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AWS Support

Presented ByRavi Mulchandani

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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

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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

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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

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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.

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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

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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

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AWS Support Features

• Enterprise-level Support• Application architecture guidance• AWS Concierge• Technical account manager• White-glove case routing• Management business reviews

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AWS Support Features

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AWS Support Features

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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

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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 12

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Understanding of Features

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AWS Trusted Advisor

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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

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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.

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Understanding of Features

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Response Times

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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

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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.

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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

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AWS Support Pricing

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AWS Support Pricing

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Customers using AWS Support• HTC• UCAS• NETFLIX• EASY TAXI• ENVISION• And many more

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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".

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References• https://aws.amazon.com/premiumsupport/• https://aws.amazon.com/premiumsupport/faqs/• https://aws.amazon.com/premiumsupport/features/• https://aws.amazon.com/premiumsupport/trustedadvisor/bes

t-practices/

• https://aws.amazon.com/premiumsupport/pricing/• https://aws.amazon.com/premiumsupport/features/

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