The Amazon Web Services support

Slide 1

Slide 1 text

Simone Brunozzi ( @simon) Senior Technology Evangelist, Amazon Web Services The Amazon Web Services Support http://bit.ly/aws-support

Slide 2

Slide 2 text

What is this about? 2

Slide 3

Slide 3 text

What is this about? 2 Cloud Computing!

Slide 4

Slide 4 text

What is this about? 2 Cloud Computing! Do you use Amazon Web Services?

Slide 5

Slide 5 text

What is this about? 2 Cloud Computing! Good! It’s time you learn about AWS Support! Do you use Amazon Web Services?

Slide 6

Slide 6 text

What is this about? 2 Cloud Computing! Good! It’s time you learn about AWS Support! Let me give you an example. Do you use Amazon Web Services?

Slide 7

Slide 7 text

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. 3 John F. needs help

Slide 8

Slide 8 text

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

Slide 9

Slide 9 text

The AWS Support comes to help (2) 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

Slide 10

Slide 10 text

The AWS Support comes to help (3) 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

Slide 11

Slide 11 text

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

Slide 12

Slide 12 text

What is the AWS Support? 8 One-on-one, fast response support channel Always available Experienced support engineers x y Four Different plans

Slide 13

Slide 13 text

9 The AWS Support team in action

Slide 14

Slide 14 text

Do you need AWS Support? 10

Slide 15

Slide 15 text

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

Slide 16

Slide 16 text

How do I interact with AWS? 12 Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services

Slide 17

Slide 17 text

How do I interact with AWS? 12 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services AWS customer or prospect

Slide 18

Slide 18 text

How do I interact with AWS? 13 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services Primary business point of contact, account relationship and orchestration with other AWS teams.

Slide 19

Slide 19 text

How do I interact with AWS? 14 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services Technical strategy and design. They understand the use cases, architectures, and decision making within the account.

Slide 20

Slide 20 text

How do I interact with AWS? 15 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services Engaged on a project basis; implementation assistance on AWS (portfolio assessment, project assistance, skills transfer, etc.)

Slide 21

Slide 21 text

How do I interact with AWS? 16 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services The account team will bring in System Integrators and/or ISVs as the customer requires.

Slide 22

Slide 22 text

How do I interact with AWS? 17 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services Responsive and proactive, it provides world-class technical support. When contracted: Technical Account Manager (TAM)

Slide 23

Slide 23 text

18 When can I use AWS Support?

Slide 24

Slide 24 text

18 When can I use AWS Support? Not just break-fix!

Slide 25

Slide 25 text

When can I use AWS Support?

Slide 26

Slide 26 text

When can I use AWS Support? Not just Winston Wolf !

Slide 27

Slide 27 text

AWS Support: a Swiss knife

Slide 28

Slide 28 text

When can I use AWS Support? 21 + + + + + + AWS Support

Slide 29

Slide 29 text

When can I use AWS Support? 21 + + + + + + AWS Support Reactive troubleshooting Help to get started with AWS Recommendations on security, costs, and availability Discuss architecture and best practices Integrate the 150+ annual AWS feature releases Configuration help for a growing list of 3rd party software

Slide 30

Slide 30 text

Regions (8) GovCloud Regions (1) 22 The global AWS Infrastructure http://aws.amazon.com/about-aws/globalinfrastructure (as of Jan 10th, 2013)

Slide 31

Slide 31 text

Availability Zones (23) 23 The global AWS Infrastructure (as of Jan 10th, 2013) http://aws.amazon.com/about-aws/globalinfrastructure

Slide 32

Slide 32 text

Edge Locations (39) Dallas (2) St.Louis Miami Jacksonville Los Angeles (2) Palo Alto Sea>le Ashburn (2) Newark New York (3) Dublin London (2) Amsterdam (2) Stockholm Frankfurt (2) Paris (2) Singapore (2) Hong Kong (2) Tokyo (2) Sao Paulo South Bend San Jose Osaka Milan 24 Sydney Madrid The global AWS Infrastructure http://aws.amazon.com/about-aws/globalinfrastructure (as of Jan 10th, 2013)

Slide 33

Slide 33 text

Customer Service & Technical Support Remote TAMs (Technical Account Manager) 25 AWS Support (as of Jan 10th, 2013)

Slide 34

Slide 34 text

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

Slide 35

Slide 35 text

Excellence in AWS Support 27 Aug-11 Sep-11 O ct-11 N ov-11 D ec-11 Jan-12 Feb-12 M ar-12 Apr-12 M ay-12 Jun-12 Jul-12 Aug-12 Sep-12 AWS Support EDR AWS CS EDR Note: quality is measured by defects, so the lower, the better

Slide 36

Slide 36 text

AWS Support plans Free 28 Basic 49 $ / month Developer (Min: 100 $) % of your AWS monthly bill: 10%: 0-10k 7%: 10k-80k 5%: 80k-250k 3%: 250k+ Business (Min: 15,000 $) % of your AWS monthly bill: 10%: 0-150k 7%: 150k-500k 5%: 500k-1M 3%: 1M+ Enterprise

Slide 37

Slide 37 text

Free 29 Basic 49 $ / month Developer (Min: 100 $) % of your AWS monthly bill: 10%: 0-10k 7%: 10k-80k 5%: 80k-250k 3%: 250k+ Business (Min: 15,000 $) % of your AWS monthly bill: 10%: 0-150k 7%: 150k-500k 5%: 500k-1M 3%: 1M+ Enterprise AWS Support plans For $85,000 in monthly usage fees, Business support would be: $10,000 x 10% = $1,000 + $70,000 x 7% = $4,900 + $5,000 x 5% = $250 TOTAL = $6,150

Slide 38

Slide 38 text

Slide 39

Slide 39 text

Free 30 Basic 49 $ / month Developer (Min: 100 $) % of your AWS monthly bill: 10%: 0-10k 7%: 10k-80k 5%: 80k-250k 3%: 250k+ Business (Min: 15,000 $) % of your AWS monthly bill: 10%: 0-150k 7%: 150k-500k 5%: 500k-1M 3%: 1M+ Enterprise AWS Support plans For $1.2M in monthly usage fees, Enterprise support would be: $150,000 x 10% = $15,000 + $350,000 x 7% = $24,500 + $500,000 x 5% = $25,000 + $ 200,000 x 3% = $6,000 TOTAL = $70,500

Slide 40

Slide 40 text

What do you get? (1) 31 Basic Developer Business Enterprise 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

Slide 41

Slide 41 text

What do you get? (1) 32 Basic Developer Business Enterprise YES Customer Service 24/7/365 YES YES YES YES Support forums YES YES YES YES Documentation, guides YES YES YES health checks Access to Technical support 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

Slide 42

Slide 42 text

What do you get? (1) 33 Basic Developer Business Enterprise YES Customer Service 24/7/365 YES YES YES YES Support forums YES YES YES YES Documentation, guides YES YES YES health checks Access to Technical support E - 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 P/C/E/W P/C/E/W/TAM

Slide 43

Slide 43 text

Slide 44

Slide 44 text

What do you get? (1) 34 Basic Developer Business Enterprise YES Customer Service 24/7/365 YES YES YES YES Support forums YES YES YES YES Documentation, guides YES YES YES health checks Access to Technical support E - 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 P/C/E/W P/C/E/W/TAM

Slide 45

Slide 45 text

Slide 46

Slide 46 text

What do you get? (1) 35 Basic Developer Business Enterprise YES Customer Service 24/7/365 YES YES YES YES Support forums YES YES YES YES Documentation, guides YES YES YES health checks Access to Technical support E - 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 Architecture support P/C/E/W P/C/E/W/TAM Building Blocks: guidance on using all AWS services: best practices, architectural advice. Use Case Guidance: how to best support your specific use cases (optimizing, configuring, etc.) Application Architecture: Consultative partnership supporting specific use cases and applications (Design reviews, architectural guidance, etc.).

Slide 47

Slide 47 text

What do you get? (1) 36 Basic Developer Business Enterprise YES Customer Service 24/7/365 YES YES YES YES Support forums YES YES YES YES Documentation, guides YES YES YES health checks Access to Technical support E - 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 Architecture support P/C/E/W P/C/E/W/TAM

Slide 48

Slide 48 text

Slide 49

Slide 49 text

Architecture support (Business/Enterprise)

Slide 50

Slide 50 text

Architecture support (Business/Enterprise)

Slide 51

Slide 51 text

What do you get? (2) 38 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

Slide 52

Slide 52 text

Slide 53

Slide 53 text

What do you get? (2) 39 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 Amazon Linux, Ubuntu, Red Hat Enterprise Linux, SUSE Linux, and Microsoft Windows 2003 & 2008 R2. Application stack components including Apache and IIS web servers. The Amazon SDKs, Sendmail, Postfix, FTP, databases (MySQL, SQL Server), disk management tools (LVM, RAID), and VPN Solutions (OpenVPN, RRAS)

Slide 54

Slide 54 text

Slide 55

Slide 55 text

What do you get? (2) 40 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 The AWS Trusted Advisor program monitors AWS infrastructure services, identifies customer configurations, compares them to known best practices, and then notifies customers where opportunities may exist to save money, improve system performance, or close security gaps.

Slide 56

Slide 56 text

Slide 57

Slide 57 text

What do you get? (2) 41 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 Short term engagement available for Enterprise-level Support, or for purchase for Business-level. We partner with your technical resources to gain a deep understanding and provide architectural and scaling guidance for an event. Common use case examples include advertising launches, new product launches, large events (Superbowl, Olympics), and infrastructure migrations to AWS.

Slide 58

Slide 58 text

Slide 59

Slide 59 text

What do you get? (2) 42 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 Cases submitted by Enterprise- level customers will be recognized and routed directly to specially trained engineers to ensure fast, accurate resolution to critical issues.

Slide 60

Slide 60 text

Slide 61

Slide 61 text

What do you get? (2) 43 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 Get help with infrastructure planning. Your Technical Account Manager conducts performance reviews, reports metrics, collaborates on launches, and connects you with solutions architects.

Slide 62

Slide 62 text

What do you get? (2) (recap) 44 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

Slide 63

Slide 63 text

So far... 45

Slide 64

Slide 64 text

Customer feedback 46

Slide 65

Slide 65 text

Customer feedback 46 “Very impressed by the quality of @awscloud's support/ helpdesk. That's how it should be everywhere. #aws #cloud #support #impressive” “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” “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.” “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!”

Slide 66

Slide 66 text

Customer <-> AWS Support ? 47 Customer AWS Support ?

Slide 67

Slide 67 text

1) Support Forums 48 https://forums.aws.amazon.com/index.jspa

Slide 68

Slide 68 text

2) Service Health Dashboard 49 http://status.aws.amazon.com/

Slide 69

Slide 69 text

3) Support for Health Checks 50 https://aws.amazon.com/support/shc

Slide 70

Slide 70 text

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

Slide 71

Slide 71 text

5) TAM (Technical Account Manager) 52

Slide 72

Slide 72 text

53 6) AWS Trusted Advisor

Slide 73

Slide 73 text

AWS Support plans 54 Basic Developer Business Enterprise

Slide 74

Slide 74 text

55 Business Why?

Slide 75

Slide 75 text

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

Slide 76

Slide 76 text

Slide 77

Slide 77 text

58 Trusted Advisor in action

Slide 78

Slide 78 text

Slide 79

Slide 79 text

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

Slide 80

Slide 80 text

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

Slide 81

Slide 81 text

62 Enterprise Why?

Slide 82

Slide 82 text

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

Slide 83

Slide 83 text

64 + + + + + + Solutions Architect Technical Account Manager Account Manager Single point of contact for all technical issues and escalations Enterprise account team

Slide 84

Slide 84 text

65 + + + + + + Solutions Architect Technical Account Manager Account Manager Works with the TAM to provide architectural help with projects and design needs Enterprise account team

Slide 85

Slide 85 text

66 + + + + + + Solutions Architect Technical Account Manager Account Manager Helps ensure you are receiving the best value from your AWS services Enterprise account team

Slide 86

Slide 86 text

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

Slide 87

Slide 87 text

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

Slide 88

Slide 88 text

69 Common Misconceptions #!*?%

Slide 89

Slide 89 text

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

Slide 90

Slide 90 text

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

Slide 91

Slide 91 text

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

Slide 92

Slide 92 text

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

Slide 93

Slide 93 text

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

Slide 94

Slide 94 text

75 Final words :-)

Slide 95

Slide 95 text

http://aws.amazon.com/premiumsupport Thank you for your attention, and thanks to the AWS Support team for being amazing! Simone Brunozzi ( @simon) Senior Technology Evangelist, Amazon Web Services http://bit.ly/aws-support