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Enjoy all the benefits of AWS combined with expertise and customer centric focus from SHI.
From supporting simplified billing to seamlessly managing and optimizing your assets, you can collaborate with SHI for all your Amazon Web Services (AWS) needs, and tap into all the benefits AWS has to offer.
Greater Transparency
We have the tools, expertise and services to help you track your AWS assets and spend.
Better Alignment
We align your AWS usage and spend with your business processes.
Additional Savings
Annually, our customers experience as much as 30% savings 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.
Increase your visibility and control over your AWS environment with SHI Support Services:
SHI Support Services for AWS
AWS Support & Managed Services from SHI provide multiple options for maintaining your AWS environment, including specifying your service level and your AWS account level - giving you greater choice and control.
Basic
Our basic support package is a foundational service offering that can be purchased through SHI, and includes the following:
- Access to SHI's One Cloud Management Platform for supported services
- Net payment terms provided* through SHI
- Access to AWS Partner funded programs
- Pricing agreements and volume discounts, at no additional cost to you
- Cloud adoption support offerings: access to self-service support, webinars, events, resources for industry best practices and reference architectures
- Simplified billing through monthly invoicing with custom bill-splitting and chargeback processing
- Access to fee-based public cloud professional and managed services
- Flexible support options**
| Feature | SHI AWS Basic Support Services |
|---|---|
| Simplified Billing and Billing Support | We can tailor your cloud invoicing to align with your business requirements. |
| SHI One Portal Access | Access to SHI's Cloud Management Portal - SHI One - featuring visibility and management of cloud support request. In addition to cloud account and usage data. |
| Cloud Adoption Team Support | Access to SHI’s Cloud Adoption Team to help your organization leverage AWS to transform your business. |
| Self-Service Technical Support | 24/7 access to documentation, white papers and reference architectures for the AWS platform. |
*Upon credit approval
**Direct support from AWS or direct support from SHI available at higher tiers
Professional
Our professional service level is for customers who want to retain hands-on capabilities for configuration and management of their AWS environment while leveraging SHI’s first-call support and trusted advising.
This service level includes all basic support package features and access to AWS-certified engineers and resources for architecture and guidance for best practices.
Within our professional service level, SHI serves as the sole point of contact for any issues related to your AWS platform.
Managed
The managed service level is designed for customers needing ongoing support with features such as 24/7 system management, incident alerting and response for their AWS environment — with response times as low as 30 minutes.
This service level includes all the features of basic and professional while providing 24/7 operational support for your public cloud environment. Additional services include monitoring, patching, operating system support and optional database management.
Additional Support and Managed Services are available, please contact your SHI Cloud Account Manager for additional details.
Refer to https://www.shi.com/AWS-Service-Guide.
SHI Support Services for AWS
Readily accessible support experts are crucial to every organization. At SHI, we strive to respond as quickly as possible to your requests and inquiries.
| Service | Basic | Professional | Managed |
|---|---|---|---|
| Service Desk (Technical Support) | Self-service portal available: 24/7 | Available: 24/7 Low: 8 hours Medium: 4 hours High: 2 hours Critical: 30 minutes |
Available: 24/7 Low: 8 hours Medium: 4 hours High: 2 hours Critical: 30 minutes |
| Billing Support | Available: Business hours Low: 8 business hours |
Available: Business hours Low: 8 business hours |
Available: Business hours Low: 8 business hours |
| Account Management | Available: Business hours Low: 8 business hours |
Available: Business hours Low: 8 business hours |
Available: Business hours Low: 8 business hours |
| Severity Level | Description |
|---|---|
| Low | Customer is requesting general guidance such as a "How To" information request or support for a billing issue. |
| Medium | The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A user or small number of users are experiencing partial disruption, but an acceptable workaround exists. |
| High | The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A user or small number of users, customer, or service is partially affected. |
| Critical | One or more services aren’t accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected. |
Enhanced Support and Managed Services are available, please contact your SHI Cloud Account Manager for additional details.
Refer to https://www.shi.com/AWS-Service-Guide.
Ready to learn more or get started with SHI Support Services for AWS? Contact us today.
Your AWS. Your Storage.
No cookie cutters here. From archiving and disaster recovery to primary storage and backup and recovery, we have the ideal storage solution for your AWS environment.