ES Key Features
What are some training tools we offer to customers?
Qwiklabs, immersion days, game days, access to experts, and lunch and learns.
Can I just call you when I have a problem and you will help me take care of it?
You can always call me, but the fastest way to get the ball rolling is to open a case from the AWS console. This will ensure that the case is routed to a CSE with the proper skills and expertise to answer your specific question. For a faster response, I recommend Click to Call or Click to Chat. In addition, you can contact me and I can help drive more a rapid response if the issue is urgent.
How is a TAM different than my SA or AM? If they can’t escalate why do I need any of you?
Your account manager is your primary business liason and handles more complex account and billing questions. Your SA is a consultant software and infrastructure design expert. Your TAM is your primary point of contact for most daily operations questions as well as a primary escalation path. We all work together to make sure you get full support coverage
From what you told, I see that you are also TAM for company X. how we can ensure our data will not be shared with other customers?
At AWS, we take our customer's privacy and security very seriously. We have strong NDAs in place to protect our customers privacy and information, it is not in our best interest to breach any customer’s privacy and it’s strongly against our culture and principles.
We saw service X released and we are looking for way's to use it can you help us with it?
Absolutely. As your TAM, I can schedule immersion day where either one of us from the account team or a specialist will join and give lecture on the topic, discuss about use cases and can also have hands-on lab to help you better understand the service.
What is an Infrastructure Overview? When would you schedule this?
Infrastructure Overview: As a part of our onboarding process, we work hard to understand your critical applications and priorities. We will be setting up a separate meeting to deep dive into this with you to ensure we understand your workloads in more detail.
Schedule 1st 30 days.
Can I just open all my cases from my main account?
Please open the case from the account where the issue/problem actually occurred. Otherwise, it will be more difficult for the support engineer to track down the impacted resources. Furthermore, because we do not share information between AWS accounts, we may be prevented or delayed when helping resolve the issue if it is opened from the wrong AWS account.
Can you help our engineers/staff learn AWS?
We can mention about Qwiklabs credits that customers would be entitled to as part of their enterprise support plan. Each year Enterprise Support customers are entitled to receive 500 QwikLABS credits. Unused credits will expire 12 months after the day in which they are applied and will not be rolled over to the next year.
How is AWS Personal Health Dashboard different from the AWS Service Health Dashboard?
The Service Health Dashboard is a good way to view the overall status of each AWS service, but provides little in terms of how the health of those services is impacting your resources. AWS Personal Health Dashboard provides a personalized view of the health of the specific services that are powering your workloads and applications. Personal Health Dashboard proactively notifies you when AWS experiences any events that may affect you, helping provide quick visibility and guidance to help you minimize the impact of events in progress, and plan for any scheduled changes, such as AWS hardware maintenance.
Can you give us a breakdown of our expenses and costs?
Let's schedule your MBR/SBR.
What is Proactive services?
Delivered by AWS Support experts to review health of cloud operations, optimize costs, and scale workloads efficiently through workload reviews, best practices workshops, and deep dives
I don't want to give all my developers console access, but I want them to be able to open cases. What should I do?
It is possible to open cases using the AWS CLI or via APIs. Users accessing support via these means will need to be granted IAM permissions to do so.
What exactly is a Concierge team and how can they help customer?
Concierge brings the expertise with Account and Billing management, concierge team is only dedicated to Enterprise Support, they have experience in dealing with large enterprises. Concierge team can deliver support tool workshops.
If we get hacked how is Amazon going to help us?
If you’re concerned with a security incident let’s get the security team involved ASAP. We cannot log into your account but there are some steps we can take to mitigate some attacks. If you are afraid you are compromised deleting any compromised instances and recreating them using known good AMIs is often a good start.
Can CSE login to our bridge for Critical cases?
We have a specific application approved by our InfoSec team that we can do screen shares and conferences
What is a Business Review?
TAM and account team are in sync with your business priorities and ensuring that our activities support those outcomes. We also review your financial data, support case trends and many other key aspects.
Why shouldn't I open all my cases at the highest severity level?
You might want to always open cases at the highest severity allowed by your support plan. However, we strongly encourage that you limit the use of the highest severities to cases that can't be worked around or that directly affect production applications. Plan ahead to avoid high-severity cases for general guidance questions.
What exactly is operations review, As a TAM what are you going to do with architecture?
Operations review is a standard process used by TAMs to discuss AWS cloud operations best practices with customers, understand customers Cloud Operations approach and then will guide customers towards Cloud Operation excellence
Amazon is our competitor, how do we protect customer information from Amazon itself?
We have multiple layers of compliance, encryption, and internal isolation to ensure customer privacy.
Can you help us debug our software?
We can provide best effort assistance with standard non-AWS software or systems, but we are not able to debug code. If, however, you are having trouble interacting with AWS services (S3, SQS, etc.), these are cases we are equipped to handle.
What is Support Planning? When would you schedule this?
At a high level, the goal of support planning is to understand what strategic business outcomes the customer is looking to achieve and ensuring those are memorialized, allowing TAMs to focus on high value tasks which help contribute to these outcomes. Schedule first 30 days.
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If my site is down, I can't wait for 15 minutes to hear from you. What should I do?
Create the case under critical priority and request a chat or a phone call. Any time a critical case is being created, your TAM and other AWS stakeholders are paged. Reach out to your TAM for any escalation or immediate attention.
Can you open support case for us?
Yes, I can create support case for you in case of any emergencies like you don't have access to create a support case etc. but the best practice/recommended approach is that you open them yourself as it ensures the case has the best possible description of the situation, the proper contact information, etc. which will help to get the fastest and best response to your cases.
I am about to launch a new product, what guarantees do I have Amazon will not steal my idea and compete against me?
We have very strong NDAs, we silo customer data, and give minimum required access to employees. It is not in our best interest to breach any customer’s privacy and it’s strongly against our culture and principles. We also encourage you to encrypt your data to guard against anyone having access to it.
Will you hand over data I store in region X if asked by a foreign government?
That is a question that would need careful consideration by our legal department.