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.
SOTI is a proven innovator and industry leader for mobility and Internet of Things (IoT) management. Globally, over 17,000 companies depend on SOTI to enable their strategies for mobile devices, applications, content, and endpoints for IoT. To help manage the massive infrastructure required to support these customers, SOTI turned to Amazon Web Services (AWS) and AWS Enterprise Support.
“AWS Enterprise Support provides guidance on new AWS services and access to subject matter experts for any issue that may arise. Our dedicated Technical Account Managers (TAMs) are highly valued and help us audit cases and tickets that come in. AWS Support technology and programs, such as AWS Trusted Advisor and AWS Personal Health Dashboard, are also very useful tools. The entire AWS team is collaborative and continually informs us of beneficial programs and initiatives that are aligned to our strategies."
Jason Ezard, Senior Manager Cloud and Compliance, SOTI
Telecoming is a global company that deploys a complete suite of technologies for digital services monetization. Built on Amazon Web Services (AWS), Telecoming’s platform integrates revenue generation tools based on user acquisition, user engagement, and business optimization.
“With guidance from AWS Support, we have achieved zero downtime in production loads through monitoring and troubleshooting—and a considerable cost reduction. Our top AWS Support applications are AWS Personal Health Dashboard, which sends alerts on real time issues that may impact us, and AWS Trusted Advisor, which helps us apply best practices to our infrastructure. AWS Enterprise Support has been a differential milestone in our relationship with AWS. Our Technical Account Manager (TAM), in addition to being a techno-expert, is a great communicator, concerned with understanding our business model to optimize costs and ensure the quality of service. The entire AWS account team is made up of people who strive for excellence and help us continue to grow. The question is not what they have already done, but what we will achieve by working together.”
Adrián Gallegos, Chief Technology Officer – Telecoming
Coupa Software is a global technology platform for Business Spend Management (BSM) that provides prescriptive insights that enable businesses to spend smarter. Building on Amazon Web Services (AWS), Coupa Software looks to AWS Support for technical support and guidance on optimizing its AWS infrastructure.
“AWS Enterprise Support provides us with deep technical expertise in identifying and solving problems quickly and guidance on improving resilience and availability. AWS Trusted Advisor reports provide valuable insights on resource usage, which has helped us save costs and improve resilience by reducing our Amazon Elastic Compute Cloud (Amazon EC2) instance usage and Amazon Elastic Block Store (Amazon EBS) volume. AWS Infrastructure Event Management (IEM) helps us with significant rollouts of database upgrades by covering all aspects of the performance, resilience, service limits, monitoring, and escalation matrix. Our Technical Account Manager (TAM) goes above and beyond to meet our needs, and along with our Solutions Architect are our go-to people to solve any problem, whether it is a technical challenge related to an open-source product or commercial product license usage optimization project. They bring in experts across the board at lightning speed to solve the issue and make our business stakeholders happy.”
Chid Elumalai, Senior Director of Global Head of Operations and SRE – Coupa Software
TiVo platform technologies offers unique digital entertainment technology platform and consumer-facing media and entertainment products. Built on Amazon Web Services (AWS), TiVo sought to launch TiVo Stream 4K, which creates one combined experience across streaming apps and live TV, and turned to AWS Support for assistance.
“The AWS Support team has been exceptional in identifying and addressing our most pressing needs and identifying AWS services that align with our technology. For a critical launch (TiVo Stream 4k), our AWS Technical Account Manager (TAM), part of the AWS Enterprise Support team, ran an AWS Infrastructure Event Management (IEM) engagement, which helped us in launch planning, scaling guidance, and live support during the event which contributed to a successful launch. Our AWS TAM also connected us with AWS experts to review our architecture, build a stable ecosystem, and deploy and run our solution with automated workflows, ensuring that the architecture is set to scale to the growing demand of the product in the future.”
Taram Devitt-Carolan, Senior Director of Cloud Technologies – TiVo Platform Technologies
Hulu is an American subscription video on-demand service offering live and on-demand TV and movies. Built on Amazon Web Services (AWS), Hulu looks to AWS Enterprise Support as a resource and as the single point of contact for its support needs.
“AWS Enterprise Support enables us to have shorter time to iterate capabilities and faster time to mitigate incidents. The one thing that stands out about the AWS Enterprise Support team and our Technical Account Managers (TAMs) is that they go to bat for Hulu. By having them as a strong advocate for our needs, it enables me as a customer to establish deep trust with AWS as a brand.”
Kartik Garg, Director, Software Development – Hulu
Ranked among top ten largest game publishers in Eastern Europe and Russia, Social Quantum is the developer behind mobile games including Megapolis and Wild West: New Frontier. Its games have been played by more than 100 million players globally. Seeking to migrate its projects to the Amazon Web Services (AWS) Cloud, Social Quantum turned to AWS Support for their technical expertise.
“AWS Support engineers and our Technical Account Manager helped us save time and money by sharing best practices and helping us find the best architectural solution for us. We successfully migrated the game Wild West: New Frontier with planning assistance and uninterrupted, 24-hour support from AWS Infrastructure Event Management (IEM). AWS IEM allowed us to systematize our project migration plan and double-check everything that was in development for the past couple of months. We used AWS Trusted Advisor to detect vulnerabilities and implement optimizations. AWS Enterprise Support allows us to get help within minutes when threatened with business-critical failures and has been assisting us throughout the cloud migration, coordinating with us at every stage.”
Ivan Kondratev, CIO – Social Quantum
i360 helps political and commercial clients target and segment their customers with predictive modeling, make data-based business decisions through consumer research and identification, identify patterns in Big Data to forecast future opportunities, and bring precision and accountability to their online and TV targeting strategies. Built on Amazon Web Services (AWS), i360 used AWS Transit Gateway to connect Amazon Virtual Private Cloud (Amazon VPC), on-premises networks, and AWS accounts through a central hub.
“With guidance from AWS Support, we were able to reduce our costs by $4000 per month by optimizing our connectivity and eliminating redundancies. We were also able to programmatically deploy new accounts and VPCs easily, reducing time to provision from hours to minutes. Our AWS Technical Account Manager, part of the AWS Enterprise Support team, introduced AWS Transit Gateway as a solution to simplify our network configuration and connected us with specialists that walked us through the initial setup and a few test cases to help implement the solution without it affecting our service to customers. We wouldn’t have been able to move forward at the pace we did without help from AWS Support.”
Ian Binder, Director of Infrastructure – i360
With a mission to reshape the modern digital financial system, 100x Group is a financial technology company and the organization behind BitMEX, a cryptocurrency derivatives trading platform. Building its infrastructure on Amazon Web Services (AWS) 100x Group looked to AWS Support for guidance on how to maintain high standards across scalability, resiliency, consistency, and security as it grows.
“AWS Enterprise Support allows us to build a tight relationship between AWS and our core business, enabling us to discuss complex technical matters and thereby meet the stringent requirements that make operating a high-frequency trading platform safely and efficiently possible. Our Technical Account Manager zealously connects us with knowledgeable AWS engineers to address every single one of our support requests for prompt resolution. In 2019, in collaboration with AWS Enterprise Support, we unveiled and resolved unique issues which were affecting our production financial services.”
Quentin Machu, Head of DevOps – 100x Group
Change Healthcare is an independent, $3.5 billion healthcare technology company that connects payers, providers, and patients across the United States. The company, which receives regular technical assistance from Amazon Web Services (AWS) Support, strives to build a better healthcare system via innovative financial, clinical, and engagement solutions that help improve the consumer experience, patient outcomes, and operational efficiency.
“AWS Enterprise Support provides our application teams and business owners with regular reports and metrics. With AWS Customer Enablement, we can pivot our operational dollars, so our developers and engineers can focus on what they do really well: write code, push functionality, and drive innovation. This ultimately supports our long-term strategy around delivering modern solutions to our customers.”
Zigmond Kuczynski, Vice President of Infrastructure and Cloud Operations - Change Healthcare
Arcadia uses AWS Enterprise Support to upgrade its Windows Server environment in one weekend, reduce costs by 60 percent in a proof of concept, resolve issues in minutes instead of hours or days, and uncover $20,000 in monthly savings. Arcadia is a Massachusetts-based, electronic health record (EHR) data aggregation and analytics technology company. It worked with AWS Enterprise Support to design and implement a Windows Server 2012 R2 upgrade for hundreds of Windows Server 2008 R2 servers running SQL Server and test the use of Amazon EC2 Spot Instances.
“Relying on AWS Enterprise Support, we upgraded the majority of our Windows Server environment in one weekend, with no downtime.”
Jonathan Cook, Chief Technology Officer - Arcadia
Pinterest is a social network where people can find and share inspiration and ideas for their interests and hobbies. With its primary infrastructure platform built on Amazon Web Services (AWS), Pinterest turned to AWS Enterprise Support for proactive guidance across its AWS solutions.
“AWS Support enables us to quickly identify issues when they arise, helps us coordinate access to subject matter experts and product teams to get answers to our questions, and keeps us informed of new service offerings that might interest us. We access Support technology like AWS Trusted Advisor through various APIs, through which we gain near real-time insight into our infrastructure-related status. Our AWS Technical Account Manager has played a great role in helping us better leverage AWS capabilities and overcome some of the challenges we experience at our scale. Our Support team consistently advocates for us with AWS service teams to try and deliver on additional capabilities we need.”
Coburn Watson, Head of Infrastructure and Site Reliability Engineering - Pinterest
Based in Bangalore, India, Moonfrog Labs is the mobile game development studio behind hit games Teen Patti Gold and Ludo Club. With its infrastructure built on Amazon Web Services (AWS), Moonfrog Labs serves more than 10 million players each day and looks to AWS Business Support to enable its engineers to build quickly, experiment with new technologies, and prepare for potential challenges.
“We view AWS Support as an extension of our DevOps and engineering teams and can, at any time, get into details to understand systems or incidents with the help of the AWS Support experts. We get access to the AWS Personal Health Dashboard, which helps us plan out our ops activities in advance, and AWS Trusted Advisor, which enables our ops team to centrally monitor our environment and take preventative actions. With a relatively small engineering team we are confident about being totally self-sufficient because we know AWS Support has our back when we need it the most.”
Guruprasad GV, Chief Architect - Moonfrog Labs
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.
Built on Amazon Web Services (AWS), CloudHealth by VMware offers an integrated cloud cost management solution that helps simplify financial management, streamline operations by automating daily tasks, and strengthen security and compliance for its customers.
“AWS Support is our lifeline—it has unequivocally been a material accelerant to our success enabling us to drive innovation. AWS Enterprise Support helps us navigate the AWS Cloud and through our Technical Account Managers (TAMs) we receive service and roadmap guidance that helps increase the efficiency of our product delivery process by eliminating disruptions. With guidance from our TAMs, we saved more than 60 percent of time in dealing with Support cases. The AWS Support teams and TAMs have been the best we have experienced in any company and across all industries, and we highly recommend AWS Enterprise Support.”
Ennio J Carboni, Director of Cloud Products - CloudHealth by VMware
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 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 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
“ 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
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.
Motability Operations (MO) operates the Motability Scheme, which provides affordable mobility solutions—including cars, wheelchair accessible vehicles, scooters, and powered wheelchairs—to help its customers achieve greater independence. MO relies on Amazon Web Services (AWS) Enterprise Support to enable immediate assistance should it experience any issues and to help with cost optimization.
Playrix is a game development company known for its interactive mobile games. Playrix applications have 1.2 billion downloads and see 85 million daily active users, which creates tens of petabytes of data that the company needs to analyze to drive insights on marketing campaigns and player behavior. To improve marketing analytics and in-game analytics, Playrix migrated to an Amazon Web Services (AWS) with assistance from AWS Enterprise Support.
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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
Nicholas Walker, Head of Technology Operations - SpaceApe Games
"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
“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
“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
“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
"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
“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
Chad Marino, Executive Director of Technology Services - Kaplan, Inc.
"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
"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