AWS Support is there to help you achieve your goals by resolving issues, providing architectural guidance, suggesting innovative ways to use services, and even finding ways to reduce your costs.

Hear from our customers on the ways AWS Support has helped them.

Snap Inc

Snap Inc. is a camera company empowering people to express themselves, live in the moment, learn about the world, and have fun together. Its infrastructure handles billions of daily snaps and messages, making it critical to build secure, scalable and reliable systems to provide a seamless user experience.

“AWS Enterprise Support has been valuable in helping meet our growing demand and architect reliable systems on AWS. We have easy access to AWS experts while we work through difficult scaling issues, ensuring we get timely answers to our questions. We also get proactive advice on operational issues and architecture reviews—all to ensure that we are building efficient, performant, and reliable solutions for the benefit of our customers and business. We value the deep relationships our AWS Technical Account Managers have built with our Infrastructure and Engineering teams to improve operational reliability, ensure security, and help us optimize our growing costs.”

Saral Jain, Director of Engineering, Infrastructure and Data - Snap Inc.

InVision

Carbon Black leverages the power of big data and analytics to solve the challenges surrounding endpoint security. VMware Carbon Black Cloud, powered by Amazon Web Services (AWS), is transforming cyber security by delivering a cloud-native endpoint protection platform (EPP) designed to protect against the most advanced threats.

“With the expertise of the AWS Support team, we were able to reduce our mean time to repair (MTTR) drastically. AWS Support technology, like AWS Trusted Advisor and AWS Personal Health Dashboard, provides us with data to catch waste, anomalies, and other operational gaps that we might have missed otherwise. With AWS Enterprise Support we get access to AWS experts and Technical Account Managers (TAM), who have been great guides, working with us throughout our planning and executing phases of product delivery on AWS. This has provided us the comfort of knowing we have help available if things go sideways. Our success on AWS has been, in large part, due to our TAM support.”

Kal D, VP Engineering - Carbon Black VMWare

InVision

InVision offers a product design platform that connects the entire design and development workflow so teams can build better products, faster. As the company expanded its AWS infrastructure footprint, it sought to optimize usage and make the most of its infrastructure. InVision turned to AWS Enterprise Support to support those goals.

“AWS Support has helped us reduce cost by 15% over the last four months, enable consolidation across accounts, and develop better awareness of improvement opportunities. With guidance from our AWS Technical Account Manager, we were able to right-size large portions of our infrastructure as well as leverage Reserved Instances to achieve more cost savings over time. AWS Enterprise Support also gives us access to technology, like AWS Trusted Advisor, that has been instrumental in providing us insight into the areas that would most benefit from our limited capacity. Since we are unable to tackle all our problems at once, prioritization is key and the technology we get as part of AWS Enterprise Support has helped inform and guide us.”

Aaron Lerch, Director of Engineering - InVision

Dynatrace
“AWS Support and Infrastructure Event Management quickly mobilize to understand our architecture and make their technical resources available. AWS Support reviewed and validated our infrastructure designs, reminded us of best practices to follow, and helped us analyze risks to ensure we were investing our time and effort in the right areas,”

Anthony Suarez, CTO - Code.org

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Dynatrace

WhiteSource is using AWS Business Support to optimize its environment and mitigate risk. Relying on the fast response times provided by AWS Business Support, WhiteSource can promptly address any technical issues that arise. In addition, the proactive, in-depth architectural guidance that comes with AWS Business Support helped WhiteSource quickly launch its business and avoid downtime and other challenges by developing in accordance with best practices from an early stage.

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Dynatrace

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation through an all-in-one platform powered with advanced observability, AI and complete automation. To provide hands-on training sessions at its annual conference, Dynatrace needed to virtually triple its infrastructure and its team turned to AWS Enterprise Support for technical expertise and assistance.

“With more than 2,500 VMs and 120 Kubernetes clusters, our automation needed to be flexible, timely, and support failover, and AWS Enterprise Support was critical in making this happen. AWS Trusted Advisor enabled us to meet the operational excellence we strive for. With training environments all over the world, the AWS Trusted Advisor allowed us to keep track of limits, ensure we are secure, and actively advised us on ways we can save on costs. Our AWS Technical Account Manager was instrumental in the coordination of limit increases and helped identify and mitigate risks that may have occurred during the event. These situations directly impact our customers and having the ability to reach out to AWS experts to work through these issues and getting answers to our questions in a timely fashion has been critical.”

Cale Gady, VP of Customer Success - Dynatrace

Verizon
“Programs like Infrastructure Event Management help us be very prepared as we move our important applications to production. We get a big bang for the buck with what we get from AWS Enterprise Support.”

Aaron Lake, VP of Cloud - Verizon Media

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National Australia Bank
“AWS Enterprise Support gives us a proactive Support measure rather than a reactive one. We have a TAM that helps us design our environment so that it is easy to support.”

Steve Day, Executive GM of Infrastructure & Cloud - National Australia Bank

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Fanduel
“AWS makes my life easier by letting me concentrate on building value for the business. AWS Support is genuinely support.”

Robin Spira, Chief Technical Officer - FanDuel

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Deliveroo
“You cannot do what we do, you cannot grow the way we grow, you cannot build the things we build if you don't have fantastic, proactive, constructive support.”

Amy Harms, Senior Engineering Manager - Deliveroo

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Autodesk
“The Technical Account Managers that we work with from AWS Support are just amazing; they are very dedicated.”

Angelo Gouvis, Senior Manager of Cloud Infrastructure (Service Operation Center) - Autodesk

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Outsystems
“We have achieved cost savings by making the process of buying reserved instances easier and more straightforward, saving a couple of millions over the last few years.”

Hugo Fragoso, Solutions Architect Manager - OutSystems

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WirelessCar
“AWS Support wants us to improve our applications, improve our utilization of services, and reduce the costs of our services.”

Tomas Riha, Platform Architect - WirelessCar

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Siemens
“AWS Support has let us find the best ways to move workloads into the public cloud. Their support helps us become cloud-native and move to an on-demand model that reduces costs.”

Ulrich Hansmair, Team Leader Cloud First - Siemens

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Sprinklr
“AWS Support helps us proactively identify areas where we can do things better. As a result, we were able to save $2.5 million.”

Jamal Mazhar, Head of Infrastructure and DevOps - Sprinklr

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Skyscanner
“AWS Support allows us to focus on cost optimization. It is not simply a 24 x 7 help desk; AWS Support includes Trusted Advisor, a technical account manager, and regular architecture reviews to efficiently operate our account and continuously improve our performance metrics.”

Paul Gillespie, Senior Principal Engineer - Skyscanner

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Trainline
“AWS Support helps us be more product-focused and use our resources where they matter. It is not just a bolt-on service, but rather a partnership that helps us drive down costs.”

David Stanley, Director of Reliability - Trainline

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Canon
“Using AWS Support has let us develop with agility. Their support lets us focus on development and business, and helps us take on new challenges."

Takashi Yagita, Senior Staff Engineer - Canon

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News Corp Australia
“Without AWS Support, we would not be able to deliver outcomes to our business that we do in the timeframes that we need. With AWS Support, we are building the media company of the future."

Tom Quinn, CIO - News Corp Australia

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Instructure
“Being in operations, rarely do you get the opportunity to turn your team into a center of innovation. With AWS Support, I believe that opportunity is actually achievable."

Wade Billings, VP of Technology Services - Instructure

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SpaceApe
“Our success is intrinsically linked to our access to AWS Support."

Nicholas Walker, Head of Technology Operations - SpaceApe Games

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Pitney Bowes
"The AWS Support team understands our needs, they understand our clients' needs, and they are working with us on a daily basis."

Kevin Bodie, Dir of SAS Platform Strategy - Pitney Bowes

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Gumi
“AWS Support enables us to focus on our core activities. We are able to focus more on what is required for our games, rather than looking after our infrastructure."

Nirav Doshi, Technical Director - gumi Asia

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Aire
“It’s not a service you get from all providers. That face-to-face time is invaluable—not just on specific technical questions we have, but also in terms of the wider picture and advice on what we need to do going forward and also why we need to do it that way. AWS Support has given us a lot of clarity and it’s speeded up our evolution as a business”

Tim Kimball, Head of Engineering - Aire

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The Seattle Times
“Our on-boarding experience was quite good with the AWS support team. It really felt like they went out of their way to answer our questions and research topics that we couldn't readily find in their extensive documentation.”

Miles Van Pelt, Senior Development Engineer - The Seattle Times

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Domain Group
"AWS Enterprise Support exceed the support we previously received from any of our other partners, and I think that is one of the reasons we are so comfortable with the platform.”

Paul McManus, Technology Director - Domain Group

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News UK
“If we’re going to be in business with a cloud provider, they must have an enterprise level of support that’s at least equivalent to historic enterprise support or to Amazon’s support—our new benchmark.”

Chris Birch, IT director - News UK

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Kaplan
"Leveraging AWS Support has been key in addressing issues that we may experience.”

Chad Marino, Executive Director of Technology Services - Kaplan, Inc.

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HTC
"AWS Enterprise Support understands our business and our goals—the Technical Account Manager (TAM) and AWS Support team do a great job of keeping us abreast of what changes to expect. They’ve helped us with everything from designing an AWS-friendly architecture support for our backup service to troubleshooting why an instance doesn’t operate the way we expect it to.”

James Pratt, Senior Director and Head of Connected Services - HTC Corporation

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UCAS
"Enterprise-level support was really beneficial for us on our A-level results day and confirmation and clearing day. We were able to have a team of AWS specialists on site to give us a high level of assurance that if there were any issues, we would be able to tackle those very quickly."

James Munson, IT Director - UCAS

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