The Amazon Web Services support

In this recorded presentation we introduce AWS Support, and explain why it is important for a customer to take advantage of the service. We examine each of the four different support plans available, what they mean for your business, and present some examples to make it easy to understand. For more information, please visit http://aws.amazon.com/premiumsupport/

Transcript

1. Simone Brunozzi ( @simon) Senior Technology Evangelist, Amazon Web Services The Amazon Web Services Support http://bit.ly/aws-support
2. What is this about? 2
3. What is this about? 2 Cloud Computing!
4. What is this about? 2 Cloud Computing! Do you use Amazon Web Services?
5. What is this about? 2 Cloud Computing! Good! It’s time you learn about AWS Support! Do you use Amazon Web Services?
6. 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?
7. 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
8. 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
9. 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
10. 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
11. 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
12. What is the AWS Support? 8 One-on-one, fast response support channel Always available Experienced support engineers x y Four Different plans
13. 9 The AWS Support team in action
14. Do you need AWS Support? 10
15. 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
16. How do I interact with AWS? 12 Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services
17. How do I interact with AWS? 12 + + + + + + Solutions Architects System Integrators & ISVs Sales Reps AWS Support Professional Services AWS customer or prospect
18. 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.
19. 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.
20. 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.)
21. 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.
22. 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)
23. 18 When can I use AWS Support?
24. 18 When can I use AWS Support? Not just break-fix!
25. When can I use AWS Support?
26. When can I use AWS Support? Not just Winston Wolf !
27. AWS Support: a Swiss knife
28. When can I use AWS Support? 21 + + + + + + AWS Support
29. 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
30. Regions (8) GovCloud Regions (1) 22 The global AWS Infrastructure http://aws.amazon.com/about-aws/globalinfrastructure (as of Jan 10th, 2013)
31. Availability Zones (23) 23 The global AWS Infrastructure (as of Jan 10th, 2013) http://aws.amazon.com/about-aws/globalinfrastructure
32. 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)
33. Customer Service & Technical Support Remote TAMs (Technical Account Manager) 25 AWS Support (as of Jan 10th, 2013)
34. 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
35. 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
36. 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
37. 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
38. 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
39. 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
40. 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
41. 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
42. 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
43. 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 Add names to your company's account so that more people can contact us... instead of asking their questions through you.
44. 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
45. 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
46. 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.).
47. 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
48. 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 Enterprise-level support includes a dedicated Technical Account Manager (TAM), and access to an AWS Solutions Architect.
49. Architecture support (Business/Enterprise)
50. Architecture support (Business/Enterprise)
51. 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
52. 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
53. 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)
54. 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
55. 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.
56. 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
57. 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.
58. 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
59. 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.
60. 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
61. 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.
62. 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
63. So far... 45
64. Customer feedback 46
65. 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!”
66. Customer <-> AWS Support ? 47 Customer AWS Support ?
67. 1) Support Forums 48 https://forums.aws.amazon.com/index.jspa
68. 2) Service Health Dashboard 49 http://status.aws.amazon.com/
69. 3) Support for Health Checks 50 https://aws.amazon.com/support/shc
70. 51 4) P/C/E (Phone/Chat/Email)
71. 5) TAM (Technical Account Manager) 52
72. 53 6) AWS Trusted Advisor
73. AWS Support plans 54 Basic Developer Business Enterprise
74. 55 Business Why?
75. 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
77. 58 Trusted Advisor in action
79. 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
80. 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
81. 62 Enterprise Why?
82. 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
83. 64 + + + + + + Solutions Architect Technical Account Manager Account Manager Single point of contact for all technical issues and escalations Enterprise account team
84. 65 + + + + + + Solutions Architect Technical Account Manager Account Manager Works with the TAM to provide architectural help with projects and design needs Enterprise account team
85. 66 + + + + + + Solutions Architect Technical Account Manager Account Manager Helps ensure you are receiving the best value from your AWS services Enterprise account team
86. 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
87. 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
88. 69 Common Misconceptions #!*?%
89. 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
90. 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
91. 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
92. 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
93. 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
94. 75 Final words :-)
95. 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