What is AWS Support?
AWS Training & Support Overview
AWS Training & Certification Self-Paced Labs
Training
Certification
Try products, gain new skills, and get hands-on practice working with AWS technologies
Skill up and gain confidence to design, develop, deploy and manage your applications on AWS aws.amazon.com/training
Demonstrate your skills, knowledge, and expertise with the AWS platform
aws.amazon.com/training/ self-paced-labs AWS Worldwide Public Sector
aws.amazon.com/certification
AWS Certification Roadmap
AWS Certified Solutions Architect-Associate Level Exam
Available
AWS Worldwide Public Sector
AWS Certified Developer - Associate Level Exam
AWS Certified SysOps Administrators Associate Level Exam
What is AWS Support? •
A one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and very technical support engineers
•
Offers a range of plans that provide customers an unlimited number of support cases with pay-by-the-month pricing and no long-term commitments
•
In addition to providing industry standard reactive troubleshooting, we provide support for: – Help getting started on AWS – Recommendations to save money, improve security, performance, and availability – Implementing architectural best practices – Integration of new AWS features (>200 releases in 2013) – Configuration and troubleshooting for a growing list of 3rd party software
AWS Worldwide Public Sector
More than Just Break-Fix •
Helped a Customer migrate to AWS – Educated customer on breadth of service options – Assisted customer with a database recovery via phpmyadmin
•
Assisted a Customer stuck between dev teams – Helped a customer deploy a new website developed by a contractor that had limited systems administration experience – Guided customer through the install and configuration of application stack
•
Enabled a Customer deploying a large content management system for media – Primarily concerned with storage so covered options vs. previous NAS storage – Discussed architecture and explained ELBs, AutoScaling, and VPC
AWS Worldwide Public Sector
AWS Support is a Global Organization
AWS Worldwide Public Sector
AWS Support Plans •
Basic Support - Free Contact Customer Service for account and billing questions and receive technical support for resources that don’t pass system health checks.
•
Developer-level Support – Starting at $49/month Get started on AWS – ask technical questions and get a response to your web case within 12 hours during local business hours.
•
Business-level Support – Starting at $100/month 24/7/365 real-time assistance by phone and chat, a 1 hour response to web cases, and help with 3 rd party software. Access Trusted Advisor to increase performance, fault tolerance, security, and potentially save money.
•
Enterprise-level Support – Starting at $15,000/month 15 minute response to web cases, an assigned technical account manager (TAM) who is an expert in your use case, and white-glove case handling that notifies your TAM and the service engineering team of a critical issue.
AWS Worldwide Public Sector
AWS Support Pricing
AWS Worldwide Public Sector
AWS Trusted Advisor
• Since the beginning of the year, customers have viewed over 700K Trusted Advisor recommendations, and have reduced their AWS spend by over $140M • 31 Checks in four categories (Cost Optimizing, Security, Fault Tolerance, and Performance) • Recommendations are accessible via the Support API AWS Worldwide Public Sector
AWS Trusted Advisor Results "Trusted Advisor has assisted us in bringing down our monthly bill by over 20% in just two months. This tool from AWS Support has helped us to save not only on costs but also optimize performance, improve availability and security of our AWS infrastructure.”
We have recently started leveraging the Trusted Advisor APIs to pull information and generate 100s reports to push out to our teams/accounts on a weekly basis. It is proving very valuable in shining a light on areas which have potential big impact on cost, fault tolerance and performance”
Chidananda AJ, Infrastructure Manager, InMobi
Jim Hurley Director, Cloud Platform, Nokia
AWS Worldwide Public Sector
AWS Trusted Advisor Use Case
• • •
Twist integrated Trusted Advisor’s recommendations into their application via the AWS Support API Customers are alerted when any threshold or material change occurs Only changes are highlighted, ensuring that you only see the Trusted Advisor recommendations that require attention
AWS Worldwide Public Sector
Enterprise-level Account Team Dedicated enterprise engineer for technical inquiries and escalations
TAM 24x7x365 Support Engineer Team
Account Manager Helps ensure customers are receiving the best value from AWS services
AWS Worldwide Public Sector
Enterprise Support
Solutions Architect
Support Team
Works with the TAM to provide architectural help with projects and design needs
Thank you!
AWS Training & Certification Self-Paced Labs
Training
Certification
Try products, gain new skills, and get hands-on practice working with AWS technologies
Skill up and gain confidence to design, develop, deploy and manage your applications on AWS aws.amazon.com/training
Demonstrate your skills, knowledge, and expertise with the AWS platform
aws.amazon.com/training/ self-paced-labs AWS Worldwide Public Sector
aws.amazon.com/certification
AWS Certification Roadmap
AWS Certified Solutions Architect-Associate Level Exam
Available
AWS Worldwide Public Sector
AWS Certified Developer - Associate Level Exam
AWS Certified SysOps Administrators Associate Level Exam
What is AWS Support? •
A one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and very technical support engineers
•
Offers a range of plans that provide customers an unlimited number of support cases with pay-by-the-month pricing and no long-term commitments
•
In addition to providing industry standard reactive troubleshooting, we provide support for: – Help getting started on AWS – Recommendations to save money, improve security, performance, and availability – Implementing architectural best practices – Integration of new AWS features (>200 releases in 2013) – Configuration and troubleshooting for a growing list of 3rd party software
AWS Worldwide Public Sector
More than Just Break-Fix •
Helped a Customer migrate to AWS – Educated customer on breadth of service options – Assisted customer with a database recovery via phpmyadmin
•
Assisted a Customer stuck between dev teams – Helped a customer deploy a new website developed by a contractor that had limited systems administration experience – Guided customer through the install and configuration of application stack
•
Enabled a Customer deploying a large content management system for media – Primarily concerned with storage so covered options vs. previous NAS storage – Discussed architecture and explained ELBs, AutoScaling, and VPC
AWS Worldwide Public Sector
AWS Support is a Global Organization
AWS Worldwide Public Sector
AWS Support Plans •
Basic Support - Free Contact Customer Service for account and billing questions and receive technical support for resources that don’t pass system health checks.
•
Developer-level Support – Starting at $49/month Get started on AWS – ask technical questions and get a response to your web case within 12 hours during local business hours.
•
Business-level Support – Starting at $100/month 24/7/365 real-time assistance by phone and chat, a 1 hour response to web cases, and help with 3 rd party software. Access Trusted Advisor to increase performance, fault tolerance, security, and potentially save money.
•
Enterprise-level Support – Starting at $15,000/month 15 minute response to web cases, an assigned technical account manager (TAM) who is an expert in your use case, and white-glove case handling that notifies your TAM and the service engineering team of a critical issue.
AWS Worldwide Public Sector
AWS Support Pricing
AWS Worldwide Public Sector
AWS Trusted Advisor
• Since the beginning of the year, customers have viewed over 700K Trusted Advisor recommendations, and have reduced their AWS spend by over $140M • 31 Checks in four categories (Cost Optimizing, Security, Fault Tolerance, and Performance) • Recommendations are accessible via the Support API AWS Worldwide Public Sector
AWS Trusted Advisor Results "Trusted Advisor has assisted us in bringing down our monthly bill by over 20% in just two months. This tool from AWS Support has helped us to save not only on costs but also optimize performance, improve availability and security of our AWS infrastructure.”
We have recently started leveraging the Trusted Advisor APIs to pull information and generate 100s reports to push out to our teams/accounts on a weekly basis. It is proving very valuable in shining a light on areas which have potential big impact on cost, fault tolerance and performance”
Chidananda AJ, Infrastructure Manager, InMobi
Jim Hurley Director, Cloud Platform, Nokia
AWS Worldwide Public Sector
AWS Trusted Advisor Use Case
• • •
Twist integrated Trusted Advisor’s recommendations into their application via the AWS Support API Customers are alerted when any threshold or material change occurs Only changes are highlighted, ensuring that you only see the Trusted Advisor recommendations that require attention
AWS Worldwide Public Sector
Enterprise-level Account Team Dedicated enterprise engineer for technical inquiries and escalations
TAM 24x7x365 Support Engineer Team
Account Manager Helps ensure customers are receiving the best value from AWS services
AWS Worldwide Public Sector
Enterprise Support
Solutions Architect
Support Team
Works with the TAM to provide architectural help with projects and design needs
Thank you!
