SoftwareOne Led Support
Overview
SoftwareOne Led Support provides comprehensive, 24/7 assistance for AWS resources accessible via the AWS Management Console and API. SoftwareOne's team of certified AWS professionals is committed to delivering rapid, reliable support, including a guaranteed 15-minute response time for critical incidents. This ensures swift issue resolution, minimizing downtime and mitigating disruptions to your systems.
Beyond incident management, SoftwareOne support extends to proactive guidance and operational excellence. You can:
Ask “How-to” questions about AWS services and features.
Request best-practice recommendations for integration, deployment, and ongoing management of AWS resources.
Report incidents or seek troubleshooting assistance for operational or systemic issues.
SoftwareOne's experts will diagnose problems, provide actionable solutions, and recommend remediation steps. If an issue cannot be resolved directly by SoftwareOne, it will be escalated to AWS Support and, when necessary, involve SoftwareOne's AWS Technical Account Manager (TAM) to ensure timely resolution.
With SoftwareOne Led Support, you gain a trusted partner dedicated to optimizing your AWS environment and safeguarding business continuity.
Frequently Asked Questions
Is the AWS TAM in SoftwareOne led Support a dedicated resource, similar to AWS Enterprise Support?
A named Technical Account Manager is assigned to SoftwareOne and can be engaged as required.
How does the AWS TAM support customers under SoftwareOne-led Support?
The AWS TAM acts as an escalation path for support cases raised by SoftwareOne when additional assistance is required.
Can customers interact directly with the AWS TAM under SoftwareOne led Support?
SoftwareOne coordinates with the AWS TAM and works with the customer to resolve the issue.
Can customers contact AWS Support directly under SoftwareOne led Support?
No. Under the SoftwareOne led Support model, SoftwareOne is the single point of contact for AWS support, and all cases are raised through SoftwareOne.
Can some accounts in the organisation remain on Basic Support under SoftwareOne led Support?
No. In the current SoftwareOne led Support offering, all onboarded accounts are required to use Enterprise Support, and mixed support levels are not supported.