The Amazon Web Services support

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

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What is this about?
2

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What is this about?
2
Cloud
Computing!

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

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

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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?

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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

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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

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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

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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

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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

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

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The AWS Support team in action

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Do you need AWS Support?
10

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

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12
+
+ +
+
+ +
Solutions
Architects
System
Integrators
& ISVs
Sales
Reps
AWS
Support
Professional
Services
AWS customer or
prospect

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

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+
+ +
+
+ +
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.

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+
+ +
+
+ +
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.)

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+
+ +
+
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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.

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+
+ +
+
+ +
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)

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When can I use AWS Support?

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Not just
break-fix!

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Not just
Winston Wolf !

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AWS Support: a Swiss knife

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21
+
+ +
+
+ +
AWS
Support

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+ +
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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

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

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Availability Zones (23)
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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
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Sydney
Madrid

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Customer Service & Technical Support
Remote TAMs (Technical Account Manager)
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AWS Support

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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)
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Excellence in AWS Support
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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

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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

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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

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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

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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

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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

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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

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

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YES
YES
YES
health checks
-
-
-
-
-
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.

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YES
YES
YES
health checks
-
-
-
-
-
P/C/E/W P/C/E/W/TAM

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YES
YES
YES
health checks
-
-
-
-
-
P/C/E/W P/C/E/W/TAM

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YES
YES
YES
health checks
-
-
-
-
-
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.).

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YES
YES
YES
health checks
-
-
-
Architecture support Building blocks Guidance App Architecture*
-
-
P/C/E/W P/C/E/W/TAM

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YES
YES
YES
health checks
-
-
-
Architecture support Building blocks Guidance App Architecture*
-
-
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.

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Architecture support (Business/Enterprise)

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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

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Business Enterprise

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Business Enterprise
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)

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Business Enterprise

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Business Enterprise
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.

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Business Enterprise

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Business Enterprise
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.

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Business Enterprise

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Business Enterprise
Cases submitted by Enterprise-
level customers will be
recognized and routed directly
to specially trained engineers to
ensure fast, accurate resolution
to critical issues.

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Business Enterprise

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Business Enterprise
Get help with infrastructure
planning.
Your Technical Account
Manager conducts performance
reviews, reports metrics,
collaborates on launches, and
connects you with solutions
architects.

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

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So far...
45

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Customer feedback
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Customer feedback
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“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!”

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

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

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

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

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

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5) TAM (Technical Account Manager)
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6) AWS Trusted Advisor

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AWS Support plans
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Business
Why?

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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.
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Trusted Advisor
in action

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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
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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
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Enterprise
Why?

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

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

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

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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.
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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
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Common Misconceptions
#!*?%

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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.
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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
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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.
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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.
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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.
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Final words
:-)

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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

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The Amazon Web Services support

The Amazon Web Services support

Simone Brunozzi

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