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

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

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Snap Inc

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

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Snap Inc

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

Snap Inc

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

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.

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

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
“AWS Support has allowed us to move rapidly, and deliver our cloud solutions much faster than we would’ve ever been able to without them.”

Jim Plourde, SVP of Cloud Services, Infor

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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