Amazon Web Services Expands Free Support and Lowers Prices on Premium Tiers

  Amazon Web Services Expands Free Support and Lowers Prices on Premium Tiers

Introduces Multiple New Features Including Alerts When Opportunities Exist to
 Cut Cost or Improve Application Performance, Chat Functionality, and Anytime
      Access to Customer Service Based on Automatic System Health Checks

Business Wire

SEATTLE -- June 14, 2012

Amazon Web Services LLC (AWS), an Company (NASDAQ: AMZN), today
announced expanded free support for all AWS customers, reduced pricing on
premium support plans and multiple new features to help customers better
interact with and improve their use of AWS, including chat functionality and
proactive alerts when opportunities exist to save money, improve system
performance, or close security gaps. AWS Support is a fast-response support
channel that is staffed around the clock with experienced and technical
support engineers. For more information on the pricing and the new options,

As part of today’s announcement of the new support features, the broad
selection of support offerings offered by AWS have been renamed to better
align with the customer’s need or use case. All plans include support for an
unlimited number of cases, are available worldwide, have no long term
contracts, and can be cancelled at any time.

  *Basic (Expanded free tier): Upon signup for AWS, all customers are
    automatically enrolled in Basic support for free. Added features in this
    tier include immediate, around-the-clock access to customer service by
    email or phone for billing and account issues, and technical support for
    system health issues. Customers continue to have access to technical FAQs,
    best practices guides, the AWS Service Health Dashboard, and the AWS
    Developer Forums, which are monitored and responded to by AWS support
  *Developer ($49/month and 1:1 customer support): Previously called the
    Bronze tier, the Developer tier includes all components of the Basic tier,
    plus the following: 12-hour response time to support cases submitted, 1:1
    customer support for any AWS-related question, and access to AWS Technical
    Support Engineers via email through the AWS online support centerduring
    local business hours to help configure, operate, and maintain core AWS
    services and features. The Developer plan is $49 per month.
  *Business (Access to AWS Trusted Advisor): Previously called the Gold tier,
    the Business tier includes all components of the Basic and Developer
    tiers, plus the following: one-hour response time to support cases
    submitted and support engineers available 24/7 via phone, chat or email.
    In addition to chat capabilities, new features include access to AWS
    Trusted Advisor, a program that monitors AWS infrastructure services,
    identifies customers’ usage patterns, and notifies customers when
    opportunities exist to save money, improve system performance, or close
    security gaps. Customers also receive support for the most common
    third-party software running on AWS. The Business tier minimum pricing has
    been reduced from $400 to $100 per month and a 3% usage-based pricing tier
    has been added to the existing pricing tiers of 10%, 7%, and 5%.
  *Enterprise (New pricing based on usage vs. flat fee): Previously called
    the Platinum tier, the Enterprise tier provides customers with all of the
    features of the Business tier, plus 15-minute response time for
    mission-critical issues, anda dedicated Technical Account Manager who is
    intimately familiar with the customer’s specific AWS architecture.
    Technical Account Managers will also conduct periodic business reviews for
    infrastructure planning, report metrics, collaborate on launches, and
    connect customers to AWS Solutions Architects as needed. The Trusted
    Advisor program is also available to all Enterprise tier customers. The
    Enterprise tier minimum pricing has been reduced from a flat 10% usage fee
    to usage-based pricing tiers of 10%, 7%, 5% and 3%.

"Amazon has been passionate about customer service since we started the
company 17 years ago,” said Brent Jaye, General Manager of AWS Support.
“Putting customers first is part of our DNA. We not only employ talented
support engineers all over the world, but also build technology that enables
them to provide proactive and helpful information to our customers. Our new
Trusted Advisor program is a good example of that -- we use technology to
determine if customers have security adjustments they should make, or if
they’re not architected as fault tolerant as they might want to be, or if they
have under-utilized instances that they can terminate and save money. We then
use both technology and support professionals to surface this information to

Customers are using AWS Support for various purposes, ranging from technical
support for new product launches, to taking advantage of a Technical Account
Manager to architect optimally on AWS, to identifying areas where they can use
AWS more efficiently.

“We have used AWS Platinum Support since we began our cloud migration process
18 months ago," said Lex Crosett, Vice President Product Development and CIO,
Earth Networks. “During this process, we consolidated four colocation data
centers with 750 servers and built a development, QA, and production facility
on AWS. With our Technical Account Manager, we had quick access to the service
teams resulting in rapid access to useful new features in DynamoDB and
Cloudfront, among others, that continue to improve our scalability and cost
economics. AWS Support is without a doubt our highest functioning, most
customer success oriented vendor team. They are much more than a support team,
they function as a strategic partner and trusted advisor to us.”

“Given the extent of our use of AWS, Netflix really benefitted from the AWS
Enterprise Support model,” said Yury Izrailevsky, VP, Cloud Computing and
Platform Engineering at Netflix. “AWS Support and our dedicated Technical
Account Manager continuously work with our teams to ensure the availability,
cost effectiveness and security of our infrastructure running on AWS. This
translates to providing a great experience for our customers. We’ve been
pleased with the technical skills of the support team, but also their ability
to act as a central point of contact to engage resources throughout AWS as

This year’s Super Bowl was interactive and viewersused the Shazam App to
engage with all aspects of the event – from the game, to the ads and the
half-time show starring Madonna. To ensure that the application provided an
ideal customer experience, Shazam used AWS Enterprise Support. “A large
contributor to the success of Shazam’s Super Bowl event was the work done
beforehand with the help of AWS Enterprise Support,” said Jason Titus, CTO,
Shazam. “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 AWS Enterprise Support team also provided around the clock
monitoring and assistance from the US and Europe during the event, and had AWS
engineering resources on standby should their assistance be required.”

As part of our AWS Business Support we’ve been able to take advantage of AWS
Trusted Advisor,” said Spencer Colson, Program Manager at Smartronix. “The
system provides us reports of our usage and has been a great way to identify
opportunities to optimize our infrastructure and help us make changes
accordingly. By using the information supplied by AWS Trusted Advisor, we are
taking steps to reduce our overall costs by optimizing the use of Reserved
Instances and right-sizing systems based on utilization trends. We are excited
to now have access to a self-service interface where we can review updated
Trusted Advisor recommendations at any time.”

For more information on AWS Support pricing and options, visit

About Amazon Web Services

Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure
services to businesses in the form of web services -- now widely known as
cloud computing. The ultimate benefit of cloud computing, and AWS, is the
ability to leverage a new business model and turn capital infrastructure
expenses into variable costs. Businesses no longer need to plan and procure
servers and other IT resources weeks or months in advance. Using AWS,
businesses can take advantage of Amazon's expertise and economies of scale to
access resources when their business needs them, delivering results faster and
at a lower cost. Today, Amazon Web Services provides a highly reliable,
scalable, low-cost infrastructure platform in the cloud that powers hundreds
of thousands of enterprise, government and startup customers businesses in 190
countries around the world. AWS offers over 28 different services, including
Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service
(Amazon S3) and Amazon Relational Database Service (Amazon RDS). AWS services
are available to customers from data center locations in the U.S., Brazil,
Europe, Japan and Singapore.

About, Inc. (NASDAQ: AMZN), a Fortune 500 company based in Seattle,
opened on the World Wide Web in July 1995 and today offers Earth's Biggest
Selection., Inc. seeks to be Earth's most customer-centric company,
where customers can find and discover anything they might want to buy online,
and endeavors to offer its customers the lowest possible prices.
and other sellers offer millions of unique new, refurbished and used items in
categories such as Books; Movies, Music & Games; Digital Downloads;
Electronics & Computers; Home & Garden; Toys, Kids & Baby; Grocery; Apparel,
Shoes & Jewelry; Health & Beauty; Sports & Outdoors; and Tools, Auto &
Industrial. Amazon Web Services provides Amazon's developer customers with
access to in-the-cloud infrastructure services based on Amazon's own back-end
technology platform, which developers can use to enable virtually any type of
business. The new latest generation Kindle is the lightest, most compact
Kindle ever and features the same 6-inch, most advanced electronic ink display
that reads like real paper even in bright sunlight. Kindle Touch is a new
addition to the Kindle family with an easy-to-use touch screen that makes it
easier than ever to turn pages, search, shop, and take notes - still with all
the benefits of the most advanced electronic ink display. Kindle Touch 3G is
the top of the line e-reader and offers the same new design and features of
Kindle Touch, with the unparalleled added convenience of free 3G. Kindle Fire
is the Kindle for movies, TV shows, music, books, magazines, apps, games and
web browsing with all the content, free storage in the Amazon Cloud,
Whispersync, Amazon Silk (Amazon's new revolutionary cloud-accelerated web
browser), vibrant color touch screen, and powerful dual-core processor.

Amazon and its affiliates operate websites, including,,,,,,,, and As used
herein, "," "we," "our" and similar terms include, Inc.,
and its subsidiaries, unless the context indicates otherwise.

Forward-Looking Statements

This announcement contains forward-looking statements within the meaning of
Section 27A of the Securities Act of 1933 and Section 21E of the Securities
Exchange Act of 1934. Actual results may differ significantly from
management's expectations. These forward-looking statements involve risks and
uncertainties that include, among others, risks related to competition,
management of growth, new products, services and technologies, potential
fluctuations in operating results, international expansion, outcomes of legal
proceedings and claims, fulfillment center optimization, seasonality,
commercial agreements, acquisitions and strategic transactions, foreign
exchange rates, system interruption, inventory, government regulation and
taxation, payments and fraud. More information about factors that potentially
could affect's financial results is included in's
filings with the Securities and Exchange Commission, including its most recent
Annual Report on Form 10-K and subsequent filings.

Contact:, Inc.
Media Hotline, 206-266-7180
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