In this session you'll learn how to take advantage of unique properties of the cloud and how to ensure you have expert engineering help along the way. We'll tell you about the AWS global support operations and how they can assist you 24x7, show you the fantastic set of checks available in our automated Trusted Advisor tool and give you tips and tricks on how to realise cost aware architectures.

1. Supporting &
Optimising your
AWS experience
James Brown
Business Development Lead

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

3. Built on top of Legacy of Customer Obsession

4. AWS Support is a Global Organization
Current Sites
2013 Expansion
Remote TAM
•
Our team consists of professional, highly skilled
engineers with locations in North America, Europe,
Australia, Asia and Africa.

5. More Than Just Break-fix
• AWS Support is much more than traditional, reactive
troubleshooting.
• In addition to 24/7/365 reactive break-fix with highly skilled
engineers, support subscriptions includes an unlimited number of
cases to:
1.
2.
3.
4.
5.
Help you get started with AWS
Get recommendations to be more secure, lower cost, and more
available
Discuss your architecture and best practices
Ask questions on how to successfully integrate the 200+ annual AWS
feature releases
Configuration help for a growing list of 3rd Party Software

6. Proactive support in action
• Customer Use Case:
• Would like to leverage EMR to analyse log files, coming at the problem with no
background on the technology
• Leveraged a Support Case to go over their use case and interact with an EMR expert on the
Dublin Support Team
• Thorough support, ended up causing us to no longer need a 1 day EMR 101 Bootcamp
• In their own words, from start to finish:
• “I've just picked up the EMR task this morning and have zero experience with it.”
•
– Jan 23, 2013 12:08 AM
• “… your example goes that much further and is going to be very useful thank you … you've
been very helpful so far!”
•
– Feb 13, 2013 8:30 AM
• “… this is great progress. You're a bit of a Legend Dag thanks :)”
•
– Feb 19, 2013 2:57 AM

7. Infrastructure Event Management
• Designed for short-term, tactical engagements
• Assigns a TAM or high-level Support Engineer to help a customer
prepare for a known event that will scale or challenge their
infrastructure beyond normal limits, i.e. a public campaign/event,
seasonal usage spikes, viral/DDoS, etc.
• Engagements will start with discovery, proceed with planning and
execution, and end with a review
• IEM is included with Enterprise-level, but can be purchased for one-time
events along with Business support

8. 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.

9. Customer Stories
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 realtime 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.

10. 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.

11. AWS Trusted Advisor
• What is Trusted Advisor?
• An online service offered by AWS Support that provides best practice recommendations that will
improve the performance, security, and fault tolerance of your application and save you money.
• 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
with a warning , or tell you that everything is good .
• 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 learning's of other customers and best practices for each service.
• Provide proactive recommendations to customers to detect and avoid issues before they
happen.
• How will Trusted Advisor help me?
• During the month of March, 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.

12. The Four Categories
• Cost Savings
• The goal of this category is to save customers money by identifying AWS resources that are
underutilized, idle, allocated but unused, and by recommending opportunities to save by
committing to resources over a period of time (1 year, 3 years).
• Security
• Less than optimal security practices put your AWS application at risk. The checks in this
category focus on security best practices and highlight areas where you may be exposed or
not taking advantage of security features designed to make your account more secure.
• Fault Tolerance
• With the cloud comes great flexibility and scale but not all customers use theses
capabilities to their advantage. Fault tolerance checks are designed to recommend actions
that will make your application more resilient by avoiding common mistakes made when
transitioning to the cloud.
• Performance
• Our newest category, this section focuses on ensuring that you get the performance that
you pay for by indicating over-utilized instances and sub-optimal configurations.

13. Accessing your Report
• Trusted Advisor can be accessed through the Support
Center, which can be reached via the console by clicking
on “Help -> Support” in the upper right menu or
navigating directly to http://aws.amazon.com/support/
• There is a “Trusted Advisor” widget at the bottom left of
the page. Click on “Managed all Trusted Advisor checks”
to see the dashboard or the link within each category to
jump straight to the relevant section.
• Alternatively, you can type in and bookmark
http://aws.amazon.com/support/trustedadvisor/

14. Customer Feedback
Amit Vora, CTO, Hungama
AWS Trusted Advisor helped Hungama save
over 12% 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.

15. Enterprise Account Team
Dedicated enterprise
engineer for technical
inquiries and escalations
Account
Manager
TAM
365x24x7 Team of
Engineers Available
Enterprise
Support
Support Team
Helps ensure customers are
receiving the best value from
AWS services
Solutions
Architect
Works with the TAM to provide
architectural help with projects
and design needs

16. Common Customer TAM Requests
• Orchestrate resources within AWS to help Enterprise customers in the best
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•
•
•
•
•
•
possible way
Resource optimization review – prepare recommendations to help increase
availability, reduce costs, and improve security
New product introduction review – highlight where new products benefit the
customer’s use case and architecture
Keep the customer aware of AWS roadmap and advocate for their development
interests with the right AWS teams
Event Management – coordinate AWS service teams and AWS Support for
important launches
Consultation on resource planning and operational plans for instance management
Regular meetings to review support cases & general technical queries
Participate in meetings as an AWS expert

17. Support Center & Trusted Advisor APIs
• Customers can use their existing ticketing systems to manage their
support cases, receive case updates, and access AWS TA results.

18. Thank You!