Description and Significance topics of AWS support
1. EBS Volume and Snapshots
Description: EBS Volume snapshots are point in time snapshots, which uses the incremental backup, instead of using whole file/folder backups, changes to the point in time will be copied.
Significance: The restoration for point-in-time will be
easier, storage copy/backup will be faster and available through all the
availablility zones in the region. You can also get exact copy from the time
which you required the backup.
Description: Amazon S3 is a repository services, which
caters the different requirements through its classes. Also supports, Data Lake,
Backup/Restore, Archive and Gen AI
Significance: Through its different classes, it provides
services to different usage of storage services. You can use S3 for structured
or unstructured data, run the data analytics, use it for artificial intelligence
use cases.
3. Amazon CloudFront
Description: Amazon Cloudfront delivers the Content delivery
network, where it can cache the information on edge point, then deliveries the
cached information be it dynamic or static content given for html, java, php
etc.,
Significance: Reduced latency provides through the cached
information delivers faster information to the consumers. Cost efficient, and
improved security through traffic encryption and access controls, provides in
control with the hosted sites.
4. Proactive Support
Description: Proactive support like writing FAQs,
documenting the regular issues, providing patch updates are the proactive support.
Significance: We can save consumer time on troubleshooting
issues, also providing notifications and updates they will be updated with the
IT notification on what is happening with the IT teams.
5. Escalation Management
Description: Appropriate escalation management is required,
whether within the management level and technical level.
Significance: Management level to identify and escalate the
issues with in the internal teams and management also, so that appropriate
support will be provided to the consumer. Technical levels like L1, L2, L3 and
L4 provides technical support on their levels even manage the technology with help
of the vendors.
6. Root cause analysis
Description: For Major Incident, known issues, RCA to be
maintained and steps to documented. Whether this issue likely occur in near
future, this RCA analysis will be used. RCA analysis can starts with 5 Whys,
when, where, how, who these questions captured with answers.
Significance: RCA analysis becoming key result provider for
ages, for future events or same events occurring in future, even working on same
server, application, storage, network, how to fix the issue without any or minimal
downtime, this RCA will be useful. Also get into deep dive why it happened
required to explain business whether its an operational issue, technical issue,
application issue, security issue etc., can be clarified.
7. Automation in Support
Description: Automation in support is required one, whether
it is for documentation, providing steps, finding relevant data to the fields
Automation in support is very much required.
Significance: It minimize the manual work and simplifies the
support, provides streamlining, workflows gives end-to-end support to users.
Also improves customer experience with the support teams.
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