AWS Support - Learn How It Can Help You

The Amazon Web Services
Support

http://bit.ly/aws-support

Simone Brunozzi ( @simon)
Senior Technology Evangelist, Amazon Web Services

What is this about?

2

What is this about?

Cloud
Computing!

2

What is this about?

Cloud
Computing!

Do you use
Amazon Web
Services?

2

What is this about?

Cloud
Computing!

Do you use
Amazon Web
Good! It’s
Services?
time you learn
about AWS
Support!

2

What is this about?

Cloud
Computing!

Do you use
Amazon Web
Good! It’s
Services?
time you learn
about AWS
Support!
Let me give you
an example.

2

An example
An Amazon Web Services customer, via email :

Hello,
I'm trying to confirm both my apache service and my nagios
service are scheduled to start on reboot. I 'chkconfig' and I
see my nagios service, but I don't see httpd. I'm new to
Fedora 16, so any advice would help.
Thanks.

John F.
John F.
needs help

3

The AWS Support comes to help (1)
Hello,
Thank you for contacting the AWS Support.

We see you have one EC2 instance with ID i-356xxxxx based
on a Fedora 17 AMI. This AMI does not come with Apache.
Also, Fedora 17 now uses the systemd service to manage
running services, instead of chkconfig.
You will need to install & configure apache, then enable it to
run as a service through the systemd management service.

4

To install apache, run the command 'sudo yum install httpd'

Once apache is installed, start the service with 'systemctl
start httpd.service'.
To check the status of the apache daemon us 'systemctl
status httpd.service'.
To start apache at boot run the command 'systemctl enable
httpd.service'.

5

More info about Fedora's systemd service management can
be found here:
http://fedoraproject.org/wiki/Systemd
http://bit.ly/12eF7Ba

If you have further issues with your EC2 instance, please let
us know.
Best regards,
Troy E.
Amazon Web Services

6

Did AWS Support solve the problem?
Yes!

• Found the problem
• Provided the solution
• “Teach a man how to fish” method
• Nice and friendly approach

7

What is the AWS Support?
One-on-one, fast response
support channel Always available

Experienced
support engineers Four Different plans

y

x

8

The AWS Support team in action
9

Do you need AWS Support?

10

Do you need AWS Support?
Yes, it makes a lot of sense.

• Do you want to hire people instead?
• Would they know AWS well?
• Having your own Support would cost more.
• Extra value, e.g. Trusted Advisor.

11

How do I interact with AWS?

Sales AWS
Reps Support

System
Solutions
Integrators
Architects
& ISVs

Professional
Services

12


Sales AWS
+
Reps +
Support

System
Solutions AWS customer or
+ Integrators
+
Architects prospect & ISVs

Professional
+ +
Services

12


Sales AWS
+
Reps +
Support

Primary business
point of contact, System
Solutions
+ account relationship Integrators
+
Architects
and orchestration with & ISVs
other AWS teams.

Professional
+ +
Services

13


Sales AWS
+
Reps +
Support

Technical strategy
and design. System
Solutions They understand the use
+ Integrators
+
Architects cases, architectures, and & ISVs
decision making within
the account.

Professional
+ +
Services

14


Sales AWS
+
Reps +
Support

Engaged on a
project basis;
implementation System
Solutions
+ assistance on AWS Integrators
+
Architects
(portfolio assessment, & ISVs
project assistance,
skills transfer,
etc.)

Professional
+ +
Services

15


Sales AWS
+
Reps +
Support

The account team will
System
Solutions bring in System
+ Integrators
+
Architects Integrators and/or ISVs as
& ISVs
the customer requires.

Professional
+ +
Services

16


Sales AWS
+
Reps +
Support

Responsive and
proactive, it provides
world-class technical System
Solutions
+ support. Integrators
+
Architects
When contracted: & ISVs
Technical Account
Manager (TAM)

Professional
+ +
Services

17

When can I use AWS Support?

18


Not just
break-fix!

18


Not just
Winston Wolf !


AWS
+ +
Support

+ +

+ +

21


AWS
+ +
Support
Reactive
troubleshooting

Help to get started
with AWS

Recommendations + +
on security, costs, and
availability Discuss architecture
and best practices
Configuration help
Integrate the 150+ for a growing list of
annual AWS feature
+ + 3rd party software
releases

21

Regions (8) GovCloud Regions (1)

The global AWS Infrastructure
http://aws.amazon.com/about-aws/globalinfrastructure

22 (as of Jan 10th, 2013)

Availability Zones (23)


23 (as of Jan 10th, 2013)

Sea>le South
Bend New
York
(3) London
(2) Amsterdam
(2)
Newark Dublin Stockholm
Palo
Alto
Tokyo
(2)

San
Jose
Paris
(2) Frankfurt
(2)
Ashburn
(2) Milan
Los
Angeles
(2) Jacksonville Madrid Osaka
Dallas
(2) Hong
Kong
(2)
St.Louis
Miami Singapore
(2) Sydney

Sao
Paulo

Edge Locations (39)


24 (as of Jan 10th, 2013)

Customer Service & Technical Support

Remote TAMs (Technical Account Manager)

AWS Support
25 (as of Jan 10th, 2013)

Innovation in AWS Support (year 2012)
• 24/7/365 Customer Service with phone access
• Expanded scope with Third party software support
• Trusted Advisor
• Chat support
• WebEx case handling
• Skill based routing (improved issue depth)
• World class support talent
• Worldwide presence (Support centers and remote TAMs)

26

Excellence in AWS Support
AWS Support EDR

AWS CS EDR

2
11
1

2
12
1
1

12
12
1

2
-1

2
12

2
-1

-1
1

-1
-1

-1

1
-

-1
p-

b-

ar

g-
n-

p-
n-
ov
g

ec

ay
ct

r

l
Au

Se

Ap

Au
Fe

Ju
M
Ja

Se
Ju
O

D
N

M

Note: quality is measured by defects, so the lower, the better

27

AWS Support plans

Basic Developer Business Enterprise

Free 49 $ / month (Min: 100 $) (Min: 15,000 $)
% of your AWS % of your AWS
monthly bill: monthly bill:
10%: 0-10k 10%: 0-150k
7%: 10k-80k 7%: 150k-500k
5%: 80k-250k 5%: 500k-1M
3%: 250k+ 3%: 1M+

28

AWS Support plans


10%: 0-10k 10%: 0-150k
For $85,000 in monthly usage fees, 7%: 10k-80k 7%: 150k-500k
Business support would be:
5%: 80k-250k 5%: 500k-1M
$10,000 x 10% = $1,000 +
3%: 250k+ 3%: 1M+
$70,000 x 7% = $4,900 +
$5,000 x 5% = $250
TOTAL = $6,150

29

AWS Support plans


10%: 0-10k 10%: 0-150k
7%: 10k-80k 7%: 150k-500k
5%: 80k-250k 5%: 500k-1M
3%: 250k+ 3%: 1M+

30

AWS Support plans


10%: 0-10k 10%: 0-150k
7%: 10k-80k 7%: 150k-500k
For $1.2M in monthly usage fees,
5%: 80k-250k
Enterprise support would be: 5%: 500k-1M
3%: 250k+
$150,000 x 10% = $15,000 + 3%: 1M+
$350,000 x 7% = $24,500 +
$500,000 x 5% = $25,000 +
$ 200,000 x 3% = $6,000
TOTAL = $70,500
30

What do you get? (1)


Customer Service 24/7/365
Support forums
Documentation, guides
Access to Technical support
Named contacts
Response time
Architecture support
Best practice guidance
Client side diagnostic tools

31



Customer Service 24/7/365 YES YES YES YES

Support forums YES YES YES YES

Documentation, guides YES YES YES YES

Access to Technical support health checks E P/C/E/W P/C/E/W/TAM

Named contacts - 1 5 Unlimited

Response time - 12 hours 1 hour 15 minutes

Architecture support - Building blocks Guidance App Architecture

Best practice guidance - YES YES YES

Client side diagnostic tools - YES YES YES

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Add names to your company's account so
that more people can contact us... instead of
Response time - asking their questions through 15 minutes
12 hours 1 hour you.



33












34












35




Support forums YESBuilding Blocks: guidance on using all AWS
YES YES YES

Documentation, guides services: best practices, architectural advice.
YES YES YES YES

Use Case Guidance: how to best support your specific
use cases (optimizing, configuring, etc.)

Architecture support Application Building blocks Consultative partnership
- Architecture: Guidance App Architecture

Best practice guidance -supporting specific use cases and applications
YES YES YES
(Design reviews, architectural guidance, etc.).

35









Architecture support - Building blocks Guidance App Architecture*



36


Enterprise-level support
includes a dedicated
Customer Service 24/7/365 YES YES YES
Technical Account
YES

Support forums YES YES Manager (TAM), and
YES YES

Documentation, guides YES YES access to an AWS
YES YES
Solutions P/C/E/W
Architect.
Access to Technical support health checks E P/C/E/W/TAM



Architecture support - Building blocks Guidance App Architecture*



36

Architecture support (Business/Enterprise)


Business Enterprise

Identity Access Management (IAM) YES YES

Direct routing to Senior Support Engineers YES YES

Third party Software Support (beta) YES YES

AWS Trusted Advisor (beta) YES YES

Infrastructure Event Management contact us YES

Direct Access to TAM (Technical Account Manager) - YES

White-Glove Case Routing - YES

Management Business Reviews - YES

38


Business Enterprise









39


Business Enterprise


Direct routing to Senior Support Engineers
Amazon Linux, Ubuntu, Red Hat Enterprise
YES YES

Third party Software Support (beta) Linux, SUSE Linux, andYESMicrosoft Windows
YES

AWS Trusted Advisor (beta) 2003 & 2008 R2.
YES YES
Application stack components including Apache
and IIS web servers.
Direct Access to TAM (Technical Account The Amazon SDKs, Sendmail, Postfix,YES
Manager) - FTP,
White-Glove Case Routing databases (MySQL, SQL Server), disk
- YES

Management Business Reviews management tools (LVM, RAID), and YES
- VPN
Solutions (OpenVPN, RRAS)

39


Business Enterprise









40


Business Enterprise



Third party Software Support (beta) The AWS Trusted Advisor program monitors
YES YES
AWS infrastructure services, identifies
customer configurations, compares them to
known best practices, and then notifies
Direct Access to TAM (Technical Account Manager)where opportunities may exist to
customers - YES

White-Glove Case Routing save money, improve system performance, or
- YES
close security gaps.

40


Business Enterprise









41


Business Enterprise

Short term engagement available for
Enterprise-level Support, or for purchase for
Business-level.
AWS Trusted Advisor (beta) We partner with your technical resources to
YES YES

Infrastructure Event Management gain a deep understanding and provide
contact us YES
architectural and scaling guidance for an event.
Common use case examples include advertising
launches, new product launches, large events
Management Business Reviews (Superbowl, Olympics), -and infrastructure
YES

migrations to AWS.

41


Business Enterprise









42


Business Enterprise



Cases submitted by Enterprise-
AWS Trusted Advisor (beta) level YES
customers willYES be
Infrastructure Event Management recognized and routed directly
contact us YES

Direct Access to TAM (Technical Account Manager) to specially trained engineers to
- YES
ensure fast, accurate resolution
to critical issues.

42


Business Enterprise









43


Business Enterprise


Get help with infrastructure
planning.
AWS Trusted Advisor (beta) Your YES
Technical Account
YES

Infrastructure Event Management Manager conducts performance
contact us YES
reviews, reports metrics,
collaborates on launches, and
connects you with solutions
Management Business Reviews -architects. YES

43

What do you get? (2) (recap)

Business Enterprise









44

Customer feedback

46

Customer feedback
“Opened two premium
“Very impressed by the support tickets on AWS
quality of @awscloud's support/ today. The response was the
helpdesk. That's how it should be best support I've ever gotten.
everywhere. #aws #cloud Worth every penny!”
#support #impressive”
“Amazon AWS has
incredible customer service.
“Have I mentioned, ‘We're reaching out because
lately, how much #aws of your tweet about AWS
Premium Support just availability’”
plain rocks?
@awscloud”
“I just wanna say. AWS
“Just did my first ‘live chat’ support rocks! A lot can be said
support with AWS Premium about a company that cares
support. Got a real person in enough to ensure post-sales is as
seconds, and my EIP limit good as its sales.”
increased. #aws #support”
46

Customer <-> AWS Support ?

Customer

?

AWS Support

47

1) Support Forums

https://forums.aws.amazon.com/index.jspa
48

2) Service Health Dashboard

http://status.aws.amazon.com/
49

3) Support for Health Checks

https://aws.amazon.com/support/shc
50

4) P/C/E (Phone/Chat/Email)

51

5) TAM (Technical Account Manager)

52

6) AWS Trusted Advisor

53

AWS Support plans


54

Why Business Level Support?
• Operational Support for AWS applications
• 24/7/365 phone and chat, 1 hour response for urgent web
cases
• 3rd party Software Support
• Access to AWS Trusted Advisor
• Routing to senior engineers
• Architecture support for Use Cases
• Guidance, configuration and optimization help.

56

Trusted Advisor
in action

58

Trusted Advisor: a success
(as of Dec 10th, 2012)
• 885 unique customers have made changes due to AWS
Trusted Advisor recommendations (since October 2012)

Just in the month of November 2012:
• Over 11,000+ warnings fixed
• $28M in total saving opportunities
• Customers have made changes leading to $2.4M in savings

60

Infrastructure Event Management
• Designed for short-term, tactical engagements
• Assigns a TAM or Support Engineer to help a customer
prepare for a known event that will scale beyond normal
limits (public campaign/event, usage spikes, viral, etc.)
• Discovery, planning and execution, review.

IEM is included with Enterprise-level; or $10,000/month
(not pro-rated) for customers on Business-level support

61

Why Enterprise level support
In addition to Business level support:
• 15-minute response time for mission-critical issues
• Application architecture guidance
• Dedicated Technical Account Manager (TAM), 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

63

Enterprise account team

Technical

+ Account
+
Manager

Solutions Single point of contact
+
Architect
for all technical issues +
and escalations

Account
+ +
Manager

64


Technical

+ Account
+
Manager

Works with the TAM
Solutions to provide architectural
+
Architect +
help with projects and
design needs

Account
+ +
Manager

65


Technical

+ Account
+
Manager

Helps ensure you are
Solutions
+ receiving the best value +
Architect
from your AWS services

Account
+ +
Manager

66

Technical Account Manager (TAM)
• Works with Solution Architects
• Gives best practices recommendations
• Intimately familiar with the customer’s AWS architecture
• Provides access to expertise for any AWS service
• Direct communications channel for ongoing support needs
• Periodic business reviews for infrastructure planning,
report metrics, collaborate on launches.

67

Enterprise support - Key activities
• Review of system designs, architecture, optimization
• Coordination of AWS resources
• Help increase availability, reduce costs, improve security
• AWS roadmap sharing, new product introduction reviews
• Advocate for customer’s development interests
• Event Management: coordinate AWS teams and Support
• Consultation on resource planning and operational plans
• Cost planning review
• Review support cases & general technical queries
• Participate in customer’s meetings as an AWS expert

68

#!*?%
Common Misconceptions

69

1) I just need it for Dev/Test
Engaging support during development will help reduce
issues in the future.
Having AWS Support involved early and often for service
and architecture questions will ensure that you avoid issues
that can plague your service once in production.
During Dev/Test, many customers have security gaps and
wasted resources; AWS Trusted Advisor helps fixing them.

70

2) I could just hire people for that cost
• It takes ~7 employees to provide 24/7/365 coverage
• No one will be an expert in every AWS service
• Operational issues can happen at any time and can cost
far more than a monthly support fee.
• Trusted Advisor provides proactive notifications.
• Our support engineers can escalate issues to service teams
that require their intervention

71

3) Why am I penalized for RI Purchase?
With RIs (Reserved Instances) you pay up front for savings
vs. on demand instances.
Since support fees are calculated based on usage, you
receive the same cost savings for support, but just like the RI
you will see a charge for the entire amount during the
month of purchase.

72

4) I’ll use it only when I have questions
AWS Support is month-to-month and it’s possible that you
use it only when you need it.
However, we encourage a proactive relationship with us.

During the first month we charge for a full month’s service
even if subscribed for a single day, to discourage customers
that frequently bounce on an off a support plan.
If a customer frequently exhibits this behavior, we will
eventually refuse to support them.

73

5) Why should I pay extra for support?
Sometimes support is bundled with managed hosting, but
it’s $100/month extra or more for cloud services and
provides basic phone/chat/web case support with no
response time SLA.
Dedicated Support for your managed hosting (not available
for cloud) provides a higher level of support but can cost
upwards of $750/month for an entry-level server.

74

http://aws.amazon.com/premiumsupport

http://bit.ly/aws-support

Thank you for your attention, and thanks
to the AWS Support team for being amazing!

Simone Brunozzi ( @simon)
Senior Technology Evangelist, Amazon Web Services

AWS Support - Learn How It Can Help You

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