This presentation will help you learn how to take advantage of unique properties of the cloud and how to ensure you have expert engineering help along the way. We'll tell you about the AWS global support operations and how they can assist you 24x7, show you the fantastic set of checks available in our automated Trusted Advisor tool and give you tips and tricks on how to realise cost aware architectures. And don't just take it from us, hear from customers too on how they have used AWS support services to get the best out of the platform. Adam Alexander, AWS Support Site Leader, AWS

1. Adam Alexander, AWS support site leader, AWS
Supporting & optimising your
AWS experience

2. Different levels
of support to
match the
support needs of
our customers
Support Product
Feature Matrix

3. Built on top of Legacy of Customer Obsession

4. 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.

5. 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

6. 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

7. 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

8. 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.

9. 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.

10. 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.

11. 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.

12. 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/

13. 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!

14. 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

15. 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

16. 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!

17. Questions?

18. 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.”

19. Please give us your feedback
Thank you!