Supporting &

Optimising your

AWS experience

James Brown

Business Development Lead

• Different levels of support to match the support needs of our customers

Support Product Feature Matrix

Built on top of Legacy of Customer Obsession

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.

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 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

• 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

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

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.

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.

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.

Customer Stories

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.

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.

Accessing your Report

• 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/

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.

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

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

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.

Thank You!