Features
IEM manages architectural and operational support, specializing in quick moving projects with specific deliverable dates. An event must have an identified release or launch date to qualify for this program. The time-frame of the actual engagement can be anywhere between one to three months.
Events are managed in three different phases by Amazon Web Services Support.
- Initiation: This phase includes an introduction with the senior support engineer and a discussion to understand the event and its specific use case. The engineer will then provide a proposed architecture solution, resource recommendations and deployment guidance, along with a review of your accounts including cost estimates.
- Planning and Execution: This phase will include assistance with customer led load testing with real time Amazon Web Services Support reviews of the results. Post-test analysis will be carried out and guidance on architectural changes ahead of the event will be provided if necessary. Issues identified during the launch of the event will be routed to specially trained Amazon Web Services engineers to ensure fast and accurate resolution.
- Review and Closure: The support engineer will carry out a post-event analysis that covers the details of each phase of the event. A scaling down guidance for reducing the limits of resources will be provided. This phase will also include the final cost analysis and billing.
IEM Success Stories
"During President Barack Obama's reelection campaign we, the campaign technology team, made the decision to use Amazon Web Services exclusively to support our infrastructure needs. To make sure that we were successful, we relied extensively on the support options that Amazon Web Services offered. We worked closely with Amazon Web Services Support to troubleshoot and solve the varied issues that arose. One of the keys to our success was having a Technical Account Manager who knew our infrastructure and advocated for our needs to all the internal Amazon Web Services groups. Our TAM was monitoring our Amazon Web Services resources during high volume events like the debates and Election night and proactively mitigating potential issues before they impacted our users. Our experience was well beyond the traditional break-fix reactive support mode, instead we truly felt we had a partner with our TAM and the entire Amazon Web Services support team. They were as much committed to our success as we were."
Harper Reed, CTO at Obama for America
"They came a week prior to our event. They obviously had really good ideas because they understand infrastructure much more than we could and had previously seen this kind of traffic in other companies, which we had no experience with. They suggested certain changes, set it up, and we did a lot of testing with the Amazon team on seeing various traffic scenarios and how the infrastructure behaves. Up until the actual ‘D-Day’ of elections, they were with us in our office, and saw through the whole event and monitored our setup."
Kawaljit Bedi, CTO, NDTV
"A large contributor to the success of Shazam’s Super Bowl event was the work done beforehand with the help of Amazon Web Services Enterprise Support. Working hand in hand with a dedicated Technical Account Manager, the support team provided real-time assistance, ensuring our application would scale to meet the anticipated demand of the event. In addition to the upfront support, the Amazon Web Services Enterprise Support team also provided around the clock monitoring and assistance from the US and Europe during the event, and had Amazon Web Services engineering resources on standby should their assistance be required."
Jason Titus, CTO, Shazam
NASA Jet Propulsion Laboratory is a premiere NASA center for robotic exploration of Earth, our Solar System and beyond. Prior to the Mars Science Laboratory landing in August, 2012, NASA JPL selected Amazon Web Services to provide infrastructure services supporting mission operations and web and live video streaming for NASA JPL's public outreach activities.
In order to ensure that these elements of the mission were successful, and that the world-wide public could participate in the wonders of Mars as soon as the pictures came down from Mars, JPL relied on support offered by Amazon Web Services. Prior to the landing, JPL engaged the Amazon Web Services Support and their Infrastructure and Event Management (IEM) program to review software architectures, available capacity and operational practices and work closely with the Solution Architects. As the Curiosity rover was landing on Mars and provided live images from the surface of the Red Planet, the world participated via solutions developed by NASA/JPL and hosted on Amazon Web Services . Amazon Web Services and JPL teams worked side-by-side to quickly identify and resolve any issues that arose. The assistance provided by an on-site Amazon Web Services Support Technical Account Manager and Solution Architects who were familiar with JPL's environment allowed Amazon Web Services to rapidly engage additional resources as needed. Both JPL and Amazon Web Services teams continuously monitored Curiosity's operational and outreach systems.
JPL's mission was a success and the world was able to witness in near real time the amazing engineering achievement of an automated pinpoint precision landing of a two thousand pound rover on Mars. We are looking forward to following the new science and drama about habitability that will unfold on Mars."
