Amazon Web Services Bolsters Support While Cutting Prices
Infrastructure-as-a-service giant Amazon Web Services (AWS) has added two new tiers (a highest-priority Platinum level and a budget Bronze level) to their Premium Support offering. Amazon has also slashed prices on existing Silver and Gold plans by 50%. Developers who go with the AWS Premium Support Bronze package can pay as little as $49/month.
But for AWS Platinum support customers, Amazon is offering 15-minute response times and dedicated Technical Account Managers, according to Amazon Web Services’ blog entry. In addition, these large enterprise VIPs will get so-called “white glove” case routing to ensure incidents get routed right to the appropriate fast-response engineer. And Platinum customers can even get help planning their cloud infrastructure needs and deployments.
On the flip side, Bronze support only guarantees 12-hour response times, and doesn’t include any kind of phone support or guarantee of 24 by 7 support availability. And don’t even ask about any of those other Platinum perks.
In the middle are the existing Silver and Gold plans. The Silver plan is like Bronze but drops the guaranteed response time to four hours. And, in turn, Gold is like Platinum, but you don’t get the cloud planning, case routing, or Technical Account Manager access.
With one move, Amazon Web Services has made their offering more attractive to small businesses and global enterprises alike, with support options to match their needs – even if you’re using AWS for free.
Bottom line: While Amazon Web Services appears to be a $500 million-plus business for Amazon, the company has been criticized by some skeptics who think it’s difficult to reach Amazon support. In stark contrast, service provider Rackspace has built its entire businesses around the Fanatical Support concept. TalkinCloud wonders if the latest Amazon moves are an effort to close the support gap with Rackspace.