Small and medium enterprises (SMEs) are pivotal in driving innovation and economic growth in today’s market. Over one-third of these businesses are actively involved in research and development for new products or services, and nearly half are launching new offerings. Additionally, SMEs are embracing opportunities like digital transformation by leveraging technology. As they transition to cloud computing, these businesses encounter distinct needs and challenges that evolve with their growth.
A critical aspect of their cloud journey is establishing the right partnerships to support their operations while staying current with the necessary skills for success in the cloud. This is particularly important as many SMEs have limited in-house IT resources. Often, these teams are small and may not have a dedicated individual to manage their relationship with cloud providers. Consequently, they may struggle with limited access to expertise, leading to project delays and rising costs. Engaging with Amazon Web Services (AWS) support can help mitigate many of these issues.
Why Choose AWS and Its Support Plans?
AWS offers several support tiers tailored to meet customers’ needs based on their cloud journey. More details on the various AWS Support options can be found in this blog post. While all support tiers may be beneficial for SMEs, the specific workloads of the customer often dictate the most suitable AWS Support level for their operational and business requirements.
This discussion will center on the Enterprise On-Ramp (EOP) Support, which many AWS SME clients find advantageous. Despite the term “enterprise” in its title, this support plan is not exclusive to large organizations. EOP delivers proactive assistance and connects users with a team of support experts and Technical Account Managers (TAMs). It is particularly recommended for SMEs seeking guidance to enhance operational efficiency and requiring faster responses for critical business issues.
How Does EOP Address SME Challenges?
The EOP adopts a customer-focused approach, providing features that cater to the primary needs of SME clients, such as cloud optimization and cost control. This support plan offers timely expert advice to enhance operational efficiency, ensuring a stronger technical connection with AWS and top-notch case management capabilities when problems arise. Think of EOP as your go-to resource for superior cloud support.
It’s also worth mentioning that many SMEs either currently sell to or aspire to sell to larger enterprises. To do so, they must ensure enterprise-level uptime for their business applications.
Gaining Access to AWS Experts for Business Growth
At the core of EOP is the collaboration with TAMs. They partner with customer teams, serving as their point of contact—leading, coaching, and identifying optimization opportunities while advocating for customer needs within AWS. Upgrading to EOP or Enterprise Support provides access to TAMs, which is not available in lower support tiers like Developer and Business Support. In 2022, around 70 percent of AWS SME clients who upgraded their support plan identified TAM engagement as the primary motivator for cloud adoption.
An Illustrative Case of EOP Helping an SME Reduce Costs
Simplica Corporation, an SME specializing in cloud hosting and user-friendly web portals based in Delaware, recently upgraded their AWS support tier to EOP. One of their executives commented:
“Simplica’s relationship with AWS has flourished through the EOP plan. The plan has provided us access to knowledgeable TAMs who connect us with key subject matter experts within AWS. The TAMs have been highly responsive, offering insightful information about AWS services and valuable cost optimization recommendations. This has allowed us to evolve the Simplicia Cloud and achieve our business objectives. Overall, our experience with EOP has been extremely positive and productive.”
SME organizations must launch their solutions quickly and efficiently. Getting it right the first time when building and launching applications is essential to stay within budget, minimize disruptions, and ensure a stable user experience. Customers like Simplicia also need to consider scaling resources to meet the demands of their growing customer base and enhancing security to comply with regulatory requirements. Collaborating with EOP TAMs helps clients leverage AWS best practices in these areas.
If you are new to digitization or looking to expand your cloud capabilities, explore solutions by industry, benefit, use case, and more on AWS Smart Business. Additionally, for a deeper understanding of the topic, check out this article, as they are an authority on this subject.
Supporting a Complex Contact Center Project at Every Step
In 2022, one of our SME clients in Georgia faced challenges during a major contact center solution implementation for a key client. They encountered numerous obstacles that complicated the project. The client submitted several support cases and sought expert guidance on architecture reviews to ensure proper infrastructure setup. Upon subscribing to EOP, the TAMs played a crucial role in their successful release by coordinating with subject matter experts for reviews and expediting support cases for quicker resolution.
Through EOP Infrastructure Event Management (IEM) engagement, the client benefited from expert support throughout the entire implementation process, including weeks leading up to the launch, during the event, and afterward.
What Is an IEM?
In IEM, TAMs provide guidance on architecture, scaling, and operational procedures during project preparation and execution. Customers receive assistance with:
- Assessing operational readiness
- Identifying and optimizing architectural challenges to minimize risks
- Anticipating and planning for potential failure scenarios that could jeopardize project success
A critical business launch can be stressful and challenging for development managers, requiring significant investment of time, resources, and effort. Any infrastructure event or incident during the launch can adversely affect its success. With TAMs and other AWS experts staffing a “war room” during the event, customers can be assured that any issues will be escalated promptly and documented for a post-event analysis.
Achieving Cloud Cost Optimization with AWS TAMs
In today’s inflationary climate, cost optimization has become a vital concern. In fact, it is often the first question customers ask us. For SMEs with lean teams lacking in-house IT resources and operating under strict budgets, this focus is critical. Through a cost optimization review, TAMs provide in-depth assessments of the entire tech environment or specific workloads, such as:
- Databases
- Web applications
TAMs have extensive access to “everything AWS,” allowing them to tap into organizational knowledge and new feature or product releases. This expertise can be invaluable for SMEs considering whether to build or buy solutions, ultimately saving both time and money.
Next Steps
The support conversation begins with you, our customer. We will focus on your priorities, challenges, business objectives, and desired outcomes. Your AWS Account Team and dedicated support specialists are here to help you choose the right support tier for your needs. For additional insights, you can refer to this excellent resource.
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