In this session you'll 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 realize 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

1. Justin Brindley-Koonce
Sr. Manager, AWS Support - Americas
Supporting and Optimizing
your AWS Experience

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

3. Built on top of Legacy of Customer Obsession

4. AWS Support is a Global Organization

5. More than traditional 24x7x365 Break-Fix
• AWS Support is highly available to help you in your time of need, but…
• We’re much more than reactive troubleshooting
– Help you onboard and get started with services
– Provide recommendations on best practices
– Understand your architecture and cross-service experience
– Assist with integrating the 150+ annual AWS feature releases
– Support a growing list of 3rd Party Software configurations

6. More than traditional 24x7x365 Break-Fix
• Customer migration to AWS
– Educated customer on breadth of service options
– Assisted customer with a database recovery via phpmyadmin
• 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
• Customer deploying 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

7. Infrastructure Event Management (IEM)
• Designed for short-term tactical engagements
– Public campaign, product launch, marketing event
– Seasonal usage spikes
• Assigns dedicated and senior support resources
• Engagement starts with discovery, moves to planning and execution, and
ends with a review
• Included with Enterprise Support, but can be purchased as needed for
Business Support customers

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.

9. Customer Stories
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.

10. 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.

11. AWS Trusted Advisor
• Draws upon best practices learned from aggregated operational history of
serving hundreds of thousands of AWS customers.
• Includes 27 individual checks within four categories today.
• Provides proactive recommendations to customers to detect and avoid
issues before they happen.
• 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.

12. AWS Trusted Advisor
• Cost Optimizing
– The goal of this category is to save customers money.
– 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.

13. AWS Trusted Advisor
• Security
– Less than optimal security practices put your AWS application at
risk.
– Focuses on security best practices and highlights areas where
you may be exposed or not taking advantage of security
features designed to make your account more secure.

14. AWS Trusted Advisor
• Fault Tolerance
– With the cloud comes great flexibility and scale but not all
customers use theses capabilities to their advantage.
– Checks are designed to recommend actions that will make your
application more resilient by avoiding common mistakes made
when transitioning to the cloud.

15. AWS Trusted Advisor
• Performance
– Focuses on ensuring that you get the performance you
expect.
– Indicating over-utilized instances and sub-optimal
configurations.

16. AWS Trusted Advisor Demo
• Accessed via the Support Center or front page of
the AWS Management Console
– https://console.aws.amazon.com
• Support Center includes summary of checks
– https://aws.amazon.com/support
• Direct link to Trusted Advisor
– https://aws.amazon.com/support/trustedadvisor

17. Customer Stories
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!

18. 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
24x7x365 Support
Engineer Team

19. AWS Support Center / Trusted Advisor APIs
• Announcing the availability of Support Center APIs today
– Create and Manage support cases
– Integrate case management into your own tools
• Announcing the availability of Trusted Advisor APIs today
– Poll for best practice updates, opportunities, and reports
– Integrate Trusted Advisor data into your ops tools

20. AWS Enterprise Support
• Many great experiences with Enterprise Support
• We see our TAMs as extensions to our team
• Follow-through with internal AWS teams is great
• Weekly (or so) calls with our TAMs allows teams to stay in sync
• The “white glove” team at AWS
John Martinez
Adobe Cloud Ops Engineer

21. AWS Enterprise Support
• Creative Cloud launch
– TAMs heavily involved in supporting our deployment
– Proactively suggested things like ELB pre-warming and S3
bucket partitioning
– Reacted quickly to account limit changes
• Hurricane Sandy
– Our TAMs became weather men
– Kept us in the loop on what was going on in Virginia
– Over-communication was great, especially with something that
could have had such a large impact on our systems

22. AWS Support Center API Beta
• We love our TAMs, but were wanting more automation
• We have hundreds of AWS accounts for our many product teams
• Our service support and operations groups have had to manage
support issues on an account-by-account basis
• The APIs are allowing us to integrate internal tools

23. AWS Support Center API Beta

24. AWS Support Center API Beta

25. AWS Trusted Advisor API Beta
• Still in early testing phase
• Plan to use API in conjunction with CloudWatch to manage
unused EC2 instances
• Plan to use API to present service limits on a per account
basis within an internal support portal
• Lots of other options and use cases TBD
• Demo of APIs in action:
– http://supportapi.elasticbeanstalk.com

26. Questions?

27. Thank you!