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The Amazon Web Services support

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In this recorded presentation we introduce AWS Support, and explain why it is important for a customer to take advantage of the service. We examine each of the four different support plans available, ...

In this recorded presentation we introduce AWS Support, and explain why it is important for a customer to take advantage of the service. We examine each of the four different support plans available, what they mean for your business, and present some examples to make it easy to understand. For more information, please visit http://aws.amazon.com/premiumsupport/

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    The Amazon Web Services support The Amazon Web Services support Presentation Transcript

    • The Amazon Web Services Support http://bit.ly/aws-support Simone Brunozzi ( @simon) Senior Technology Evangelist, Amazon Web Services
    • What is this about? 2
    • What is this about? CloudComputing! 2
    • What is this about? CloudComputing! Do you use Amazon Web Services? 2
    • What is this about? CloudComputing! Do you use Amazon Web Good! It’s Services? time you learn about AWS Support! 2
    • What is this about? CloudComputing! Do you use Amazon Web Good! It’s Services? time you learn about AWS Support! Let me give you an example. 2
    • An exampleAn Amazon Web Services customer, via email :Hello,Im trying to confirm both my apache service and my nagiosservice are scheduled to start on reboot. I chkconfig and Isee my nagios service, but I dont see httpd. Im new toFedora 16, so any advice would help.Thanks. John F.John F. needs help 3
    • The AWS Support comes to help (1)Hello,Thank you for contacting the AWS Support.We see you have one EC2 instance with ID i-356xxxxx basedon a Fedora 17 AMI. This AMI does not come with Apache.Also, Fedora 17 now uses the systemd service to managerunning services, instead of chkconfig.You will need to install & configure apache, then enable it torun as a service through the systemd management service. 4
    • The AWS Support comes to help (2)To install apache, run the command sudo yum install httpdOnce apache is installed, start the service with systemctlstart httpd.service.To check the status of the apache daemon us systemctlstatus httpd.service.To start apache at boot run the command systemctl enablehttpd.service. 5
    • The AWS Support comes to help (3)More info about Fedoras systemd service management canbe found here:http://fedoraproject.org/wiki/Systemdhttp://bit.ly/12eF7BaIf you have further issues with your EC2 instance, please letus know.Best regards,Troy E.Amazon Web Services 6
    • Did AWS Support solve the problem?Yes!• Found the problem• Provided the solution• “Teach a man how to fish” method• Nice and friendly approach 7
    • What is the AWS Support?One-on-one, fast response support channel Always available Experienced support engineers Four Different plans y x 8
    • The AWS Support team in action 9
    • Do you need AWS Support? 10
    • Do you need AWS Support?Yes, it makes a lot of sense.• Do you want to hire people instead?• Would they know AWS well?• Having your own Support would cost more.• Extra value, e.g. Trusted Advisor. 11
    • How do I interact with AWS? Sales AWS Reps Support System Solutions Integrators Architects & ISVs Professional Services 12
    • How do I interact with AWS? Sales AWS + Reps + Support System Solutions AWS customer or + Integrators + Architects prospect & ISVs Professional + + Services 12
    • How do I interact with AWS? Sales AWS + Reps + Support Primary business point of contact, System Solutions + account relationship Integrators + Architects and orchestration with & ISVs other AWS teams. Professional + + Services 13
    • How do I interact with AWS? Sales AWS + Reps + Support Technical strategy and design. System Solutions They understand the use + Integrators + Architects cases, architectures, and & ISVs decision making within the account. Professional + + Services 14
    • How do I interact with AWS? Sales AWS + Reps + Support Engaged on a project basis; implementation System Solutions + assistance on AWS Integrators + Architects (portfolio assessment, & ISVs project assistance, skills transfer, etc.) Professional + + Services 15
    • How do I interact with AWS? Sales AWS + Reps + Support The account team will System Solutions bring in System + Integrators + Architects Integrators and/or ISVs as & ISVs the customer requires. Professional + + Services 16
    • How do I interact with AWS? Sales AWS + Reps + Support Responsive and proactive, it provides world-class technical System Solutions + support. Integrators + Architects When contracted: & ISVs Technical Account Manager (TAM) Professional + + Services 17
    • When can I use AWS Support? 18
    • When can I use AWS Support? Not just break-fix! 18
    • When can I use AWS Support?
    • When can I use AWS Support? Not just Winston Wolf !
    • AWS Support: a Swiss knife
    • When can I use AWS Support? AWS + + Support + + + + 21
    • When can I use AWS Support? AWS + + Support Reactive troubleshooting Help to get started with AWS Recommendations + +on security, costs, and availability Discuss architecture and best practices Configuration help Integrate the 150+ for a growing list of annual AWS feature + + 3rd party software releases 21
    • Regions (8) GovCloud Regions (1)The global AWS Infrastructure http://aws.amazon.com/about-aws/globalinfrastructure 22 (as of Jan 10th, 2013)
    • Availability Zones (23)The global AWS Infrastructure http://aws.amazon.com/about-aws/globalinfrastructure 23 (as of Jan 10th, 2013)
    • Sea>le South  Bend New  York  (3) London  (2) Amsterdam  (2) Newark Dublin Stockholm Palo  Alto Tokyo  (2)San  Jose Paris  (2) Frankfurt  (2) Ashburn  (2) Milan Los  Angeles  (2) Jacksonville Madrid Osaka Dallas  (2) Hong  Kong  (2) St.Louis Miami Singapore  (2) Sydney Sao  Paulo Edge Locations (39) The global AWS Infrastructure http://aws.amazon.com/about-aws/globalinfrastructure 24 (as of Jan 10th, 2013)
    • Customer Service & Technical Support Remote TAMs (Technical Account Manager)AWS Support 25 (as of Jan 10th, 2013)
    • Innovation in AWS Support (year 2012)• 24/7/365 Customer Service with phone access• Expanded scope with Third party software support• Trusted Advisor• Chat support• WebEx case handling• Skill based routing (improved issue depth)• World class support talent• Worldwide presence (Support centers and remote TAMs) 26
    • Excellence in AWS Support AWS Support EDR AWS CS EDR 2 11 1 2 12 1 1 12 12 1 2 -1 2 12 2 -1 -1 1 -1 -1 -1 1 - -1 p- b- ar g- n- p- n- ov g ec ay ct r lAu Se Ap Au Fe Ju M Ja Se Ju O D N M Note: quality is measured by defects, so the lower, the better 27
    • AWS Support plans Basic Developer Business EnterpriseFree 49 $ / month (Min: 100 $) (Min: 15,000 $) % of your AWS % of your AWS monthly bill: monthly bill: 10%: 0-10k 10%: 0-150k 7%: 10k-80k 7%: 150k-500k 5%: 80k-250k 5%: 500k-1M 3%: 250k+ 3%: 1M+ 28
    • AWS Support plans Basic Developer Business EnterpriseFree 49 $ / month (Min: 100 $) (Min: 15,000 $) % of your AWS % of your AWS monthly bill: monthly bill: 10%: 0-10k 10%: 0-150k For $85,000 in monthly usage fees, 7%: 10k-80k 7%: 150k-500k Business support would be: 5%: 80k-250k 5%: 500k-1M $10,000 x 10% = $1,000 + 3%: 250k+ 3%: 1M+ $70,000 x 7% = $4,900 + $5,000 x 5% = $250 TOTAL = $6,150 29
    • AWS Support plans Basic Developer Business EnterpriseFree 49 $ / month (Min: 100 $) (Min: 15,000 $) % of your AWS % of your AWS monthly bill: monthly bill: 10%: 0-10k 10%: 0-150k 7%: 10k-80k 7%: 150k-500k 5%: 80k-250k 5%: 500k-1M 3%: 250k+ 3%: 1M+ 30
    • AWS Support plans Basic Developer Business EnterpriseFree 49 $ / month (Min: 100 $) (Min: 15,000 $) % of your AWS % of your AWS monthly bill: monthly bill: 10%: 0-10k 10%: 0-150k 7%: 10k-80k 7%: 150k-500k For $1.2M in monthly usage fees, 5%: 80k-250k Enterprise support would be: 5%: 500k-1M 3%: 250k+ $150,000 x 10% = $15,000 + 3%: 1M+ $350,000 x 7% = $24,500 + $500,000 x 5% = $25,000 + $ 200,000 x 3% = $6,000 TOTAL = $70,500 30
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365Support forumsDocumentation, guidesAccess to Technical supportNamed contactsResponse timeArchitecture supportBest practice guidanceClient side diagnostic tools 31
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YES YES YES YESDocumentation, guides YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAMNamed contacts - 1 5 UnlimitedResponse time - 12 hours 1 hour 15 minutesArchitecture support - Building blocks Guidance App ArchitectureBest practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 32
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YES YES YES YESDocumentation, guides YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAMNamed contacts - 1 5 UnlimitedResponse time - 12 hours 1 hour 15 minutesArchitecture support - Building blocks Guidance App ArchitectureBest practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 33
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YES YES YES YESDocumentation, guides YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAM Add names to your companys account soNamed contacts - 1 5 Unlimited that more people can contact us... instead ofResponse time - asking their questions through 15 minutes 12 hours 1 hour you.Architecture support - Building blocks Guidance App ArchitectureBest practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 33
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YES YES YES YESDocumentation, guides YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAMNamed contacts - 1 5 UnlimitedResponse time - 12 hours 1 hour 15 minutesArchitecture support - Building blocks Guidance App ArchitectureBest practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 34
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YES YES YES YESDocumentation, guides YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAMNamed contacts - 1 5 UnlimitedResponse time - 12 hours 1 hour 15 minutesArchitecture support - Building blocks Guidance App ArchitectureBest practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 35
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YESBuilding Blocks: guidance on using all AWS YES YES YESDocumentation, guides services: best practices, architectural advice. YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAM Use Case Guidance: how to best support your specificNamed contacts - 1 5 Unlimited use cases (optimizing, configuring, etc.)Response time - 12 hours 1 hour 15 minutesArchitecture support Application Building blocks Consultative partnership - Architecture: Guidance App ArchitectureBest practice guidance -supporting specific use cases and applications YES YES YES (Design reviews, architectural guidance, etc.).Client side diagnostic tools - YES YES YES 35
    • What do you get? (1) Basic Developer Business EnterpriseCustomer Service 24/7/365 YES YES YES YESSupport forums YES YES YES YESDocumentation, guides YES YES YES YESAccess to Technical support health checks E P/C/E/W P/C/E/W/TAMNamed contacts - 1 5 UnlimitedResponse time - 12 hours 1 hour 15 minutesArchitecture support - Building blocks Guidance App Architecture*Best practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 36
    • What do you get? (1) Basic Developer Business Enterprise Enterprise-level support includes a dedicatedCustomer Service 24/7/365 YES YES YES Technical Account YESSupport forums YES YES Manager (TAM), and YES YESDocumentation, guides YES YES access to an AWS YES YES Solutions P/C/E/W Architect.Access to Technical support health checks E P/C/E/W/TAMNamed contacts - 1 5 UnlimitedResponse time - 12 hours 1 hour 15 minutesArchitecture support - Building blocks Guidance App Architecture*Best practice guidance - YES YES YESClient side diagnostic tools - YES YES YES 36
    • Architecture support (Business/Enterprise)
    • Architecture support (Business/Enterprise)
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 38
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 39
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers Amazon Linux, Ubuntu, Red Hat Enterprise YES YESThird party Software Support (beta) Linux, SUSE Linux, andYESMicrosoft Windows YESAWS Trusted Advisor (beta) 2003 & 2008 R2. YES YES Application stack components including ApacheInfrastructure Event Management contact us YES and IIS web servers.Direct Access to TAM (Technical Account The Amazon SDKs, Sendmail, Postfix,YES Manager) - FTP,White-Glove Case Routing databases (MySQL, SQL Server), disk - YESManagement Business Reviews management tools (LVM, RAID), and YES - VPN Solutions (OpenVPN, RRAS) 39
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 40
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) The AWS Trusted Advisor program monitors YES YES AWS infrastructure services, identifiesAWS Trusted Advisor (beta) YES YES customer configurations, compares them toInfrastructure Event Management contact us YES known best practices, and then notifiesDirect Access to TAM (Technical Account Manager)where opportunities may exist to customers - YESWhite-Glove Case Routing save money, improve system performance, or - YES close security gaps.Management Business Reviews - YES 40
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 41
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YES Short term engagement available forDirect routing to Senior Support Engineers YES YES Enterprise-level Support, or for purchase forThird party Software Support (beta) YES YES Business-level.AWS Trusted Advisor (beta) We partner with your technical resources to YES YESInfrastructure Event Management gain a deep understanding and provide contact us YES architectural and scaling guidance for an event.Direct Access to TAM (Technical Account Manager) - YES Common use case examples include advertisingWhite-Glove Case Routing - YES launches, new product launches, large eventsManagement Business Reviews (Superbowl, Olympics), -and infrastructure YES migrations to AWS. 41
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 42
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YES Cases submitted by Enterprise-AWS Trusted Advisor (beta) level YES customers willYES beInfrastructure Event Management recognized and routed directly contact us YESDirect Access to TAM (Technical Account Manager) to specially trained engineers to - YES ensure fast, accurate resolutionWhite-Glove Case Routing - YES to critical issues.Management Business Reviews - YES 42
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 43
    • What do you get? (2) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YES Get help with infrastructureThird party Software Support (beta) YES YES planning.AWS Trusted Advisor (beta) Your YES Technical Account YESInfrastructure Event Management Manager conducts performance contact us YES reviews, reports metrics,Direct Access to TAM (Technical Account Manager) - YES collaborates on launches, andWhite-Glove Case Routing - YES connects you with solutionsManagement Business Reviews -architects. YES 43
    • What do you get? (2) (recap) Business EnterpriseIdentity Access Management (IAM) YES YESDirect routing to Senior Support Engineers YES YESThird party Software Support (beta) YES YESAWS Trusted Advisor (beta) YES YESInfrastructure Event Management contact us YESDirect Access to TAM (Technical Account Manager) - YESWhite-Glove Case Routing - YESManagement Business Reviews - YES 44
    • So far... 45
    • Customer feedback 46
    • Customer feedback “Opened two premium “Very impressed by the support tickets on AWSquality of @awsclouds support/ today. The response was thehelpdesk. Thats how it should be best support Ive ever gotten. everywhere. #aws #cloud Worth every penny!” #support #impressive” “Amazon AWS has incredible customer service. “Have I mentioned, ‘Were reaching out because lately, how much #aws of your tweet about AWS Premium Support just availability’” plain rocks? @awscloud” “I just wanna say. AWS “Just did my first ‘live chat’ support rocks! A lot can be said support with AWS Premium about a company that cares support. Got a real person in enough to ensure post-sales is as seconds, and my EIP limit good as its sales.” increased. #aws #support” 46
    • Customer <-> AWS Support ? Customer ? AWS Support 47
    • 1) Support Forumshttps://forums.aws.amazon.com/index.jspa 48
    • 2) Service Health Dashboard http://status.aws.amazon.com/ 49
    • 3) Support for Health Checks https://aws.amazon.com/support/shc 50
    • 4) P/C/E (Phone/Chat/Email) 51
    • 5) TAM (Technical Account Manager) 52
    • 6) AWS Trusted Advisor 53
    • AWS Support plansBasic Developer Business Enterprise 54
    • Business Why? 55
    • Why Business Level Support?• Operational Support for AWS applications• 24/7/365 phone and chat, 1 hour response for urgent webcases• 3rd party Software Support• Access to AWS Trusted Advisor• Routing to senior engineers• Architecture support for Use Cases• Guidance, configuration and optimization help. 56
    • 57
    • Trusted Advisor in action 58
    • 59
    • Trusted Advisor: a success(as of Dec 10th, 2012)• 885 unique customers have made changes due to AWSTrusted Advisor recommendations (since October 2012)Just in the month of November 2012:• Over 11,000+ warnings fixed• $28M in total saving opportunities• Customers have made changes leading to $2.4M in savings 60
    • Infrastructure Event Management• Designed for short-term, tactical engagements• Assigns a TAM or Support Engineer to help a customerprepare for a known event that will scale beyond normallimits (public campaign/event, usage spikes, viral, etc.)• Discovery, planning and execution, review.IEM is included with Enterprise-level; or $10,000/month(not pro-rated) for customers on Business-level support 61
    • Enterprise Why? 62
    • Why Enterprise level supportIn addition to Business level support:• 15-minute response time for mission-critical issues• Application architecture guidance• Dedicated Technical Account Manager (TAM), intimatelyfamiliar with the customer’s specific AWS architecture.• Periodic business reviews for infrastructure planning,report metrics, collaborate on launches, and connectcustomers to AWS Solutions Architects as needed 63
    • Enterprise account team Technical + Account + ManagerSolutions Single point of contact +Architect for all technical issues + and escalations Account + + Manager 64
    • Enterprise account team Technical + Account + Manager Works with the TAMSolutions to provide architectural +Architect + help with projects and design needs Account + + Manager 65
    • Enterprise account team Technical + Account + Manager Helps ensure you areSolutions + receiving the best value +Architect from your AWS services Account + + Manager 66
    • Technical Account Manager (TAM)• Works with Solution Architects• Gives best practices recommendations• Intimately familiar with the customer’s AWS architecture• Provides access to expertise for any AWS service• Direct communications channel for ongoing support needs• Periodic business reviews for infrastructure planning,report metrics, collaborate on launches. 67
    • Enterprise support - Key activities• Review of system designs, architecture, optimization• Coordination of AWS resources• Help increase availability, reduce costs, improve security• AWS roadmap sharing, new product introduction reviews• Advocate for customer’s development interests• Event Management: coordinate AWS teams and Support• Consultation on resource planning and operational plans• Cost planning review• Review support cases & general technical queries• Participate in customer’s meetings as an AWS expert 68
    • #!*?%Common Misconceptions 69
    • 1) I just need it for Dev/TestEngaging support during development will help reduceissues in the future.Having AWS Support involved early and often for serviceand architecture questions will ensure that you avoid issuesthat can plague your service once in production.During Dev/Test, many customers have security gaps andwasted resources; AWS Trusted Advisor helps fixing them. 70
    • 2) I could just hire people for that cost• It takes ~7 employees to provide 24/7/365 coverage• No one will be an expert in every AWS service• Operational issues can happen at any time and can costfar more than a monthly support fee.• Trusted Advisor provides proactive notifications.• Our support engineers can escalate issues to service teamsthat require their intervention 71
    • 3) Why am I penalized for RI Purchase?With RIs (Reserved Instances) you pay up front for savingsvs. on demand instances.Since support fees are calculated based on usage, youreceive the same cost savings for support, but just like the RIyou will see a charge for the entire amount during themonth of purchase. 72
    • 4) I’ll use it only when I have questionsAWS Support is month-to-month and it’s possible that youuse it only when you need it.However, we encourage a proactive relationship with us.During the first month we charge for a full month’s serviceeven if subscribed for a single day, to discourage customersthat frequently bounce on an off a support plan.If a customer frequently exhibits this behavior, we willeventually refuse to support them. 73
    • 5) Why should I pay extra for support?Sometimes support is bundled with managed hosting, butit’s $100/month extra or more for cloud services andprovides basic phone/chat/web case support with noresponse time SLA.Dedicated Support for your managed hosting (not availablefor cloud) provides a higher level of support but can costupwards of $750/month for an entry-level server. 74
    • :-)Final words 75
    • http://aws.amazon.com/premiumsupport http://bit.ly/aws-support Thank you for your attention, and thanks to the AWS Support team for being amazing! Simone Brunozzi ( @simon) Senior Technology Evangelist, Amazon Web Services