Amazon is rapidly embracing its new persona as a tech vendor following the initial success of its Amazon Web Services. Yesterday, the company offered up a whole new host of improved support offerings for its public cloud-based web services, including lower costs for its premium support plans, as well as improved chat functionality, security features and system performance.
It became pretty clear to observers that Amazon was getting serious about its public cloud software ventures when it rolled out new premium paid support options last January, together with a Trusted Advisor service that monitors AWS usage and recommends new services and configuration changes to streamline the user’s experience.
Now, things are beginning to shape up further, as Amazon announces a restructuring of its tiered support packages. The vendor has done away with its previous precious metals designations of Bronze, Silver, Gold and Platinum, switching to Basic, Developer, Business and Enterprise plans. Top tier options Business and Enterprise will continue to enjoy Trusted Advisor services, as well as a new chat-based support feature.
When Trusted Advisor was first rolled out, many customers called for Amazon to offer the service free of charge to all of its customers. Unfortunately, the service is still limited to subscribers of the company’s paid support tiers. However, the company has reduced the minimum monthly cost of its Business tier to just $100 a month, down from $400 a month. The lowest priced support tier, Development, remains priced at $49 a month.
Amazon recently posted a new blog on its website announcing its updated support blueprint:
Basic – As of now, all existing and new AWS customers will automatically be enrolled into its basic support tier. The package includes 24/7 access to customer services for issues regarding billing and accounting, as well as free technical support for issues related to system health. In addition, users will have access to best practices guides, technical FAQs, developer forums and the AWS Service Health Dashboard
Developer – The Developer plan comes with all of the above plus one on one email support for any question regarding AWS during business hours. This support includes assistance with the configuration, operation and maintenance of all applications on AWS.
Business – This plan offers an enhanced version of the support services described above, reducing response time to just one hour, available 24/7 via email, chat or phone, together with access to Amazon’s Trusted Advisor services.
Enterprise – Includes all of the above, with response time reduced to just 15 minutes, along with the benefit of a dedicated Technical Account Manager.
One thing is clear – Amazon has been quick to understand the importance of offering a wide range of service and support options as its public cloud services grow in popularity, something that will help it out no end as it looks to bolster its position ahead of rival services playing catch up, such as Hewlett-Packard and Oracle.