On Boarding & Activation This support service covers help and guidance

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2 Basic Support Included in our standard AWS offering is the Basic support plan. This plan is suitable for all organisations that are new to AWS technology, as well as Independent Developers, and for ISVs or Service Providers looking to expand their business in the Cloud. The following service and support elements are included in the Basic Support Plan: Subscription & Billing Help and howto support about AWS licenses, billing and payment. Handles questions about the monthly AWS billing and the routines related to this. On Boarding & Activation This support service covers help and guidance during the initial on boarding and activation of the AWS platform. For example, you will receive guidance on how to correctly activate AWS services, and support on the administration of subscriptions in AWS. Best Practices Online AWS resource will help you to reduce costs, increase performance, and improve security by optimising your AWS environment. Trusted Advisor provides real time guidance to help you provision your resources whilst following AWS best practices. All AWS customers have 24/7 access to customer service, documentation, whitepapers and support forums.

3 AWS Support API Programmatic access to AWS Support Centre features to create, manage, and close your support cases, and operationally manage your Trusted Advisor check requests and status. Business Support The Business support plan is suitable for customers who are bringing their AWS environments from test and development to production, or where the environment is becoming business critical. The plan includes all elements from the Basic plan, and in addition it includes the following: Technical Support 24/7 You have direct access to Amazon Cloud Support Engineers via , chat & phone on a 24/7/365 basis. There are no limitations on the number of incidents per year or users who can submit service requests. Third Party Software Support Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components. Technical Workshops One technical workshop per year is included. In addition, other customised workshops can be ordered. Enterprise Support Crayon also delivers Enterprise support for AWS. Contact Crayon to get further information about the content and pricing for the Enterprise support plan. Architecture Support The Business support plan will give you contextual guidance on how services fit together to meet your specific use-case, workload, or application. Trusted Advisor You will receive access to the full set of Trusted Advisor checks and guidance to provision your resources following best practices, to help reduce cost, increase performance and fault tolerance, and improve security.

4 Services Basic Support Business Support On Boarding & Activation Support Subscription & Billing Support Technical Workshops 24/7 Access to Customer Service, Documentation, Whitepapers and Support Forums Best Practices Technical Support Technical Service Request (SR) Submission1 ( /Chat/Phone) 2 Case Severity Response Time Architecture Support Launch Support Access to 4 core Trusted Advisor Checks Access to full set of Trusted Advisor Checks 24/7 Access to Cloud Support Engineers E/C/P Urgent: < 1 hour High: < 4 hours Normal: < 12 hours Low: < 24 hours Contextual Guidance Based on your Use-Case Infrastructure Event Management (Available for additional fee) Programmatic Case Management AWS Support API Third-Party Software Support Interoperability & Configuration Guidance and Troubleshooting Monthly Cost Included Contact Crayon 1 Applies to the technical support services. Customer Services such as On boarding & activation support and License & billing support have support channels defined per country, see for support contact information. 2 Amazon technical support will make every reasonable effort to respond to your initial request within the corresponding timeframes.

5 Crayon takes care of the hazards and makes the complicated simple, allowing our customers to focus on their business, instead of worrying about their technology. Make your way, the Crayon way.

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