The PROS and CONS of AWS Support

Make sure the AWS support plan you choose can best accommodate the specific needs of your company.

Additionally, each choice has some obvious benefits and drawbacks, some of which will appeal to you more than others.

To assist you in making an informed decision, we have compared them here.

AWS Support Direct from Amazon

Keep in mind that hundreds of thousands of people use Amazon's infrastructure-as-a-service offerings, making it a sizable international corporation.

Because the cloud is so big, you can't expect the provider to personally assist each of its clients separately.

THE PROS:

• You are collaborating with the technology's developer. Therefore, when you eventually contact them for assistance, they ought to be able to assist you in resolving any problems.

• Compared to most partners, they have more personnel and technological capabilities.

• They frequently guarantee a response or ticket turnaround times of one hour.

• They have a sizable international support team and access to a wealth of information.

• There is always assistance available.

• Your cloud platform will be fully updated on its own.

THE CONS:

The assistance will be impersonal, taken from a general playbook, and not tailored to your particular problem or requirement.

• Every time you raise a concern, you'll be put in a long line.

• Every time you call, a different representative is required.

• They won't have much knowledge of your company and IT setup.

• They won't be familiar with any deployed custom applications.

• After performing several standard checks, they frequently classify a problem as resolved automatically without going above and beyond what is required of them.

• Because they have so many customers depending on them, the support they can provide is only as extensive as what their customers have in common.

• The cost will be very high if you decide to take on more dedicated support packages.

THE DECISION?

The quality of service you receive from an international tech behemoth like Amazon managing your AWS support will frequently depend on your ability to pay for it.

Most of the time, you'll leave yourself with nothing more than the bare necessities, which also means you're taking a big risk.

Additionally, it will frequently take them longer to help you resolve a problem in its entirety, making it more difficult to avoid a disruption in business continuity.

Particularly for the majority of small and medium-sized businesses, we would strongly advise a more individualized, attentive, and cost-efficient approach to cloud support.

AWS Support Partners

In general, partners are very dependable and helpful. Nevertheless, it's crucial to keep in mind that each partner organization has its resources, workload, and technical capabilities.

THE PROS:

• They'll employ best practices and a structured approach to providing AWS support.

• Many will have a team with significant experience and knowledge in place.

• Most partners will have cloud support certifications.

• By looking at their past clients, you can verify their legitimacy and competence.

• They'll collaborate with you under terms akin to a customary IT support contract.

• Simply submit a ticket if you need assistance, and they will respond right away.

• Most likely, you'll work with a committed representative who gets to know your company well.

• If you require additional services for projects or consulting, many partners will also provide them.

THE CONS

• Their main point of contact will be a support desk, which most likely won't allow you to speak with their technical staff.

• Depending on the size of the organization, the response times might take longer than you would like.

• Additionally, they might have a lot of clients competing for their time and attention.

• Only one or two cloud experts are typically available to partners, and they are frequently preoccupied with high-profile projects.

• They lack the sophisticated technological solutions and automation necessary to enhance the efficiency of your cloud.

• If your representative is absent, a different representative will be assigned to you who will virtually start from scratch learning your business.

• Without your fault, if they encounter any technical problems, it might negatively impact your business continuity.

THE DECISION?

Working with a support partner is a viable strategy.

Compared to working directly with Amazon, it's frequently more affordable and dependable, and you'll gain a tonne of experience in cloud support and maintenance.

Your internal team's capabilities are increased by AWS Partners, but they can only do so much for you while managing multiple other clients.

Even though we'd suggest that working with a partner is a wiser decision than relying solely on your cloud provider, it's worthwhile to do more research to find an ideal strategy.