When a customer chooses to use cloud services, it means they will deploy all their IT infrastructure on the cloud managed by the service provider. One of the significant factors which will obviously impact the customer’s buying decision is whether a cloud service provider will provide efficient and timely technical support.
AWS provides lots of support plans to meet customers diverse needs. Experienced technical support engineers and customer service specialists provide 24-hour one-on-one service to help customers take full advantage of AWS services.
When the customer needs AWS’ help, they could contact our support engineers immediately via multiple forms of communication, such as email, telephone and etc. All the AWS support plans can provide an unlimited number of case support. Customers can choose different support plans (from Basic to Enterprise level) according to their needs and pay by month.
‘I want to give my compliments to AWS Premium Support! One of the most impressive things about AWS is the rapid response of their support service engineers. One day, I submitted a service request in the AWS case system. As soon as the message was sent out, the phone rang with a voice, ‘Hello, I am an AWS support engineer…’ After a brief communication, the problem was completely solved. AWS Support has both efficiency and high quality!" said Donghai Chen, vice manager of R&D department at CNFOL.
Providing fast, timely and accurate technical support is indispensable during the migration from traditional IT environments to the cloud platform. AWS provides customers with round-the-clock (24 X 7 X 365) technical support services to help customers locate and resolve problems quickly. In AVA’s case, they received strong support from AWS technical support team during system deployment. The whole business system was deployed on schedule and AVA was able to provide services to their customers. Cloud business center director Zhao Along said: “We had trouble in migrating the local SQL Server database to Amazon RDS. Our original database was backed up in file form but Amazon RDS did not support restore from our backup files directly. So we requested help from AWS technical support team. After a comprehensive analysis of the problems we encountered, AWS technical experts provided solutions and guided us to complete the migration of the database successfully.”
AWS provides different types of support services to facilitate customer successes in architecting, development, operation and maintenance. With such a full range of support options, customers can focus more on their business differentiators and less on undifferentiated heavy lifting.
Hikvision, a leading supplier of surveillance products in China, already had an in-house solution “EZVIZ cloud” before migrating their system onto AWS global regions. During the migration, Hikvision encountered an issue that their Amazon EC2 performance could not meet expectations. To fix this issue, AWS technical support team took immediate action to set up an integrated test cluster, simulate the customer production environment and undergo troubleshooting. All these actions were completed in only 24 HOURS and the final result even exceeded the customer’s performance requirement against direct connection of DAS by 24.4%. “After the solution was confirmed, the technical support team continued to provide professional advices and suggestions on Amazon S3 configuration and operation, Amazon EC2 connection, Amazon Route 53 resolution and etc. Their professional and efficient support are very helpful and enable us to focus more on our core business” Hikvision CTO Xingbo Li said.
As a start-up company, Mobvista is in the initial stages of construction and development for both personnel and technology. They particularly need cloud service providers to provide timely and professional technical services. AWS Support can provide customers with a dedicated one-on-one communication channel for fast service response, not only to help customers solve problems, but also to help customers conduct capacity planning and direct customers to choose the appropriate payment method to reduce costs. "We need to continue to upgrade the technology architecture and every time AWS Support team gave us good suggestions. When we encountered in-depth problems, AWS engineers would even reproduce our scenarios to find out solutions to resolve the problem. It allowed us to smoothly complete each upgrade.” said co-founder Huang Weijian.