AWS Infrastructure Event Management

The AWS Infrastructure Event Management (IEM) program was created to provide customers with a short-term, critical level of support for a project or event and gives you direct access to a senior engineer who will partner with your team to gain a deep understanding of your use case. In addition to the assigned engineer, IEM leverages the global support and engineering presence of AWS through Business and Enterprise-level support to ensure your project has resources available 24x7 even when the engineer is unreachable. Our engagements follow a structured plan of action and the support engineer will provide architectural and scaling guidance, best practices recommendations, and project management with real time engagements for an event. IEM can be used to meet your needs for several unique types of events such as advertising campaigns, new product launches, sporting and music events, or even infrastructure migrations to AWS. If you would like to request IEM support for one of your upcoming events, please contact your sales representative.

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Features

IEM manages architectural and operational support, specializing in quick moving projects with specific deliverable dates. An event must have an identified release or launch date to qualify for this program. The time-frame of the actual engagement can be anywhere between one to three months.

Events are managed in three different phases by AWS Support.

  • Initiation: This phase includes an introduction with the senior support engineer and a discussion to understand the event and its specific use case. The engineer will then provide a proposed architecture solution, resource recommendations and deployment guidance, along with a review of your accounts including cost estimates.
  • Planning and Execution: This phase will include assistance with customer led load testing with real time AWS Support reviews of the results. Post-test analysis will be carried out and guidance on architectural changes ahead of the event will be provided if necessary. Issues identified during the launch of the event will be routed to specially trained AWS engineers to ensure fast and accurate resolution.
  • Review and Closure: The support engineer will carry out a post-event analysis that covers the details of each phase of the event. A scaling down guidance for reducing the limits of resources will be provided. This phase will also include the final cost analysis and billing.
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IEM Success Stories

"During President Barack Obama's reelection campaign we, the campaign technology team, made the decision to use Amazon Web Services exclusively to support our infrastructure needs. To make sure that we were successful, we relied extensively on the support options that Amazon Web Services offered. We worked closely with AWS Support to troubleshoot and solve the varied issues that arose. One of the keys to our success was having a Technical Account Manager who knew our infrastructure and advocated for our needs to all the internal AWS groups. Our TAM was monitoring our AWS resources during high volume events like the debates and Election night and proactively mitigating potential issues before they impacted our users. Our experience was well beyond the traditional break-fix reactive support mode, instead we truly felt we had a partner with our TAM and the entire AWS support team. They were as much committed to our success as we were."

Harper Reed, CTO at Obama for America

"A large contributor to the success of Shazam’s Super Bowl event was the work done beforehand with the help of AWS Enterprise Support. Working hand in hand with a dedicated Technical Account Manager, the support team provided real-time assistance, ensuring our application would scale to meet the anticipated demand of the event. In addition to the upfront support, the AWS Enterprise Support team also provided around the clock monitoring and assistance from the US and Europe during the event, and had AWS engineering resources on standby should their assistance be required."

Jason Titus, CTO, Shazam

"NASA Jet Propulsion Laboratory is a premiere NASA center for robotic exploration of Earth, our Solar System and beyond. Prior to the Mars Science Laboratory landing in August, 2012, NASA JPL selected Amazon Web Services to provide infrastructure services supporting mission operations and web and live video streaming for NASA JPL's public outreach activities.

In order to ensure that these elements of the mission were successful, and that the world-wide public could participate in the wonders of Mars as soon as the pictures came down from Mars, JPL relied on support offered by Amazon Web Services. Prior to the landing, JPL engaged the AWS Support and their Infrastructure and Event Management (IEM) program to review software architectures, available capacity and operational practices and work closely with the Solution Architects. As the Curiosity rover was landing on Mars and provided live images from the surface of the Red Planet, the world participated via solutions developed by NASA/JPL and hosted on AWS. AWS and JPL teams worked side-by-side to quickly identify and resolve any issues that arose. The assistance provided by an on-site AWS Support Technical Account Manager and Solution Architects who were familiar with JPL's environment allowed AWS to rapidly engage additional resources as needed. Both JPL and AWS teams continuously monitored Curiosity's operational and outreach systems.

JPL's mission was a success and the world was able to witness in near real time the amazing engineering achievement of an automated pinpoint precision landing of a two thousand pound rover on Mars. We are looking forward to following the new science and drama about habitability that will unfold on Mars."

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