basic support - crayon · pdf filebasic support included in our standard aws offering is the...
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Basic SupportIncluded 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 how-
to 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.
Business SupportThe 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 email, 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.
• 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.
• 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.
• 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 SupportCrayon also delivers Enterprise support for
AWS. Contact Crayon to get further
information about the content and pricing
for the Enterprise support plan.
Services Basic Support Business Support
On Boarding & Activation Support
Subscription & Billing Support
Technical Workshops N/A
24/7 Access to Customer Service, Documentation, Whitepapers and Support Forums
Best PracticesAccess to 4 core Trusted Advisor
Checks Access to full set of Trusted
Advisor Checks
Technical Support N/A24/7 Access to Cloud Support
Engineers
Technical Service Request (SR) Submission(E-mail/Chat/Phone)
N/A E/C/P
Case Severity – Response Time N/A
Urgent: < 1 hourHigh: < 4 hours
Normal: < 12 hoursLow: < 24 hours
Architecture Support N/AContextual Guidance Based on
your Use-Case
Launch Support N/AInfrastructure Event Management
(Available for additional fee)
Programmatic Case Management N/A AWS Support API
Third-Party Software Support N/AInteroperability & Configuration Guidance and Troubleshooting
Monthly Cost Included Contact Crayon
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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 www.crayon.com for support contact information.
Amazon technical support will make every reasonable effort to respond to your initial request within the corresponding
timeframes.
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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.