Amazon Web Services EMEA Sarl, UK Branch

AWS Support - Enterprise

Recommended if you have business and/or mission critical workloads in AWS

Features

• Annual Consultative architecture review and guidance based on applications
• Access to proactive reviews, workshops, and deep dives
• Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport
• AWS Countdown included. AWS Countdown Premium: additional fee (monthly subscription)
• Designated Technical Account Manager for consultative architectural and operational guidance
• Full set of AWS Trusted Advisor Best Practice Checks
• Prioritized recommendations with AWS Trusted Advisor Priority
• 24/7 phone, web, and chat access to Cloud Support Engineers
• Unlimited cases and unlimited contacts (IAM supported)
• Access to AWS Support App in Slack

Benefits

• Focus on proactive management to increase efficiency and availability
• Programmatic Case Management: AWS Support API
• 3rd party software: Interoperability and configuration guidance and troubleshooting
• Access to AWS Managed Services for an additional fee.
• Prioritized responses on AWS re:Post
• AWS Countdown Premium available for additional fee: monthly subscription
• Access to AWS Incident Detection and Response for additional fee

£12,000 a unit a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aws-ukps-frameworks@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

209350611349747

Contact

John Davies
02036801685
aws-ukps-frameworks@amazon.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: Enterprise Support customers receive 500 credits annually for self-paced labs through qwiklabs
• Training is tied to specific services: Yes
• Services the training service works with: AWS Cloud Services

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Architecture Support - Consultative review and guidance based on your applications; ; Third-Party Software Support - Interoperability & configuration guidance and troubleshooting; ; Architectural Review - Access to a Well-Architected Review delivered by AWS Solution Architects. Run against mission-critical workloads, this review compares and contrast your architecture with AWS best practices, and provides guidance to help you design reliable, secure, efficient, and cost-effective systems in the cloud.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: AWS Cloud services

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: AWS Support Offering

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Case Severity/Response Times -; General guidance: < 24 hours; System impaired: < 12 hours; Production system impaired: < 4 hours; Production system down: < 1 hour; Business-critical system down: < 15 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: N/A
• Web chat accessibility testing: N/A
• Support levels: 24x7 phone, email, and chat access to Support Engineers; ; Unlimited cases / unlimited contacts (IAM supported); ; General guidance:; < 24 hours; ; System impaired:; < 12 hours; ; Production system impaired:; < 4 hours; ; Production system down:; < 1 hour; ; Business-critical system down:; < 15 minutes; ; 3rd party software support - Interoperability &; configuration guidance; and troubleshooting; ; Technical Account Manager (TAM) coordinates access to programs and other AWS experts as needed.; ; Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization.; ; Concierge Support Team

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As part of The Climate Pledge, Amazon—including AWS—is committed to reaching net-zero carbon emissions by 2040 (10 years ahead of the Paris Agreement). As part of this commitment, Amazon is on a path to power its operations with 100% net renewable energy by 2025—five years ahead of their original 2030 commitment. Amazon has over 500 global renewable energy projects and, in 2022, 90% of electricity consumed by Amazon was attributable to renewable energy sources, up from 85% in 2021. In 2022, the electricity consumed in 19 AWS Regions was attributable to 100% net renewable energy. A study by 451 Research found that AWS infrastructure is five times more energy efficient than the average surveyed European enterprise data centre. AWS achieves lower energy use in its data centres through innovation, such as designing cooling systems that reduce energy and water use (https://sustainability.aboutamazon.com/environment/the-cloud/water-stewardship), and using real-time sensor data to adapt to changing weather conditions. Additionally, AWS is committed to being water positive by 2030. That means we will return more water to nearby communities and environments than we use in our data centre operations. AWS’s global data centre water usage efficiency (WUE) was 0.19 L/kWh in 2022, a 24% year over year improvement from 0.25 L/kWh in 2021, demonstrating AWS’s leadership in water efficiency among cloud providers. We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include game days, hackathons, immersion days and well-architected reviews to explore ways in which cloud technology can help organisations achieve their sustainability goals.

  Covid-19 recovery

  In support of the COVID-19 response, AWS provided highly scalable and reliable infrastructure capacity, technical support, and AWS services to help customers with their research, remote work and learning, and other solutions to address their needs and the effects this is having on communities and businesses. Examples include hosting the AWS Covid-19 data lake, a centralized repository of up-to-date and curated datasets focused on or related to the spread and characteristics of Covid-19 and helping the NHS to innovate and experiment quickly by funding proof of concepts. In 2021, we launched the AWS Health Equity Initiative as a three-year, $40 million commitment to help solve gaps in health equity. Since then, 229 organizations have contributed innovations to the program to help address disparities in social determinants of health around the world. Having distributed more than $30 million of the original funds, we see even greater potential to support more organizations using the cloud to make a difference in the health and lives of underserved populations. In January 2024, AWS announced an additional $20 million in funding for the Health Equity Initiative, bringing the company’s total commitment to $60 million in cloud credits and technical expertise. We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include access to health equity cloud credits to support a proof of concept application to bridge gaps in health equity.

  Tackling economic inequality

  Since 2010, Amazon has made direct investments in our UK operations of more than £56B. These direct investments raise the economic activity in a given region, and creates a ripple effect through the economy as the firms that supply goods and services to Amazon expand and associated household spending increases. In the past five years Amazon has onboarded more than 3,000 apprentices. More than 100,000 UK SMEs now sell on Amazon, many of which are located outside of London. SMEs based in Manchester, Belfast and Glasgow selling on Amazon recorded some of the highest average annual revenues, surpassing the average annual revenue of London-based sellers. Amazon also provides small business owners, start-ups and entrepreneurs with tools and opportunities to succeed, like the Amazon Small Business Accelerator. We also offer the Amazon Sustainability Accelerator, an equity-free programme supporting start-ups who are driving sustainable innovation. We’re here to help entrepreneurs to grow their skills and scale their businesses so they can maximise their climate impact. We provide training and support for educational attainment through schemes including AWS Academy, which helps prepare students for industry-recognized certifications and careers in the cloud, AWS Educate, which provides hundreds of hours of free self-paced training and resources, AWS Training and Certification, which helps to build and validate skills, and AWS re/Start which prepares unemployed and underemployed individuals for cloud careers through classroom-based training. We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will be aligned with the scope and scale of each contract and each customer’s priorities. Examples include enabling access to AWS Activate, AWS Academy, and AWS Educate, provision of AWS Training and Certification courses to enable skills development, and coordinating employability sessions and mentorship.

  Equal opportunity

  As part of our Success and Scale Bring Broad Responsibility leadership principle, Amazon supports initiatives that reduce barriers to entry for entrepreneurs and young learners exploring STEM education. AWS has invested $50 million to support the creation of STEM-focused programs at AWS and partner organisations and announced our intent to help 29 million people around the world grow their technical skills with free cloud computing training by 2025. For example, AWS re/Start is a cohort-based workforce development training program that prepares individuals for careers in the cloud and connects them to potential employers. A technology background is not required to apply. The program is free to the learner and focused on helping unemployed or underemployed individuals launching a new career. AWS re/Start’s collaborating organizations support underrepresented groups, minorities, displaced individuals, young people, and more. Our programmes also reach young learners to inspire the next generation of talent, and to ensure that learners from all backgrounds have the opportunity to access STEM education. For example, AWS GetIT is a fully-funded, flexible educational programme that helps students consider a future career in tech. With AWS GetIT, you will help your students learn human and digital skills as they learn what it takes to design an app, work together to create an app idea, and meet professionals in tech. We will include specific and measurable social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will be aligned with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include enabling access to training and support for organisations working to support under-represented groups or provide resources to digitally excluded individuals.

  Wellbeing

  AWS is committed to providing the support, benefits, and opportunities its employees need to be successful. AWS offers employees access to benefits to support physical and financial well-being, including access to healthcare coverage and long-term savings plans. Additionally, employees around the world and their eligible dependents have access to an Employee Assistance Programme that provides mental health support 24 hours a day. AWS gives quarterly Well-Being Days for the Public Sector organisation within AWS, where employees are encouraged to spend the day volunteering, enhancing well-being skills through freely available trainings, or do other wellness activities like meditate or exercise. Further, we have a UK-based Health and Well-Being Affinity Group, which raises awareness of what mental health is and bring attention to what resources exist to support employees and their families. Our leadership principles describe how Amazon does business and we demonstrate the leadership principles through our actions every day. One of our leadership principles, Strive to Be Earth's Best Employer, encapsulates our focus on ensuring a safer, more productive, higher performing, more diverse, and more just work environment Our global teams work closely with suppliers to communicate our standards and help suppliers build capacity to provide working environments that are safe and respectful of human rights. We routinely evaluate our supply chain to understand the highest risks to workers and prioritise our efforts. Our supply chain standards can be found here: https://sustainability.aboutamazon.com/amazon-supply-chain-standards-english.pdf We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential social value commitments include hosting immersion days and events, holding webinars, and providing local grants to organisations focused on promoting health and wellbeing.

Pricing

• Price: £12,000 a unit a month
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aws-ukps-frameworks@amazon.com. Tell them what format you need. It will help if you say what assistive technology you use.