Shaun Norris is the leader of the AWS Support site. AWS Support is a global organization that provides different tiers of technical support to AWS customers depending on their needs, from basic support to enterprise support. AWS Support helps customers launch migrations to AWS through advice, architecture design discussions, and assistance with AWS services and third party software. They also provide proactive support through tools like AWS Trusted Advisor, which provides recommendations to customers to improve security, performance, fault tolerance and reduce costs. Case studies show how AWS Support partners with customers like NASA, Obama for America, and Shazam to ensure their AWS infrastructure is optimized and to assist with issues during high profile events.

1. Shaun Norris
AWS Support Site Leader
Supporting & Optimizing your AWS Experience

2. Built on Legacy of Customer Obsession

3. AWS Support is a Global Organization
Current Sites
2013 Expansion
Remote TAMs

4. Customer Service
• Accounts and Billing enquiries, non-technical issues
• Open to all AWS customers
Technical Support
• Level of engineer engagement depends on customer choice
• Commitment to our customers has lead to innovations such as Support for
Health Checks and Trusted Advisor
AWS Support

5. Basic Support
Developer Support
Business Support
Enterprise Support
Technical Support Options

6. AWS Support will help launch your migration to the cloud:
• Help you get started with AWS
• Provide best practice advice with Trusted Advisor
• Discuss your architecture design
• Learn how to integrate the 150+ annual AWS feature releases
• Assist with a growing list of 3rd Party Software
Proactive Support

7. Different levels
of support to
match the
support needs of
our customers
Support Product
Feature Matrix

8. Customer opened a Support Case via the AWS Support Centre
“We would like to leverage Elastic Map Reduce (EMR) to analyse log
files, and are coming at the problem with no background on the
technology”
Case was picked up by an engineer with EMR expertise on the Dublin Support Team
Engineer walked customer through how to get started with EMR
Proactive support in action

9. In the customers own words:
• “I've just picked up the EMR task this morning and have zero
experience with it.”
• “… your example goes that much further and is going to be very
useful thank you … you've been very helpful so far!”
• “… this is great progress. You're a bit of a Legend - thanks :)”
Proactive support in action

10. AWS Trusted Advisor
Best practice recommendations to improve the performance, security, and
fault tolerance of your application and save you money.

11. AWS Trusted Advisor
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
• confirm that the check has passed

12. Trusted Advisor - Four Categories
Cost Savings
Security
Fault Tolerance
Performance

13. Amazon Confidential
Save Cost

14. Amazon Confidential
Be More Secure

15. Amazon Confidential
Improve Availability

16. Amazon Confidential
Upgrade Performance

17. AWS Trusted Advisor
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 learnings of other customers and
best practices for each service.
• Provide proactive recommendations to customers to detect and avoid
issues before they happen.

18. AWS Trusted Advisor
How can Trusted Advisor help me?
During the month of March 2013 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.

19. Accessing Trusted Advisor
Accessed through the Support Center
at http://aws.amazon.com/support/
There is a “Trusted Advisor” widget at
the bottom left of the page.

20. Customer Feedback
Amit Vora, CTO, Hungama
AWS Trusted Advisor helped Hungama save over 33% 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.
Chidananda AJ, Infrastructure Manager, Inmobi
We started following the Trusted Advisor recommendations and it has
assisted us in bringing down our monthly bill by 20% over in just two
months. This tool from AWS Support has helped us to save not only
on costs but also optimize performance, improve availability and
security of our AWS infrastructure

21. Business Support
Starts at $100 per month
Unlimited cases
Phone, Live Chat or Email directly with experienced engineers
1 hour SLA for the most urgent cases
Unlimited access to Trusted Advisor
Proactive ‘getting started on AWS’ Support
No long-term commitment
Backed by our global team of Cloud Support Engineers
Extensive experience supporting wide variety of AWS use cases and
services

22. Support Center & Trusted Advisor APIs
Announcing public beta of AWS Support APIs –
released April 30th
• Create and manage Support Center cases
• Access Trusted Advisor report data and integrate it into
your applications
Customers can use their existing ticketing
systems to manage their support cases, receive
case updates, and access AWS TA results.
SDKs will be available for – Ruby, .NET, Java,
JavaScript, Powershell/CLI, and PHP. Python
will be released shortly after launch
We will be releasing a code sample
demonstrating how you can create your own
Trusted Advisor Widget similar to what is
displayed in the Support Center.

23. Enterprise Support
Technical Account Manager assigned to each customer
15 minute SLA for the most urgent issues
Management Business Reviews
White Glove case routing to our best engineers
Infrastructure Event Management

24. Amazon Confidential
Customer Stories
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.

25. Amazon Confidential
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.
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.

26. Customer Feedback – Twitter
“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”
“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!”
“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.”
“Very impressed by the quality
of @awscloud's
support/helpdesk. That's how
it should be everywhere. #aws
#cloud #support #impressive”
“Impressed with #aws tech support. Responsive, knowledgeable and helpful.”

27. Questions?

28. Thank You!