AWS Partner Network (APN) Blog

Announcing Enhanced Capabilities for AWS Partner-Led Support

By Philip Maggs, Principal Product Manager, Tech – AWS Support

AWS Support is excited to announce the availability of AWS Partner-Led Support (PLS), with an expanded portfolio of proactive benefits exclusive to AWS Partners.

Partner-Led Support enables partners to offer high-quality support to customers, leveraging specialized tooling and knowledge built on the experience of the AWS Support team. PLS allows you to rapidly resolve common issues, and provides partners with Premium Support, including access to AWS resources on behalf of your customers when required.

PLS enables partners to monitor the health of customer environments by leveraging automated alerts that help you avoid disruption and accelerate issue remediation, along with guidance to monitor support cases, and best practices for engaging with AWS Support.

Why it Matters for AWS Partners

Customers implementing sophisticated solutions based on AWS technologies often seek out qualified partners who bring their industry expertise to the table and help accelerate a return on investment (ROI) that achieves business outcomes faster.

Partner-Led Support offers AWS Partners the opportunity to expand their sources of recurring revenue by complementing and supplementing AWS capabilities in delivering technical support to customers, along with extending the reach of AWS expertise to more diverse markets.

PLS offers partners the following enhanced capabilities:

  • Learn the latest best practices with a curated training plan that offers troubleshooting lessons, covering frequently escalated issues for our most widely adopted AWS services.
  • Secure access to AWS diagnostic tools used by AWS Support that can accelerate customer issue resolution. These tools help you maximize overall productivity, and improve your customers’ support experience by providing visibility into service metadata to resolve more customer issues directly.
  • 24/7 premium access to AWS experts, including AWS specialist Technical Account Managers (TAMs), a 15-minute case response time for high-severity issues, and a Concierge service to address your specific account and billing needs.
  • Scalable pricing as you grow your AWS footprint, with the ability to aggregate total AWS usage.
  • Opportunity to showcase “Backed by AWS Support” as a validated AWS Specialization to help customers easily identify partners who offer AWS Partner-Led Support.

These capabilities empower AWS Partners to offer a higher level of support to their customers, with the confidence of knowing they are Backed by AWS Support. Learn more about the latest offering of Partner-Led Support.

Getting Started

For enrollment information, please contact your AWS Partner Development Manager (PDM). AWS Solution Providers can refer to the Solution Provider Program Terms and Solution Provider Discount Guide available in AWS Partner Central (login required).