Amazon AWS Support Service

1. AWS Support
Presented By
Ravi Mulchandani
4/23/2015RNM
1

2. Contents
• What is AWS Support?
• How are AWS Support tiers different from Basic Support?
• AWS Support Features
• Understanding of Features
• AWS Support Pricing
• Customers using AWS Support
• Canceling AWS Support Subscription
• Summary
• References
4/23/2015RNM
2

3. What is AWS Support?
• One-on-one and fast response channel
• Technical support engineers and experienced customer service
professionals
• Four support tiers – Basic, Developer, Business and Enterprise
• Allows customers to choose support tiers that meet specific
needs
• pay-by-the-month pricing and no long-term contracts
4/23/2015RNM
3

4. How are AWS Support tiers
different from Basic Support?
• Provides access to Resource Center, Service Health Dashboard,
Product FAQs, Discussion Forums, and Support for Health
Checks
• No additional charge and free from long-term commitments
• Can subscribe to AWS Support at the Developer, Business, or
Enterprise level
• pay-by-the-month pricing and unlimited support cases
• Can contact a team of support engineers and receive a
predictable response
4/23/2015RNM
4

5. AWS Support Features
• Provides a highly personalized level of service for customers
seeking technical help
• By default access to Basic Support with no additional charge
• Basic Support includes – Resource Center, Product FAQs,
Discussion Forums, and Support for Health Checks.
4/23/2015RNM
5

6. AWS Support Features
• Developer-level support includes
• Best practice guidance
• Client side diagnostic tools
• guidance on how to use AWS products, features, and services
together
4/23/2015RNM
6

7. AWS Support Features
• Business-level support includes –
• what AWS products, features, and services to use to best support
your specific needs
• AWS Identity and Access Management – controls individuals’
access to AWS Support
• AWS Trusted Advisor - inspects customer environments and
identifies opportunities to save money, close security gaps, and
improve system reliability and performance
• An API for interacting with Support Center and Trusted Advisor
• Third-party software support
4/23/2015RNM
7

8. AWS Support Features
• Enterprise-level Support
• Application architecture guidance
• AWS Concierge
• Technical account manager
• White-glove case routing
• Management business reviews
4/23/2015RNM
8

9. AWS Support Features
4/23/2015RNM
9

10. AWS Support Features
4/23/2015RNM
10

11. Case Management
• Three types of cases you can open
1. Account and Billing Support – available to all AWS customers,
connects to customer service for help with billing and account-
related questions.
2. Service Limit Increase - available to all AWS customers,
prompts you for your proposed limit increases.
3. Technical Support – connect with technical support for help
with service related technical questions
4/23/2015RNM
11

12. Understanding of Features
• AWS Trusted Advisor
• Provides best practices in four categories: cost optimization,
security, fault tolerance, and performance improvement
• Over 40 Trusted Advisor checks to monitor and improve the
deployment
• Four Trusted Advisor best practices that are now available to all
AWS customers - Service Limits (in the Performance category)
and Security Groups - Specific Ports Unrestricted, IAM Use, and
MFA on Root Account
• Color Coding is as follows:
• Red: action recommended
• Yellow: investigation recommended
• Green: no problem detected
4/23/2015RNM
12

13. Understanding of Features
4/23/2015RNM
13
AWS Trusted Advisor

14. Understanding of Features
• Support center
• Open a case online with support via email (web support), chat, or
phone
• Send more information by adding additional correspondences to
your existing case
• Check on the status of your open cases
• Track any telephone or online correspondence between you and
developer support engineers
• View the service health dashboard for each AWS region
• Jump to other handy resources like the discussion forums and the
product FAQs
4/23/2015RNM
14

15. Understanding of Features
• Health Check
• Monitor the health and status of AWS services
• The status of these checks is displayed in the AWS management
console
• When a check does not pass, customers have the option to open
a high-priority ticket with technical support for assistance.
• Health checks are currently available for amazon EC2 instances
and amazon EBS volumes.
4/23/2015RNM
15

16. Understanding of Features
4/23/2015RNM
16
Response Times

17. Understanding of Features
• Best Practice and New Feature Guidance
• Recommendations to improve performance and efficiency
• Recommendations on how new AWS offerings may fit your use
case.
• AWS Concierge
• Senior customer service agent who is assigned to your account
when you subscribe to an enterprise
• Primary point of contact for billing or account inquiries
• When you don’t know whom to call, they will find the right
people to help
4/23/2015RNM
17

18. Understanding of Features
• AWS Support API
• Allows you to programmatically interact with your Support cases
(create, edit, close) and access/refresh Trusted Advisor best
practices
• Third-Party Software Support
• AWS Support engineers can assist with the setup, configuration,
and troubleshooting of the third-party platforms and
applications.
• Technical Account Manager (TAM)
• TAMs work with AWS Solution Architects to help you launch new
projects and give best practices recommendations throughout
the implementation life cycle.
• Primary point of contact for ongoing support needs
• A direct telephone line to your TAM.
4/23/2015RNM
18

19. Understanding of Features
• Management Business Reviews
• TAM conducts regular performance reviews, participates in
requested meetings, and collaborates on new launches to ensure
readiness.
• White-Glove Case Routing
• Cases submitted by Enterprise-level customers are routed directly
to specially trained engineers to ensure fast, accurate resolution
of critical issues
4/23/2015RNM
19

20. AWS Support Pricing
4/23/2015RNM
20

21. AWS Support Pricing
4/23/2015RNM
21

22. Customers using AWS Support
• HTC
• UCAS
• NETFLIX
• EASY TAXI
• ENVISION
• And many more
4/23/2015RNM
22

23. Canceling AWS Support
Subscription
• Sign in to your "Manage Your Account" page.
• Scroll down to "Cancel Selected Services".
• Select "AWS Support" in the drop down list.
• Click "Cancel Service".
4/23/2015RNM
23

24. References
• https://aws.amazon.com/premiumsupport/
• https://aws.amazon.com/premiumsupport/faqs/
• https://aws.amazon.com/premiumsupport/features/
• https://aws.amazon.com/premiumsupport/trustedadvisor/be
st-practices/
• https://aws.amazon.com/premiumsupport/pricing/
• https://aws.amazon.com/premiumsupport/features/
4/23/2015RNM
24

25. 4/23/2015RNM
25

26. 4/23/2015RNM
26