IEM manages architectural and operational support, specializing in quick moving projects with specific deliverable dates. An event must have an identified release or launch date to qualify for this program. The time-frame of the actual engagement can be anywhere between one to three months.
Events are managed in three different phases by Amazon Web Services Support.
- Initiation: This phase includes an introduction with the senior support engineer and a discussion to understand the event and its specific use case. The engineer will then provide a proposed architecture solution, resource recommendations and deployment guidance, along with a review of your accounts including cost estimates.
- Planning and Execution: This phase will include assistance with customer led load testing with real time Amazon Web Services Support reviews of the results. Post-test analysis will be carried out and guidance on architectural changes ahead of the event will be provided if necessary. Issues identified during the launch of the event will be routed to specially trained Amazon Web Services engineers to ensure fast and accurate resolution.
- Review and Closure: The support engineer will carry out a post-event analysis that covers the details of each phase of the event. A scaling down guidance for reducing the limits of resources will be provided. This phase will also include the final cost analysis and billing.
IEM Success Stories
"During President Barack Obama's reelection campaign we, the campaign technology team, made the decision to use Amazon Web Services exclusively to support our infrastructure needs. To make sure that we were successful, we relied extensively on the support options that Amazon Web Services offered. We worked closely with Amazon Web Services Support to troubleshoot and solve the varied issues that arose. One of the keys to our success was having a Technical Account Manager who knew our infrastructure and advocated for our needs to all the internal Amazon Web Services groups. Our TAM was monitoring our Amazon Web Services resources during high volume events like the debates and Election night and proactively mitigating potential issues before they impacted our users. Our experience was well beyond the traditional break-fix reactive support mode, instead we truly felt we had a partner with our TAM and the entire Amazon Web Services support team. They were as much committed to our success as we were."
Harper Reed, CTO at Obama for America