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.
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.
Contact method | Details |
|---|---|
Portal | |
Telephone |
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