CHAPTER 3:Getting Support on AWS

This chapter will show you the kinds of AWS supports that are available and how to find them. You’ll learn about the four AWS support plans, what professional services are available, what kinds of online documentation and forums are out there, and what Amazon’s Trusted Advisor tool is.

View AWS rice planning at https://aws.amazon.com/premiumsupport/pricing/

For example consider a company in a Business Support plan and, in its first full month, consumed $25,000 in AWS resources, the company will pay 7% of $25,000 which equates to $1750

The Basic Support Plan

The Basic Support Plan is one of the service support plans provided by AWS (Amazon Web Services). It is the most entry-level option and is designed for users who are comfortable with AWS self-service support features. Here's a breakdown of what it offers:

Key Features of the AWS Basic Support Plan:

1. 24/7 Access to Customer Service:

?? - Support for billing and account questions.

?? - Assistance with service limit increases.

2. AWS Trusted Advisor (Limited):

?? - Provides basic checks related to security and performance.

?? - Full Trusted Advisor checks are only available in higher-tier plans.

3. AWS Documentation and Whitepapers:

?? - Extensive access to technical documents, whitepapers, and FAQs

4. AWS Developer Forums:

?? - A platform for seeking help from the AWS community.

Limitations:

- No Access to Technical Support: You will not receive personalized technical support or AWS support engineers under this plan.

- No Response Time Guarantees: While customer service is available for billing and account issues, there are no guaranteed response times for technical issues.

The Developer Support Plan

The AWS Developer Support Plan is designed to offer technical assistance for developers building and testing on AWS. It provides enhanced support over the Basic Plan, particularly suited for non-production workloads.

Key Features of the AWS Developer Support Plan:

1. 24/7 Support via Email:

?? - Business hours access to AWS support engineers for technical support, guidance on best practices, and troubleshooting.

?? - Communication is typically through email, which is suitable for non-urgent issues.

2. Response Times:

?? - General Guidance: Response within 24 hours for general "how-to" questions and advice.

?? - System Impairment: Response within 12 hours for issues causing degraded performance or impairments in your system.

?? - No immediate or urgent response times as compared to higher-tier support plans.

3. AWS Trusted Advisor (Limited):

?? - Access to core Trusted Advisor checks such as cost optimization, performance, security, and fault tolerance.

?? - Trusted Advisor helps identify areas where you can improve your AWS environment but is limited to a few essential checks (unlike the Business and Enterprise plans that provide full access to all Trusted Advisor checks).

4. AWS Support API:

?? - Programmatic access to AWS Support cases, allowing developers to open and manage support cases programmatically through the AWS Support API.

5. Best Practice Guidance:

?? - Recommendations and guidance from AWS support engineers on AWS service usage and architecture based on best practices, ensuring that you're using services efficiently.

6. Access to Technical Documentation, Whitepapers, and Forums:

?? - Continued access to AWS’s extensive library of technical resources, including whitepapers, blogs, and user forums where you can engage with the AWS community and find solutions to common problems.

?Limitations of the Developer Support Plan:

1. No 24/7 Phone or Chat Support:

?? - Support is primarily through email, with no phone or live chat options, which may not be ideal for time-sensitive issues.

2. Slower Response Times:

?? - While the Developer Plan offers quicker response times than the Basic Plan, the support response for urgent or critical issues (like a system down) is slower compared to the Business or Enterprise plans.

?? - The lack of immediate or 15-minute response times can be limiting for production-level environments.?

3. Limited Trusted Advisor Checks:

?? - Only a subset of Trusted Advisor checks is available, which might not provide comprehensive insights into all potential issues regarding security, performance, or cost savings.

4. No Architectural or Proactive Guidance:

?? - Unlike the Business and Enterprise Support Plans, there’s no proactive guidance on architecture or ongoing operational support for your AWS environment.

?? - This plan is more reactive in nature and focuses on answering developer-specific questions rather than managing broader operational issues.

5. No Access to Infrastructure Event Management (IEM):

?? - IEM, which is support for large-scale events like product launches or migrations, is not available under this plan.

Business Support Plan

The AWS Business Support Plan is designed for businesses that run production workloads on AWS and need fast, personalized support to ensure their applications are reliable, secure, and cost-efficient. It provides enhanced features over the Developer Support Plan, including faster response times, broader support for AWS services, and more proactive resources.

?Key Features of the AWS Business Support Plan:

1. 24/7 Access to AWS Support Engineers:

?? - Phone, Chat, and Email Support: Available around the clock, ensuring you can get help anytime for urgent production issues or general inquiries.

?? - Support is available for all AWS services, including troubleshooting, best practices, and general advice.

2. Response Times:

?? - General Guidance: Response within 24 hours.

?? - System Impairment: Response within 12 hours for issues that degrade system performance.

?? - Production System Impairment: Response within 4 hours for impaired production environments.

?? - Production System Down: Response within 1 hour for critical issues causing outages in production systems.

3. Full Access to AWS Trusted Advisor:

?? - All Trusted Advisor Checks: Provides access to the full range of Trusted Advisor checks, covering cost optimization, security, fault tolerance, performance, and service limits.

?? - Trusted Advisor helps you improve the security and efficiency of your AWS environment by identifying potential issues in your setup.

4. AWS Support API:

?? - Programmatic access to AWS Support cases, allowing you to create, manage, and check the status of support cases through the API, enabling seamless integration into workflows or internal systems.

5. Third-Party Software Support:

?? - Assistance with common third-party software running on AWS, including operating systems, databases, and application servers.

?? - This helps troubleshoot not only AWS services but also software that runs within the AWS environment.

6. Architectural Guidance:

?? - AWS support engineers provide guidance on optimizing your cloud architecture, including scalability, security, and performance best practices.

?? - While not as personalized as with the Enterprise plan, businesses can receive advice on how to better structure their systems for reliability and cost-efficiency.

7. Proactive Guidance on AWS Resources:

?? - Best Practice Reviews: Guidance on following AWS best practices for security, cost optimization, and architecture.

?? - Recommendations on which AWS services to use based on your specific needs, workload type, and goals.

8. AWS Health Dashboard:

?? - AWS Personal Health Dashboard: Provides alerts and remediation guidance when AWS is experiencing events that may impact your services.

9. Case and Context Management:

?? - AWS keeps a history of your past support cases, which allows for more efficient support interactions. Support engineers can view past cases to better understand the context of your current issue.

10. Workshops and Training:

??? - Access to AWS-hosted learning sessions, webinars, and resources aimed at helping your team improve their AWS expertise and operational efficiency.

?Additional Features of the Business Support Plan:

1. Access to a Support Concierge:

?? - A billing and account management expert to help with invoicing, pricing, and other AWS billing-related queries.

2. Guidance on Operational Efficiency:

?? - Regular reviews and suggestions to improve operational efficiency through better use of AWS tools like monitoring, automation, and scaling features.

?Limitations of the AWS Business Support Plan:

1. No Dedicated Technical Account Manager (TAM):

?? - Unlike the Enterprise Support Plan, you won’t have a dedicated Technical Account Manager (TAM) who provides ongoing and personalized support. Instead, AWS engineers respond to your cases as needed.

2. No Infrastructure Event Management (IEM):

?? - The Business Support Plan does not include Infrastructure Event Management (IEM), which is a proactive support option available in the Enterprise plan, specifically for large-scale events such as product launches or major migrations.

3. No Tailored Architectural Reviews:

?? - Although AWS provides architectural guidance, it is not as in-depth or proactive as in the Enterprise Support Plan, which offers comprehensive, personalized reviews for businesses requiring deep involvement.

Enterprise Support Plan

The AWS Enterprise Support Plan is designed for large organizations and enterprises with complex, mission-critical workloads on AWS. It provides the highest level of support, including dedicated account management, faster response times, and proactive services to help optimize your AWS environment. This plan offers comprehensive, personalized support to ensure businesses get the most out of their AWS investments.

?Key Features of the AWS Enterprise Support Plan:

1. Dedicated Technical Account Manager (TAM):

?? - Each organization is assigned a TAM who acts as a primary point of contact, providing ongoing strategic advice, coordination of support, and guidance on architecture and optimization.

?? - The TAM works closely with your team to understand your workloads, provide best practice recommendations, and help proactively manage your AWS environment.

2. 24/7 Support via Phone, Chat, and Email:

?? - Round-the-clock access to AWS support engineers for all AWS services and any issues, ensuring immediate help is available for mission-critical workloads.

?? - AWS engineers are available to help with troubleshooting, architectural advice, and operational queries.

3. Fastest Response Times:

?? - General Guidance: Response within 24 hours.

?? - System Impairment: Response within 12 hours.

?? - Production System Impairment: Response within 4 hours.

?? - Production System Down: Response within 15 minutes for critical issues causing outages in production systems.

?? - Business-Critical System Down: 15-minute response time for urgent, business-critical systems, ensuring immediate support in times of crisis

4. Full Access to AWS Trusted Advisor:

?? - All Trusted Advisor Checks: Continuous access to all Trusted Advisor checks covering cost optimization, security, fault tolerance, performance, and service limits.

?? - Trusted Advisor helps identify risks in your environment and offers proactive advice on how to optimize costs, enhance security, and improve performance.

5. Infrastructure Event Management (IEM):

?? - IEM provides planning and operational support for large-scale events such as migrations, product launches, or seasonal traffic spikes.

?? - AWS experts work with your team to ensure successful outcomes for high-stakes, large-scale activities by reviewing your architecture and deployment plans and offering tailored advice.

6. Well-Architected Reviews:

?? - Proactive architectural reviews based on the AWS Well-Architected Framework, which helps businesses ensure their workloads are secure, reliable, performant, and cost-efficient.

?? - TAMs and AWS experts can provide customized, detailed reviews of your infrastructure and applications.

7. Operations Reviews and Ongoing Optimization:

?? - Regular operational reviews to identify areas for improvement, including cost savings, security enhancements, and operational efficiency improvements.

?? - Continuous feedback and optimization strategies to ensure your AWS infrastructure remains aligned with your business goals.

8. Proactive Engagement and Support:

?? - AWS support works to prevent problems before they arise, offering proactive recommendations for service optimizations, security configurations, and cost-saving measures.

?? - Your TAM helps ensure best practices are followed, assisting with scaling, automating, and securing your environment.

9. Access to Enterprise-Specific Resources:

?? - Enterprise customers receive access to Enterprise Support Labs and other AWS training resources, which provide hands-on experience and learning for your team.

?? - These resources are aimed at increasing the expertise of your staff and helping your team maximize their use of AWS services.

10. Case and Context Management:

??? - AWS keeps track of your case history and contextual details, allowing engineers to respond faster and more accurately to issues by understanding your environment and previous interactions.

11. Consulting and Partner Support:

??? - Access to the AWS Partner Network (APN) for specialized consulting services, along with integration into broader AWS ecosystem services.

12. AWS Support API:

??? - Programmatic access to support cases, allowing you to manage cases programmatically through the AWS Support API.

13. Account Assistance from Billing and Support Concierge:

??? - A Support Concierge is available to help with account and billing management, making it easier to handle invoicing, pricing, and payment inquiries.

?Limitations of the AWS Enterprise Support Plan:

1. High Cost:

?? - The Enterprise Support Plan is the most expensive of AWS support plans, with pricing tied to a percentage of your AWS spend. This can be significant for companies with large AWS usage, although the value from having dedicated resources can outweigh the cost for mission-critical operations

2. Complexity:

?? - Due to the comprehensive nature of the plan, managing interactions between the TAM, support engineers, and internal teams can sometimes add complexity, requiring dedicated project management on the customer’s side.

AWS Professional Services

AWS Professional Services offers detailed guides, known as "offerings," to help achieve specific outcomes. They collaborate with third-party consultants from the AWS Partner Network (APN) to assist in building AWS deployments. Additionally, they provide public resources such as tech talk webinars, white papers, and blog posts.

Once you gain AWS expertise, joining the APN as a partner can open growth opportunities, offering access to innovative technologies, a global customer base, and official validation. APN partners can showcase their products in the AWS Marketplace and participate in AWS events, training, and certification programs.

Learn more about the APN program and AWS Professional Services at their respective web pages:

- APN: https://aws.amazon.com/partners

- AWS Professional Services: https://aws.amazon.com/professional-services

Documentation

AWS offers extensive documentation, covering hundreds of services, SDKs, and general resources. Rather than trying to read everything, it's recommended to navigate directly to the relevant page and section for your specific query. The main documentation page is located at https://docs.aws.amazon.com where resources are available in both HTML and PDF formats.

Key points:

- Use service-specific links or search engines to access relevant documentation.

- Pages are well-organized with code snippets, console instructions, and topic navigation.

- Always check for the word "latest" in the URL to ensure you're viewing the most recent version.

- The AWS Prescriptive Guidance library https://aws.amazon.com/prescriptive-guidance provides expert insights on cloud strategies and patterns.

AWS Knowledge Center

The AWS Knowledge Center https://repost.aws/knowledge-center/all serves as an extensive FAQ page, containing nearly 1,000 questions related to common issues faced by AWS customers. It covers a wide range of services, providing solutions to problems such as installing AWS CloudFormation helper scripts or understanding reserved instance expirations.

Key points:

- Questions are organized by service, and each entry includes a proposed resolution with additional links to related information.

- The AWS re:Post environment integrates many of these articles and videos, making it a great starting point for finding solutions.

- If you're facing an issue, it's a useful resource for quickly finding solutions.

security resources

AWS emphasizes security by providing a dedicated documentation page with links to practical security-related resources. The page, located at https://aws.amazon.com/security/security-learning includes blogs, white papers, articles, and tutorials on topics like security best practices and data encryption (in transit and at rest). AWS regularly updates the content, ensuring access to the latest information.

To stay informed on security developments, it's helpful to check the AWS Security Blog at https://aws.amazon.com/blogs/security

AWS Trusted Advisor

AWS Trusted Advisor is a service that helps users optimize their AWS infrastructure by providing real-time guidance and recommendations across five key areas:

1. Cost Optimization: Identifies ways to reduce costs by eliminating unused or underutilized resources.

2. Performance: Suggests ways to improve the performance of your AWS services by optimizing resources.

3. Security: Highlights security vulnerabilities and offers recommendations for securing your AWS environment.

4. Fault Tolerance: Suggests best practices to improve the resiliency and availability of your applications.

5. Service Limits: Alerts you when you’re nearing the limits of your AWS services, helping to avoid disruptions.

Trusted Advisor provides a dashboard that displays a summary of checks and their statuses, including actionable recommendations. Full access to all checks is available through Business and Enterprise Support Plans, while Basic and Developer Support Plans provide access to a limited set of checks.

link pdf: https://drive.google.com/file/d/1RWPWB1WghWlmqbNzJ90SCOAD-ZzjbW5X/view?usp=drive_link