–
–
Product launch
Advertising campaigns
Production rollouts
Public events (e.g. sports, music)
Cloud migration
• Zero-second response time
• Bring together all the key parties
32. Customer Example
•
•
•
•
•
•
Large national “one time only” event
AWS chosen as backup for their existing solution
Team of 12 stakeholders
Reviewed architecture
Coordinated load test (12,000 rps)
During event, confidence so high that load was
shifted for a time to AWS and back again as a “proof
point”
34. The Short Story
• Enterprise support was must-have for Adobe
– Decision dictated by incident response process
• But Enterprise Support proved to be broadly useful,
beyond incident response
–
–
–
–
Architecture review of existing products
Guidance for new teams
Preparation for events
Trusted Advisor
35. About Adobe
• Global leader in digital media and digital marketing
solutions
• Provides tools to create, deploy, measure, and
optimize digital content
36. Cloud Products @ Adobe
• Creative Cloud
• Marketing Cloud
• Digital Publishing Suite
• PhoneGap
• Typekit
• Acrobat.com
• Behance
• Revel
• And growing via new products & acquisitions
37. History
• Photoshop.com image processing & hosting
• Low-cost hardware in colos; high availability via
application layer
• Omniture purchase in 2009
• Operations teams outside of IT run hosted apps
38. Adobe Creative Cloud
• Trends: mobile, social cloud
• Latest versions of desktop & mobile apps and
updates
• Cloud storage, syncing, and sharing
• Cloud services for building websites, apps,
publications
• Integration with Behance
39. How We Picked AWS
• Quickly!
• February 2011 decision > October 2011 launch of
Creative Cloud
• Pockets of existing AWS experience
• Aging hardware in colos, technology gaps (e.g.,
object storage), limited footprint
• It felt like the right time to make the jump into AWS
40. Shared Cloud
• Internal service platform for
product development
• Efficiency evolution: centralized
operation > centrally operated
PaaS
• Existing product teams
contribute workers, increasing
value of platform
41. How We Started
• New code base & key new hires with
AWS experience
• Using compute & storage; limited use of other
services
• With some incorrect assumptions…
42. What We Knew About AWS
• Elastic storage and compute
• Global footprint
• Low cost
• Run by invisible,
API-providing aliens
43. What Was Much Better Than We Thought
• Higher level services keep our focus on
differentiating our own products
• Higher level services enable infrastructure as code
• Services are added and improved at a rapid pace
• Amazon’s Enterprise Support offering is superb
44. Creative / Shared Cloud Architecture
• Multi-Availability Zone & multi-region
• Reserved Instances for baseline; on-demand for
peaks
• Three regions: US East, EU (Ireland), Asia
Pacific (Tokyo)
• Most AWS services in use
• Git, Jenkins, Chef, AWS CloudFormation
automate deployment & configuration
management
45. More on AWS Services
• Rock-solid base of elastic, API-provisioned compute
and storage at low cost
• Real value to Adobe is up the stack
– Higher level services make it easier for us to engineer our products
– Higher level services make it easier for us to deploy and operate our products
• Traditional virtualization & other public clouds make the
sysadmin’s job easier
• AWS replaces the sysadmin – infrastructure becomes
part of the code
46. Lessons Learned
• Multi-AZ architecture is essential for improving
availability
• Concerns about cost runaways are exaggerated
• AWS Enterprise Support is superb
– Consistent, knowledgeable, reliable, innovative
– Knows our product and is part of our team
47. How – And Why – We Use Enterprise Support
• Guidance for new AWS users
• Review of existing product architecture
• Dealing with disruptions
– Rare and impact usually small
– Essential for customer-facing / revenue generating service
– AWS technical staff seem like Adobe employees
48. Two Examples of Support Excellence
• Creative Cloud launch
– TAMs heavily involved in supporting launch; extended members of
Adobe team
– Provided recommendations that reduced risk
• Elastic Load Balancing pre-warming & Amazon S3 bucket partitioning
• Hurricane Sandy
– TAMs equipped with rain jackets & microphones
– Kept us informed on Virginia status
– Can’t overcommunicate when impact could be so large
49. Results and Next Steps
• Using AWS has resulted in lower cost, higher
availability, and reduced time-to-market
• AWS Enterprise Support is essential
• Planned expansion of Shared Cloud platform
• Growth of products already on Shared Cloud
• Greater use of Trusted Advisor (particularly re: RIs)
50. Because We All Have Our Own “Super Bowl”
"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 up-front 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.”
Jason Titus, CTO, Shazam
51. Next Steps?
Visit the support portal
• aws.amazon.com/premiumsupport
Enquire or sign up
• aws.amazon.com/premiumsupport/enterprise
Listen!
• aws.amazon.com/podcast
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presentation
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