AWS Support

Amazon AWS Support Service

1. AWS Support Presented By Ravi Mulchandani 4/22/2015 RNM 1

2. Contents What is AWS Support? How are AWS Support tiers different from Basic Support ? AWS Support Features Understanding of Features AWS Support Pricing Customers using AWS Support Canceling AWS Support Subscription Summary References 4/22/2015 RNM 2

3. What is AWS Support? One-on-one and fast response channel Technical support engineers and experienced customer service professionals Four support tiers – Basic, Developer, Business and Enterprise Allows customers to choose support tiers that meet specific needs pay-by-the-month pricing and no long-term contracts 4/22/2015 RNM 3

4. How are AWS Support tiers different from Basic Support? Provides access to Resource Center, Service Health Dashboard, Product FAQs, Discussion Forums, and Support for Health Checks No additional charge and free from long-term commitments Can subscribe to AWS Support at the Developer, Business, or Enterprise level pay-by-the-month pricing and unlimited support cases Can contact a team of support engineers and receive a predictable response 4/22/2015 RNM 4

5. AWS Support Features Provides a highly personalized level of service for customers seeking technical help By default access to Basic Support with no additional charge Basic Support includes – Resource Center, Product FAQs, Discussion Forums, and Support for Health Checks . 4/22/2015 RNM 5

6. AWS Support Features Developer-level support includes Best practice guidance Client side diagnostic tools guidance on how to use AWS products, features, and services together 4/22/2015 RNM 6

7. AWS Support Features Business-level support includes – what AWS products, features, and services to use to best support your specific needs AWS Identity and Access Management – controls individuals ’ access to AWS Support AWS Trusted Advisor - inspects customer environments and identifies opportunities to save money, close security gaps, and improve system reliability and performance An API for interacting with Support Center and Trusted Advisor Third-party software support 4/22/2015 RNM 7

8. AWS Support Features Enterprise-level Support Application architecture guidance AWS Concierge Technical account manager White-glove case routing Management business reviews 4/22/2015 RNM 8

9. AWS Support Features 4/22/2015 RNM 9

10. AWS Support Features 4/22/2015 RNM 10

11. Case Management Three types of cases you can open Account and Billing Support – available to all AWS customers, connects to customer service for help with billing and account-related questions. Service Limit Increase - available to all AWS customers, prompts you for your proposed limit increases. Technical Support – connect with technical support for help with service related technical questions 4/22/2015 RNM 11

12. Understanding of Features AWS Trusted Advisor Provides best practices in four categories: cost optimization, security, fault tolerance, and performance improvement Over 40 Trusted Advisor checks to monitor and improve the deployment F our Trusted Advisor best practices that are now available to all AWS customers - Service Limits (in the Performance category) and Security Groups - Specific Ports Unrestricted, IAM Use, and MFA on Root Account Color Coding is as follows: Red : action recommended Yellow : investigation recommended Green : no problem detected 4/22/2015 RNM 12

13. Understanding of Features 4/22/2015 RNM 13 AWS Trusted Advisor

14. Understanding of Features Support center Open a case online with support via email (web support), chat, or phone Send more information by adding additional correspondences to your existing case Check on the status of your open cases Track any telephone or online correspondence between you and developer support engineers View the service health dashboard for each AWS region Jump to other handy resources like the discussion forums and the product FAQs 4/22/2015 RNM 14

15. Understanding of Features Health Check Monitor the health and status of AWS services The status of these checks is displayed in the AWS management console When a check does not pass, customers have the option to open a high-priority ticket with technical support for assistance. Health checks are currently available for amazon EC2 instances and amazon EBS volumes. 4/22/2015 RNM 15

16. Understanding of Features 4/22/2015 RNM 16 Response Times

17. Understanding of Features Best Practice and New Feature Guidance Recommendations to improve performance and efficiency Recommendations on how new AWS offerings may fit your use case. AWS Concierge Senior customer service agent who is assigned to your account when you subscribe to an enterprise Primary point of contact for billing or account inquiries When you don’t know whom to call, they will find the right people to help 4/22/2015 RNM 17

18. Understanding of Features AWS Support API Allows you to programmatically interact with your Support cases (create, edit, close) and access/refresh Trusted Advisor best practices Third-Party Software Support AWS Support engineers can assist with the setup, configuration, and troubleshooting of the third-party platforms and applications . Technical Account Manager (TAM) TAMs work with AWS Solution Architects to help you launch new projects and give best practices recommendations throughout the implementation life cycle. Primary point of contact for ongoing support needs A direct telephone line to your TAM. 4/22/2015 RNM 18

19. Understanding of Features Management Business Reviews TAM conducts regular performance reviews, participates in requested meetings, and collaborates on new launches to ensure readiness. White-Glove Case Routing Cases submitted by Enterprise-level customers are routed directly to specially trained engineers to ensure fast, accurate resolution of critical issues 4/22/2015 RNM 19

20. AWS Support Pricing 4/22/2015 RNM 20

21. AWS Support Pricing 4/22/2015 RNM 21

22. Customers using AWS Support HTC UCAS NETFLIX EASY TAXI ENVISION And many more 4/22/2015 RNM 22

23. Canceling AWS Support Subscription Sign in to your "Manage Your Account" page. Scroll down to "Cancel Selected Services". Select "AWS Support" in the drop down list. Click "Cancel Service". 4/22/2015 RNM 23

24. References https://aws.amazon.com/premiumsupport / https://aws.amazon.com/premiumsupport/faqs / https://aws.amazon.com/premiumsupport/features / https://aws.amazon.com/premiumsupport/trustedadvisor/best-practices / https://aws.amazon.com/premiumsupport/pricing / https://aws.amazon.com/premiumsupport/features / 4/22/2015 RNM 24

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