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SoftwareOne Enterprise Support for AWS

SoftwareOne Enterprise Support offers comprehensive, enterprise-level assistance for AWS customers, ensuring smooth operation and optimal utilization of AWS services. This support includes indirect access to an AWS Technical Account Manager, providing reliable and expert guidance at predictable costs.

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Predictable Cost

SoftwareOne Enterprise Support for AWS is charged as a fixed percentage of the customer's AWS Platform expenses, with no minimum monthly fee.

AWS Platform Support

Customers receive technical support for cloud services via phone, email, and ticketing from AWS-certified Support Engineers. This includes unlimited cases with managed escalation back to AWS as needed.

Incident Service Levels

Enterprise-level response times are provided for initial responses to customer incidents.

Priority Level

Description

Response SLA (elapsed minutes/hours)

P1

Critical

15 mins

P2

High

1 hour

P3

Medium

4 hours

P4

Low

12 hours

More details about Service Levels

AWS Diagnostic Tools

SoftwareOne support engineers have access to over 50 diagnostic tools to help identify the root cause of events in more then 20 AWS services on customer accounts. This secure method streamlines the diagnostic process, enabling rapid access to necessary service metadata without accessing the service console of customers' AWS accounts.

General AWS Platform Guidance

Expert assistance from AWS-certified Cloud Engineers is available for guidance on AWS platform-related questions. This includes:

  • Best practices

  • Architectural guidance

  • Strategic advice for effective AWS service utilization

Indirect access to an AWS Technical Account Manager

As part of SoftwareOne Enterprise Support for AWS, customers benefit from indirect access to the AWS Technical Account Manager (TAM) assigned to SoftwareOne. This indirect access allows customers to leverage the TAM for:

  • Architectural reviews

  • Optimization strategies

Access to the SoftwareOne AWS Technical Account Manager can be requested via service requests.

Cloud Management Portal

An easy-to-use Cloud Management Portal powered by ServiceNow allows customers to raise incidents and service requests efficiently.

Escalation Management

SoftwareOne serves as the single point of contact for supporting AWS environments. If AWS needs to be contacted, SoftwareOne will handle the escalation on the customer's behalf. Escalations may occur in scenarios such as:

  • Service limits (e.g., specific EC2 instance limits)

  • Issues requiring specific AWS product team involvement

  • Multi-customer impacts (e.g., AWS service outages)

  • AWS SLA credit requests

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