SHI Support
Services for AWS

Enjoy all the benefits of AWS without any of the hassle.

When you team up with SHI for your AWS needs, you get all the benefits from AWS, as well as SHI guidance and support to make billing, managing and optimizing your assets easy.

AWS Channel ResellerAWS Consulting Partner

 

Greater Transparency

We provide tools and resources to help you track your AWS assets and spend.

Better Alignment

We align your AWS usage and spend with your business processes.

Additional Savings

Our customers experienced as much as 30% savings annually and have seen an average of 16% improvement in Reserve Instance utilization.

Industry-Leading Expertise

We provide the best resources, partners and technologies for getting the most out of your AWS environment.

SHI Support Services for AWS

Increase your visibility and control over your Amazon Web Services (AWS) environment with SHI Support Services for AWS! SHI Support Services bring you the best resources and technologies for getting the most out of your AWS environment.

Ready to learn more or get started with SHI Support Services for AWS?

Click here to contact us today.
Feature Support Service Level
ES2 OS2 IS2
Dedicated Account Manager
Flexible Billing and Chargeback
3rd Party Licensing Guidance
Cost and Usage Reports
Account Assistance
Service Onboarding
Cost and Usage Analysis  
Performance Rightsizing Analysis  
Reserved Instance Management  
Health Checks   Proactive analysis and recommendations with designated Cloud Account Manager
Technical Support General guidance General guidance and best practices Hands-on support, personalized architectural guidance, and best practices
Infrastructure Management     Management of AWS environment, performance monitoring, advanced configuration, consultative guidance, and real-time operational support for standard AWS product and services
Business Review     Consultative review of environment with contextual recommendations based on workloads

SHI Support Services for AWS
Service Levels/Feature Descriptions

Hands-on, hands-off or somewhere in between, we have an AWS solution that’s right for you.

Ready to learn more or get started with SHI Support Services for AWS?

Click here to contact us today.

Service Level 1: Essential Support

Just a touch of support.
  • Familiarizes you with the AWS Management Console
  • Provides initial guidance and documentation on different AWS products and services
  • Simplifies billing

Service Level 2: Optimization Support

Moderate support with an emphasis on cost optimization.
  • Provides resources and tools for greater visibility and control over your AWS environment
  • Offers cost and usage analysis to uncover immediate savings opportunities
  • Includes general guidance and best practices for minimizing costs

Service Level 3: Infrastructure Support

Hands-on heavy lifting and proactive support.
  • Acts as an extension of your team
  • Handles the heavy-lifting and work needed to get your AWS environment up and running
  • Closely monitors the health and performance of your environment
  • Implements architectural best practices for better performance and security

Features of the SHI Support Services packages include:

Continuous support and advocacy from a dedicated SHI Account Manager. They will help position solutions based on Customer IT goals and serve as the Customer main contact.

SHI-managed billing designed to help align Customer cloud usage and spend with Customer’s procurement model. SHI provides customized billing formats, different payment options, and flexible payment methods. SHI can also manage the financial chargeback based on Customer requirements.

SHI Licensing Resources available to answer any of Customer licensing questions related to AWS. This includes migration rules, compliance, and cost. Customers that want to use a Bring-Customer-own-license (BYOL) model can get competitive prices from SHI.

Cost and usage reports based on Customer tags, resources or other objects. Reports can be high-level or granular, and span many accounts. OS2 and IS2 customers can categorize their AWS assets, and customize and automate reports.

Help with account setup and initial billing configuration, and other administrative tasks. SHI will work with Customer to establish an approval workflow for account-related requests.

  • Customer Responsibilities: Provide AWS account setup requirements, and approval to create, link or unlink accounts.

First online session to help Customer get started, and to introduce Customer to the SHI Support Services team. The onboarding call includes an initial console walk-through of the AWS management console.

SHI ready to answer account and billing questions, and provide relevant documentation.

SHI to offer insight into usage, costs and potential savings. This includes idle or under-utilized resources, cost and usage trends, standardization, and resource alternatives.

Tracking of Customer AWS instance and volume utilization metrics. SHI will highlight inefficiencies and provide actionable recommendations to improve utilization and reduce cost without forfeiting performance.

Evaluation of RI opportunities and ongoing use. SHI resources provide best practices around RIs, and help with quotes, renewals and processing. Furthermore, SHI can handle custom RI requests and support RI modifications.

  • Customer Responsibilities: Provide approval to execute RI orders, and approval to modify, change or cancel RIs when applicable

Recurring report of AWS environment that reveals immediate and operational cost savings, such as deleting unused volumes, un-tagged resources, event notices, and security risk exposures. Under IS2, a designated SHI Cloud Account Manager will proactively analyze the metrics and provide actionable recommendations to Customer to improve Customer AWS environment in motion or during a scheduled cadence call. This includes RI modifications or renewals, tagging or billing alert setup, report subscriptions, tagging strategies and overall governance.

SHI to provide initial and ongoing guidance and technical assistance.

Managed services solution for core AWS products and services that gives Customer architectural and real-time operational support, strong service levels, aggressive resolution targets, service requests up through tier 3, and an environment with an emphasis on automation and optimization to ensure Customer environment runs smoothly and efficiently. SHI will work with Customer to create a customized runbook based on Customer requirements that will outline operational tasks to be performed regularly and escalation procedures.

  • Services Team Personnel:
    • Team of AWS-certified Solution Architects, System Operators and Developers
    • Skilled Technologists
    • Designated Cloud Account manager
  • Services Team Responsibilities:
    • Networking
      • Configuration and management of VPCs
      • Configuration and management of subnets and networks ACLs
      • Configuration of VPNs and VPN devices
      • Configuration and management of security groups
      • Management of Route53 DNS zones and domain registration
    • Identity & Security
      • Manage IAM identities
      • Review of IAM accounts and network security
      • Creation and configuration of IAM roles
      • Multi-factor authentication support
    • Compute
      • Monitoring, usage and health of EC2 instances
      • Auto scaling configuration and management
      • Elastic Block Storage (EBS) volume and snapshot monitoring and management
      • Elastic Load Balancer (ELB) configuration and management
      • Monitoring, usage and health of RDS instances
      • Simple database administration tasks for RDS
    • Operating System
      • Patch management
      • Host configuration, monitoring and management
      • Management of common server roles and features
      • Security and service account management
      • Backups and data replication strategy
    • Storage
      • Configuration and management of S3 buckets and bucket policies
      • Configuration and management of Glacier
    • Lifecycle
      • Configuration and management of CloudFormation templates
      • Configuration and management of CloudWatch alarms
      • Configuration and management of CloudFront distributions
  • Customer Responsibilities: Handle configuration of on-premise VPN devices, Email reputation management, Application development, deployment and backup, and Troubleshooting of application performance issues related to code (e.g. high memory usage by a website)

Technical review of Customer AWS infrastructure and operations. This includes recommendations to further automate Customer processes or optimize the health of Customer environment, guidance and preparation for upcoming AWS projects, review of service ticket or support case history, and insights about Customer environment based on data analytics.

SHI Support Services for AWS
Response Times

Readily accessible support experts are crucial to every organization. At SHI, we strive to respond as quickly as possible to your requests and inquiries. Our engagement target times are as follows:

Ready to learn more or get started with SHI Support Services for AWS?

Click here to contact us today.
Support Service Level ES2 OS2 IS2
Access to Support Email Email Email or phone
Availability Monday-Friday*
8:30am-5:30 pm EST
Monday-Friday*
8:30am-5:30 pm EST
Low Severity
Monday-Friday*
8:30am-5:30 pm EST

Medium and High Severity
24x7x365
Response Time 12 Business Hours 8 Business Hours Low: ‹ 4 Business Hours
Medium: ‹ 2 Hours
High: ‹ 30 Minutes

*Available days exclude all standard U.S. holidays.

Severity Levels

  • Low: You have general questions, non-urgent requests or notice abnormal behavior, but there is no discernable risk to your business.
  • Medium: Your service is degraded or impaired, but the impact to your business is minimal.
  • High: You are experiencing a loss of service for critical systems and your business is at risk.

SHI Support Services for AWS Pricing

Whether you’re looking for basic support or "all hands on deck," SHI simplifies cost-management so you can remain focused on the bigger task at hand.

Ready to learn more or get started with SHI Support Services for AWS?

Click here to contact us today.
Support Service Level ES2 OS2 IS2*
Pricing Free for SHI AWS Customers % of AWS Monthly Spend Greater of $2000 per month
- or -

24% of monthly SHI Service Offering Price for the first $0 - $20K
plus
22% of monthly SHI Service Offering Price for next $20k+ - $50K
plus
20% of monthly SHI Service Offering Price for next $50k+ - $80K
plus
18% of monthly SHI Service Offering Price for next $80k+ - $100K )

Over $100k: Contact for Proposal
Commitment Level No minimum commitment 1 year minimum commitment 1 year minimum commitment
One-Time Fees
Activation Fee None None One-time fee equal to the first complete billing month
AWS Reserved Instances (RI) Fee None None One-time charge equal to the AWS Reserved Instances One-time Fee divided by the number of full months left in the RI Term

*IS2, which includes OS2 features, is only available for SHI AWS Customers. If you are an AWS direct customer interested in IS2-specific features only, please contact us.

Fees

  • Activation Fee (Infrastructure Support Service Only):

    You have general questions, non-urgent requests or notice abnormal behavior, but there is no discernable risk to your business.

  • AWS Reserved Instances Fee (Infrastructure Support Service Only)

    When you prepay for AWS compute capacity with Reserved Instances, the one-time (upfront) charges are included in the calculation of your AWS Monitored Monthly Cost of IS2 in the month you purchase the resources.

    For AWS accounts with existing Reserved Instances, the one-time (upfront) charges are prorated over the term of the reservation and included in the calculation of your AWS Monitored Monthly Cost of IS2 in the first month.

    - For example, if you purchase a one-year reserved instance on January 1 and sign up for Infrastructure Support Services on July 1 of the same year, 50% of the upfront fee you paid in January for the Reserved Instances is included in the calculation of IS2 costs for the July billing period.

    Any Activation Fee will include the Reserved Instance one-time (upfront) charge divided by the number of whole months left in the reservation term.

Getting Started with
SHI Support Services for AWS

Ready to get started? Below are the following requirements to enroll in SHI Support Services for AWS:

Ready to learn more or get started with SHI Support Services for AWS?

Click here to contact us today.
Service Level Requirements
Essential Support
  • Billing Address Information
  • Billing, Primary and Secondary Contact(s) Information
  • Email address(s) with company domain
Optimization Support
  • Billing Address Information
  • Billing, Primary and Secondary Contact(s) Information
  • Email address(s) with company domain
Infrastructure Support
  • Billing Address
  • Billing, Primary and Secondary Contact(s) Information
  • Email address(s) with company domain
  • Active AWS Business Support or higher
  • Deployed t2.micro EC2 instance on each AWS linked account

Definitions and Details

  • Billing Address: Physical location of company.
  • Billing Contact: Customer employee authorized to receive the monthly summary invoice and remit payment back to SHI.
  • Primary Contact(s): Customer employee(s) responsible for providing SHI Cloud Resources approval to execute account-related tasks such as Account Assistance or RI Management. In addition, Primary Contacts can authorize additional Primary and Secondary Contacts. If a Primary Contact is no longer an employee, SHI requires a senior manager or higher to authorize a new Primary Contact or approve account-related tasks.
  • Secondary Contact(s): Customer employee(s) responsible for providing SHI Cloud Resources approval to execute account-related tasks such as Account Assistance or RI Management.
  • Email Address: Active email address. Must contain customer company domain and be configured to receive email from outside company network.
  • AWS Premium Support: In order to meet SLAs and deliver a high-quality customer experience, SHI requires that AWS Business or Enterprise support be activated in each IS2-enabled AWS account. This allows us to obtain additional details on any service issues related to AWS’ underlying infrastructure.
  • t2.micro EC2 instance: SHI requires a newly provisioned t2.micro EC2 instance in each IS2-enabled AWS account to provide remote monitoring and management services to the AWS environment. The monitoring system is lightweight and agentless.