AWS Support offers different support plans to match customers' needs, including 24/7 phone and chat support with 1-hour response times for web cases. They provide operational support for AWS applications as well as support for third-party software. The higher-tier plans include access to AWS Trusted Advisor and routing to senior engineers. Enterprise support adds a 15-minute response time for critical issues, application architecture guidance, and a dedicated Technical Account Manager.

1. AWS Support
Joe Spiezio | jspiezio@amazon.com
AWS Support
Services Overview

2. AWS Support
AWS Support is a one-on-one, fast-response support channel that is staffed
24x7x365 with experienced and very technical, support engineers.
We offer a Range of AWS Support plans that provide customers an unlimited
number of support cases with pay-by-the-month pricing and no long-term
commitments.
We Empower Customers to Make the Right Support Decision and Then Must
Earn our Money every Month!
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3. New!
Support Product
Feature Matrix New!
Different levels of
support to match
the needs of the
customer
New!
New!
New!
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4. Support Product
Pricing Matrix
Developer pricing
is fixed, but
Business and
Enterprise have a
minimum fee and
usage charges
that decrease at
higher levels.
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5. Business-level Support
Operational Support for AWS applications
• 24/7/365 phone and chat, 1 hour response for web cases
3rd party Software Support
Access to AWS Trusted Advisor
Routing to senior engineers
Architecture support for Use Cases
• Guidance on what AWS products, features, and services to use to best
support your specific use cases. Includes guidance on optimizing AWS
products and configuration to meet your specific needs.
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6. Third Party Software Support
AWS Support works directly with customers on questions related to
the Amazon Elastic Compute Cloud (EC2) and common applications
Support Amazon Linux, Ubuntu, Red Hat Enterprise Linux, SUSE
Linux, and Microsoft Windows 2003 & 2008 R2
Apache and IIS web servers, the Amazon SDKs, Sendmail, Postfix,
FTP, databases (MySQL, SQL Server), disk management tools
(LVM, RAID), and VPN Solutions (OpenVPN, RRAS).
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7. AWS Trusted Advisor
AWS Trusted Advisor draws upon best practices
learned from AWS’ aggregated operational history
of serving hundreds of thousands of AWS
customers. The AWS Trusted Advisor inspects your
AWS environment and makes recommendations
when opportunities exist to save money, improve
system performance, or close security gaps.
AWS Trusted Advisor is available to customers
who have subscribed to Business or Enterprise-
level Support. For more information on support
plans, please see our web site.
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8. AWS Trusted Advisor – Example Check
The EC2 Reserved
Instance Optimization
check compares
hourly historic usage
and any existing RIs to
recommend the
number of 1 or 3 year
Reserved Instances
that should be
purchased for optimal
cost savings.
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9. 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,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 $10,000/month for customers on
Business-level support (not pro-rated)
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10. Enterprise-level Support
Enterprise-level support provides customers with all of the
features of the Business tier, plus:
• 15-minute response time for mission-critical issues
• Application architecture guidance
• A dedicated Technical Account Manager (TAM) who is
intimately familiar with the customer’s specific AWS
architecture.
• Periodic business reviews for infrastructure
planning, report metrics, collaborate on launches, and
connect customers to AWS Solutions Architects as needed
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11. Technical Account Manager (TAM) Role
Technical Account Manager (TAM)
• Provides access to technical expertise for the full range of AWS services.
• Work with AWS Solution Architects to help you launch new projects and give best
practices recommendations throughout the implementation life cycle.
• Acts as the primary point of contact for ongoing support needs - you have a direct
communications channel with your TAM.
Core values of TAM
• Orchestrate resources within AWS to help Enterprise customers in the best possible way.
• Develop a detailed understanding of your technology architecture and use case.
• Be your advocate inside Amazon Web Services.
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12. More Than Just Break-fix
AWS Support is much more than traditional, reactive
troubleshooting.
In addition to 24/7/365 reactive break-fix with highly skilled
engineers, support subscriptions include an unlimited number of
cases to:
1. Help you get started with AWS
2. Assist you with improving security, lowering costs, and increasing
availability
3. Discuss your architecture and best practices
4. Ask questions on how to successfully integrate the 200+ annual AWS
feature releases
5. Help configure a growing list of 3rd Party Software
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