Support

Question 1

Infrastructure Event Management (IEM)

Answer 1

offers architecture and scaling guidance and operational support during the preparation and execution of planned events, such as shopping holidays, product launches, and migrations

Included in the Enterprise Support Plan
(Business Plan can pay a fee to use)

Question 2

Technical Account Manager (TAM)

Answer 2

• proactively monitors your environment
• assists with optimization
• coordinates access to programs and AWS experts

Question 3

When is the Developer Support plan recommended?

Answer 3

Recommended if you are experimenting or testing in AWS

Question 4

When is the Business Support Plan recommended?

Answer 4

Recommended if you have production workloads in AWS.

Question 5

When is the Enterprise Support plan recommended?

Answer 5

Recommended when you have business or mission-critical workloads in AWS

Question 6

What are differences between the free plan and paid support plans in regards to methods for contacting support?

Answer 6

Free plan - only via email
Developer - business hours, via email
Business - 24x7 phone, email or chat
Enterprise - 24x7 phone, email or chat

Question 7

What benefits do Enterprise accounts get?

Answer 7

Proactive Reviews
Trusted Acct Mgr
Free Infrastructure Event Management
Well architected reviews
Concierge Support

Question 8

What’s the difference in production support response times for Business and Enterprise accounts?

Answer 8

Business:  
    < 4 hrs production system impaired, 
    < 1 hour production system down
Enterprise: 
    < 4 hrs production system impaired
    < 1 hr production system down, 
    < 15 min business critical system down

Question 9

what is a key difference in the types of tickets a Developer plan can open vs. the free plan?

Answer 9

Both can open:

• account and billing questions tickets
• request service limit increase tickets

Only paid plans can open technical support tickets.

Question 10

what are some questions you can ask your enterprise plan Support Concierge

Answer 10

• How is my monthly bill calculated?
• How can I optimize costs?
• How can I restructure my consolidated bill?
• How can I locate the service limits for my accounts?
• How can I identify underutilized resources?
• How can I manage multiple linked accounts on a consolidated bill?
• How can I make a bulk Reserved Instances purchase?