Basic SupportIncluded in our standard AWS offering is the

Basic support plan. This plan is suitable for

all organisations that are new to AWS

technology, as well as Independent

Developers, and for ISVs or Service Providers

looking to expand their business in the

Cloud. The following service and support

elements are included in the Basic Support

Plan:

• Subscription & Billing – Help and how-

to support about AWS licenses, billing and

payment. Handles questions about the

monthly AWS billing and the routines

related to this.

• On Boarding & Activation – This

support service covers help and guidance

during the initial on boarding and

activation of the AWS platform. For

example, you will receive guidance on

how to correctly activate AWS services,

and support on the administration of

subscriptions in AWS.

• Best Practices – Online AWS resource will

help you to reduce costs, increase

performance, and improve security by

optimising your AWS environment.

Trusted Advisor provides real time

guidance to help you provision your

resources whilst following AWS best

practices. All AWS customers have 24/7

access to customer service,

documentation, whitepapers and support

forums.

Business SupportThe Business support plan is suitable for

customers who are bringing their AWS

environments from test and development to

production, or where the environment is

becoming business critical. The plan includes

all elements from the Basic plan, and in

addition it includes the following:

• Technical Support 24/7 – You have direct

access to Amazon Cloud Support

Engineers via email, chat & phone on a

24/7/365 basis. There are no limitations on

the number of incidents per year or users

who can submit service requests.

• Architecture Support – The Business

support plan will give you contextual

guidance on how services fit together to

meet your specific use-case, workload, or

application.

• Trusted Advisor – You will receive access

to the full set of Trusted Advisor checks

and guidance to provision your resources

following best practices, to help reduce

cost, increase performance and fault

tolerance, and improve security.

• AWS Support API – Programmatic

access to AWS Support Centre features to

create, manage, and close your support

cases, and operationally manage your

Trusted Advisor check requests and

status.

• Third Party Software Support –

Guidance, configuration, and

troubleshooting of AWS interoperability

with many common operating systems,

platforms, and application stack

components.

• Technical Workshops – One technical

workshop per year is included. In addition,

other customised workshops can be

ordered.

Enterprise SupportCrayon also delivers Enterprise support for

AWS. Contact Crayon to get further

information about the content and pricing

for the Enterprise support plan.

Services Basic Support Business Support

On Boarding & Activation Support

Subscription & Billing Support

Technical Workshops N/A

24/7 Access to Customer Service, Documentation, Whitepapers and Support Forums

Best PracticesAccess to 4 core Trusted Advisor

Checks Access to full set of Trusted

Advisor Checks

Technical Support N/A24/7 Access to Cloud Support

Engineers

Technical Service Request (SR) Submission(E-mail/Chat/Phone)

N/A E/C/P

Case Severity – Response Time N/A

Urgent: < 1 hourHigh: < 4 hours

Normal: < 12 hoursLow: < 24 hours

Architecture Support N/AContextual Guidance Based on

your Use-Case

Launch Support N/AInfrastructure Event Management

(Available for additional fee)

Programmatic Case Management N/A AWS Support API

Third-Party Software Support N/AInteroperability & Configuration Guidance and Troubleshooting

Monthly Cost Included Contact Crayon

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Applies to the technical support services. Customer Services such as On boarding & activation support and License & billing

support have support channels defined per country, see www.crayon.com for support contact information.

Amazon technical support will make every reasonable effort to respond to your initial request within the corresponding

timeframes.

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Crayon takes care of the hazards and makes the complicated simple, allowing our customers to focus on their business, instead of worrying about their technology.

Make your way, the Crayon way.

http://www.crayon.com/