AWS Support explains how it helps customers through proactive service, technical account managers, and tools like AWS Trusted Advisor. The service focuses on enterprise-level support and cost savings while keeping customers at the center of everything AWS builds.
AWS Support is a one on one fast response channel. Staffed 247365 around the globe by experienced technical support engineers. You can save money and time by connecting with AWS experts that will help you build your application in the cloud. Plans are month to month and you can cancel at any time.
What makes AWS Support different from other support organizations is first and foremost, we were born out of an extremely customer focused company which is Amazon.com, we take a very proactive approach at support instead of the traditional reactive, you know, I have something broken, can you help me fix it? We hire great engineers, we are training those people, we're enabling them with great technology. But really what we're trying to do is communicate the mission that we're on and find the kinds of people that want to be on that mission, that mission to help customers.
Having the ability to pick up the phone and call someone who can either answer your question right away or get you an expert on the phone very, very quickly to answer a question is fantastically helpful for large enterprises like ours.
Customers who select business or enterprise level support can interact with engineers via phone, chat, email and live screen share. We'll help configure common third party software, provide architecture guidance and grant access to AWS Trusted Advisor and our support APIs.
It's been an excellent experience. We work with them very closely. They were able to answer many of our questions and have followed up afterwards to make sure that we had the support that we needed and that we had the process within the team that we needed to move forward.
It was not just a matter of of getting a support from aws, it was more of they were advisors to us, they were guiding us in the right direction. AWS Trusted Advisor has given us a real good benefit in terms of cost savings. Specifically, when we review the reports, we are able to see how many instances are underutilized, how many instances are not are not using full capacities.
AWS Trusted Advisor analyzes your usage of aws, compares the results to best practices and recommends options that can save you money, close security gaps and improve system reliability and performance.
We built Trusted Advisor because customers were just asking for best practice guidance so frequently. We then realized over time that we can actually build software that we can use technology to really go further than we ever thought we could.
It tells you the problem areas. Do you need to look into it and resolve those issues before they really become a problem?
If we didn't have enterprise level support from aws, it would be a lot harder to resolve incidents quickly, which would affect our customers and we would be using AWS a lot less efficiently. But the second thing, and this is probably what we didn't expect initially, is that beyond just resolving incidents, it's helped us optimize our use of AWS.
Enterprise level support provides critical 15 minute response times. A dedicated technical account manager that knows your application business reviews custom billing reports and expedited routing for critical issues that can result in quicker mitigation and resolution times.
Enterprise Support gave us great opportunity to have a good balance between cost saving and enterprise level service. Without enterprise support, HDFC would be focusing on the wrong thing. We need to focus on product innovation and delivery. That's kind of our core competency. So without Enterprise support, we would be stuck.
If we took enterprise support away, we would be extraordinarily challenged to solve the needs of our clients, to have the access to the information that our customers.
Require in AWS support. We're really proud of where we've come, but there's a saying inside Amazon which is it's still day one and we haven't even had breakfast yet. We see so many opportunities to continue to innovate, continue to invest in technology, continue to invest in the customer experience. And so we will continue to work on raising the bar on world class customer experience for all AWS customers.
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