TC2 CloudZen Support

AWS strongly recommends purchasing AWS Premium support to any production workloads running on AWS platform. On the other hand, as AWS Support normally does not provide hands on professional services, only provides recommendations to the customer infrastructure, customers either must have in-house AWS experts, or they must engage with an AWS Partner.

To maximize efficiency and get the best out of the two different types of support, AWS has created Partner Led Support, where the AWS Partner acts as the level 1 party for incoming AWS support tickets backed by AWS Enterprise support. The benefits of this model are increased accuracy and quicker resolution times in resolving issues, as the AWS partner can quickly take actions. If anything needs to be checked under the hood, the partner escalates the issue the AWS Premium Support, acting as level 2 Support layer in this model.

TC2 has created a Partner Led Support offering, which is built on top of AWS Business support features and offers hands-on Professional Services, for a comparable, fair price. Our mission is to accelerate time to resolution for our customers AWS issues and improve the overall AWS Support experience even more.

What’s included in our services:

• TC2 ProServ hands-on remediations by AWS certified engineers
• AWS Premium Support access via TC2
• AWS platform diagnostic tools access via TC2
• 24x7x265 Incident Response & Remediation
• 24x7x265 Service request Response & Resolution
• Periodic Technical Cost Optimization Review
• SLA based committed reaction and resolution times based on systems Priority
• First reaction times from 1 hour
• Resolution times from 4 hours
• Infrastructure as Code support for change management
• 3rd party tools for smooth end user experience

This plan is recommended for AWS users, who have existing skills and capabilities to operate AWS workloads, but they need to have official AWS support and extra workforce to carry out AWS incident resolution.