Adam Alexander, AWS support site leader, AWS

Supporting & optimising your

AWS experience

Different levels

of support to

match the

support needs of

our customers

Support Product

Feature Matrix

Built on top of Legacy of Customer Obsession

AWS Support is a Global Organization

Current Sites

2013 Expansion

Remote TAM

Our team consists of professional, highly skilled engineers with locations in North

America, Europe, Australia, Asia and Africa.

AWS Support is much more than traditional, reactive troubleshooting.

In addition to 24/7/365 reactive break-fix with highly skilled

engineers, support subscriptions includes an unlimited number of

cases to:

1. Help you get started with AWS

2. Get recommendations to be more secure, lower cost, and more

available

3. Discuss your architecture and best practices

4. Ask questions on how to successfully integrate the 200+ annual

AWS feature releases

5. Configuration help for a growing list of 3rd Party Software

More Than Just Break-fix

Customer Use Case:

• Would like to leverage EMR to analyse log files, coming at the problem with no background on the

technology

Leveraged a Support Case to go over their use case and interact with an EMR expert on the Dublin

Support Team

Thorough support, ended up causing us to no longer need a 1 day EMR 101 Bootcamp

In their own words, from start to finish:

• “I've just picked up the EMR task this morning and have zero experience with it.” • – Jan 23, 2013 12:08 AM

• “… your example goes that much further and is going to be very useful thank you …

you've been very helpful so far!” • – Feb 13, 2013 8:30 AM

• “… this is great progress. You're a bit of a Legend Dag thanks :)” • – Feb 19, 2013 2:57 AM

Proactive support in action

Infrastructure Event Management

• Designed for short-term, tactical engagements

• Assigns a TAM or high-level Support Engineer to help a customer

prepare for a known event that will scale or challenge their

infrastructure beyond normal limits, i.e. a public campaign/event,

seasonal usage spikes, viral/DDoS, etc.

• Engagements will start with discovery, proceed with planning and

execution, and end with a review

• IEM is included with Enterprise-level, but can be purchased for

one-time events along with Business support

Customer Stories Harper Reed, CTO at Obama for America To make sure that we were successful, we relied extensively on the support options that Amazon Web Services offered. We worked closely with AWS Support to troubleshoot and solve the varied issues that arose. One of the keys to our success was having a Technical Account Manager who knew our infrastructure and advocated for our needs to all the internal AWS groups. Our TAM was monitoring our AWS resources during high volume events like the debates and Election night and proactively mitigating potential issues before they impacted our users. Our experience was well beyond the traditional break-fix reactive support mode, instead we truly felt we had a partner with our TAM and the entire AWS support team. They were as much committed to our success as we were.

Jason Titus, CTO, Shazam A large contributor to the success of Shazam’s Super Bowl event was the work done beforehand with the help of AWS Enterprise Support. Working hand in hand with a dedicated Technical Account Manager, the support team provided real-time assistance, ensuring our application would scale to meet the anticipated demand of the event. In addition to the upfront support, the AWS Enterprise Support team also provided around the clock monitoring and assistance from the US and Europe during the event, and had AWS engineering resources on standby should their assistance be required.

Customer Stories

NASA JPL Prior to the landing, JPL engaged the AWS Support and their Infrastructure and Event Management (IEM) program to review software architectures, available capacity and operational practices and work closely with the Solution Architects. As the Curiosity rover was landing on Mars and provided live images from the surface of the Red Planet, the world participated via solutions developed by NASA/JPL and hosted on AWS. AWS and JPL teams worked side-by-side to quickly identify and resolve any issues that arose. The assistance provided by an on-site AWS Support Technical Account Manager and Solution Architects who were familiar with JPL's environment allowed AWS to rapidly engage additional resources as needed. Both JPL and AWS teams continuously monitored Curiosity's operational and outreach systems.

AWS Trusted Advisor

What is Trusted Advisor?

• An online service offered by AWS Support that provides best practice recommendations that will improve the performance, security, and fault tolerance of your application and save you money.

How does it work?

• 27 individual checks within four categories that test your AWS application against specific operational criteria. Depending on how you score we’ll recommend action , suggest follow-up with a warning , or tell you that everything is good .

Why did we create Trusted Advisor?

• Customers don’t want to repeat the same mistakes made by others – Trusted Advisor allows us to pass along learning's of other customers and best practices for each service.

• Provide proactive recommendations to customers to detect and avoid issues before they happen.

How will Trusted Advisor help me?

• During the month of March, customers followed 53% of savings recommendations, 42% of performance enhancements, 31% of fault tolerance best practices, and implemented 20% of recommended security changes. Overall, 329K recommendations were viewed, and customers took action that resulted in $22M in annualized savings.

The Four Categories

Cost Savings • The goal of this category is to save customers money by identifying AWS resources that are

underutilized, idle, allocated but unused, and by recommending opportunities to save by committing to resources over a period of time (1 year, 3 years).

Security • Less than optimal security practices put your AWS application at risk. The checks in this category

focus on security best practices and highlight areas where you may be exposed or not taking advantage of security features designed to make your account more secure.

Fault Tolerance • With the cloud comes great flexibility and scale but not all customers use theses capabilities to their

advantage. Fault tolerance checks are designed to recommend actions that will make your application more resilient by avoiding common mistakes made when transitioning to the cloud.

Performance • Our newest category, this section focuses on ensuring that you get the performance that you pay for

by indicating over-utilized instances and sub-optimal configurations.

Demo - Accessing your Report We encourage you to follow along with the live demo and view your own report in real time

Trusted Advisor can be accessed through the Support Center, which can be reached via the console by clicking on “Help -> Support” in the upper right menu or navigating directly to http://aws.amazon.com/support/

There is a “Trusted Advisor” widget at the bottom left of the page. Click on “Managed all Trusted Advisor checks” to see the dashboard or the link within each category to jump straight to the relevant section.

Alternatively, you can type in and bookmark http://aws.amazon.com/support/trustedadvisor/

Customer Feedback

Amit Vora, CTO, Hungama AWS Trusted Advisor helped Hungama save over 12% on our monthly bill with AWS. We will continue leveraging features and checks such as "Underutilized Instances" and "Reserved Instance Recommendations" to keep optimizing our infrastructure and costs on AWS.

Cyrus Durgin, Director of Engineering & Infrastructure, Meteor Entertainment Trusted Advisor is awesome! Just poked around at the Trusted Advisor dashboard and I'm really impressed. Another terrific customer-facing service to help us understand where our costs are and get a holistic overview of where we can improve cost, security and performance. Very cool!

Enterprise Account Team

Enterprise Support

TAM

Support Team

Solutions Architect

Account Manager

Dedicated enterprise engineer for technical

inquiries and escalations

Works with the TAM to provide architectural help with projects and design needs

Helps ensure customers are receiving the best value from

AWS services

365x24x7 Team of Engineers Available

Common Customer TAM Requests

Orchestrate resources within AWS to help Enterprise customers in the best possible way

Resource optimization review – prepare recommendations to help increase availability, reduce costs, and improve security

New product introduction review – highlight where new products benefit the customer’s use case and architecture

Keep the customer aware of AWS roadmap and advocate for their development interests with the right AWS teams

Event Management – coordinate AWS service teams and AWS Support for important launches

Consultation on resource planning and operational plans for instance management

Regular meetings to review support cases & general technical queries

Participate in meetings as an AWS expert

Support Center & Trusted Advisor APIs

Customers can use their existing ticketing systems to manage their

support cases, receive case updates, and access AWS TA results.

Announcing General Availability of Support Center and Trusted

Advisor APIs starting today!

Questions?

Customer Feedback – Twitter

“Have I mentioned, lately, how much #aws Premium Support just plain rocks?

@awscloud”

“Just did my first ‘live chat’ support with AWS Premium support. Got a real person in

seconds, and my EIP limit increased. #aws #support”

“Amazon AWS has incredible customer service. ‘We're reaching out because of your tweet about AWS

availability’”

“Opened two premium support tickets on AWS today. The

response was the best support I've ever gotten. Worth every

penny!”

“I just wanna say. AWS support rocks! A lot can be said about a company that

cares enough to ensure post-sales is as good as its

sales.”

“Very impressed by the quality of @awscloud's

support/helpdesk. That's how it should be everywhere. #aws #cloud #support #impressive”

“Impressed with #aws tech support. Responsive, knowledgeable and helpful.”

Please give us your feedback

Thank you!