2. Provides
architectural
guidance
and
training
Helps
customers
receive
the
best
value
from
AWS
services
Provide
technical
support
and
guidance
Provide
accounts
/
billing
support
and
guidance
AWS
Professional
Services
AWS
Partners
Technical
Account
Manager
Enterprise
Support
Engineers
Concierge
Team
Solu;ons
Architects
Account
Manager
Customer
<customer>@amazon
AWS account team for Shop Direct
3. AWS support
Basic Developer Business Enterprise
Customer Service - 24x7x365 ü ü ü ü
Support Forums ü ü ü ü
Documentation, White Papers, Best
Practice Guides
ü ü ü ü
Access to Technical Support Support for Health
Checks
Email (local
business hours)
Phone, Chat, Email,
Live Screen Sharing
(24/7)
Phone, Chat, Email,
Live Screen
Sharing, TAM (24/7)
Response Time <12 hours <1 hour <15 minutes
3rd Party Software Support - Beta ü ü
AWS Trusted Advisor - Beta ü ü
Infrastructure Event Management Contact Us for
Pricing
ü
Direct Access to Technical Account
Manager (TAM)
ü
aws.amazon.com/premiumsupport
4. Supporting activities through peak
Starting in
Development
1. Cloud Surgeries
• Regular cadence – every week
on-site
• Attend morning stand-ups
• AWS service updates
• Deep-dive on AWS topics – HA
on singleton instances
During Testing and
Peak Trading Days
2. Infrastructure Event
Management (IEM)
• Whilst non functional test
runs were happening
• During Peak Trading Days
(Cyber Monday)
• Heightened level of support
from AWS engineers
Continued Operations
3. Service Review Calls
• Held with the Ecommerce
team
• Track activity and issues
• Run through open and closed
Support Calls
Cloud Surgery
13. The different stages
• Provisioned supporting environment
• Produced standalone ‘test’ offering for Very.com (former
international brand)
• Repeatedly built and tore down environments based on
configuration in Amazon accounts
• Class size selection
• Brand by brand migration
15. Overcoming the challenges
• Support of AWS and Oracle Consulting
• Automation – repeatable build
• Flexibility to fail fast
• Building blocks for innovation
17. The long term picture
Optimised!
storage!
Personalisation via
big data!
Experimentation!
at scale!
18. A few pointers
• Don’t change for change’s sake
• S3 as delivery mechanism
• Decouple – use application web service
calls wisely
• Use your Amazon account team
19. Supporting activities going forward
Cloud Surgeries
• Regular cadence – every 2
weeks on-site
• Deep-dive on AWS topics – blue
green deployment and scaling
Environment Right-Sizing
and Cost Reduction
• Utilise new Instance Types
• Using new Billing and Cost
Management Information
• Exploring Reserved
Instances
Support New Strategic
Initiatives
• Professional Services Team
Engaged
• Leveraging cross industry
knowledge
Cloud Surgery