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1. Introduction to Enterprise Support
Heitor Lessa
Technical Account Manager (TAM)
Speed is not just for Startups and Enterprise Support is not just for the
Enterprise.

2. Agenda
Overview of AWS Support
AWS Support Features
Enterprise Support

3. What AWS Support is
24x7x365 support channel
One-on-one
fast-response support
Unlimited cases
Pay-by-the-month pricing
Get started / Break-Fix
Highly technical support
engineers
Integration of new AWS features
Troubleshooting assistance
Proactive
Cost optimization
Security, performance, availability
Best practices

4. AWS Support plans
Business Enterprise
Basic Developer

5. AWS Basic support plan - Highlights
Basic
Customer Service support (24x7x365)
Technical support via AWS Forums
White Papers, Best practices

6. AWS Developer support plan - Highlights
Developer
First response time target < 12 hours
Technical support via email (Web)
Single Named Contact
Basic Support features

7. AWS Business support plan - Highlights
Business
First response time target < 1 hours
Technical support via email, chat, phone
AWS Trusted Advisor
Developer Support features
IEM at additional costs

8. AWS Enterprise support plan - Highlights
Enterprise
First response time target < 15 min
Dedicated TAM and Concierge
Architecture and Operations support
Business Support features
IEM at no additional costs

9. AWS Support – Severity and 1st response time
Critical
Urgent
High
min
hours
Normal
Low
hour
hours
day
Major outage, business at risk
Major interruption, business
impacted
time example
Major degradation, application
impaired
Minor impact, abnormal
behavior
General question

10. AWS Support Features
Trusted Advisor, IEM and API

11. AWS Trusted Advisor
Security & Cost Optimization
Fault Tolerance & Performance
Over 60 checks across several AWS services
“Trusted Advisor…is proving very valuable in shining a light on
areas which have potential big impact on cost, fault tolerance
and performance”

12. AWS Trusted Advisor – Checks
Security
IAM password policy, key
rotation & MFA
Security Groups
CloudTrail logging
Cost optimization
Underutilized EC2 and
RDS instances
Reserved instances
analysis
Idle or unused resources
Performance
Over utilized EBS
magnetic volumes
Service limits
EC2 to EBS throughput
optimization
Fault tolerance
ELB configuration and
AZ imbalance
EBS Snapshots
VPN Tunnels

13. AWS Trusted Advisor - Availability
basic checks
Business Enterprise
Basic Developer
all checks

14. We estimate an average 33 percent monthly
savings on our total AWS spend from Q4
2012 to Q1 2013. We will continue leveraging
the features and checks of the AWS Trusted
Advisor to keep optimizing our
infrastructure and costs on AWS
Amit Mora
CTO, Hungama
“

15. AWS Infrastructure Event Management
Product launches, migrations
Eagle eyes on the platform
War room
“Prior to landing, JPL engaged the AWS Support and their
Infrastructure Event Management (IEM) program to review software
architectures, available capacity and operational practices”

16. AWS Infrastructure Event Management (cont’d)
AWS Support assistance with your
critical events
Insightful and unique expertise on
Infrastructure
Tight monitoring along with customer’s
tooling

17. AWS Infrastructure Event Management (cont’d)
Enterprise-level support was really
beneficial for us on our A-level results
day and confirmation and clearing day.
We were able to have a team of AWS
specialists on site to give us a high
level of assurance that if there were any
issues, we would be able to tackle those
very quickly
“

18. AWS Support API
Programmatically create, update and list
Support Cases
Integrate Service Management solutions
Leverage Trusted Advisor as a Web Service
$ aws support create/describe/add-communication-to-case/resolve
$ aws support describe-trusted-advisor-checks

19. AWS Enterprise Support
TAM, Concierge, Features and Customers

20. AWS Enterprise Support
Direct access to TAM, Concierge,
Sr. Support engineers
Personalized support based on your profile
Upcoming changes ahead of time
“Our success is intrinsically linked to our access to AWS
Support.“

21. AWS Enterprise Support - TAM
“AWS Support is always available whenever we need it. We
particularly like learning about upcoming AWS features and
changes in advance from our technical account manager, so
we have to time prepare.”
Understands your business, speaks your language
Dedicated voice within AWS as your advocate
Oversees general health

22. AWS Enterprise Support - Concierge
“Working with the AWS Concierge Team, Adobe Systems learned
they could reduce their bill by 16% through consolidating their
AWS accounts. Adobe opted to consolidate based on these results
and was able to optimize their costs as projected
White glove routing on service limits and bulk RI
purchases
Personalized handling of billing inquiries, tax
Partner with TAM for cost optimization

23. AWS Enterprise Support – More features
Proactive guidance
Regular business reviews
Upcoming features and changes
White glove case routing and
escalation
Personalized insights
Architecture design and review
Operational support at scale
Best practices on AWS services
Cost optimization
Full range of Trusted Advisor checks
Reserved Capacity suggestions
Resource optimization review for
right sizing

25. Recap!
Find out more at aws.amazon.com/premiumsupport
Support plans designed to meet your needs and
AWS usage
Personalized experience with Enterprise Support
Many AWS Support features to explore

26. Q&A