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Amazon Web Services Launches AWS Premium Support, Providing Customers with Fast, One-on-One Technical Assistance

AWS Also Launches Service Health Dashboard, Free to All AWS Customers

SEATTLE--(BUSINESS WIRE)--April 17, 2008--Amazon Web Services LLC (AWS), an affiliate of Amazon.com, Inc. (NASDAQ:AMZN), today announced the availability of AWS Premium Support. AWS Customers who sign up for AWS Premium Support will receive personalized technical assistance from the Amazon Web Services team, whenever and as frequently as their business demands. The service offers support for operational issues or technical questions during development, test or integration. Customers can contact AWS developer support engineers and count on fast, predictable response times and personalized support to help bring their issues to resolution. AWS Premium Support is currently available to customers of the Amazon Simple Storage Service (Amazon S3), Amazon Elastic Compute Cloud (Amazon EC2), and Amazon Simple Queue Service (Amazon SQS).

"Increasingly, businesses that depend on AWS Infrastructure Services have asked for deeper levels of technical support," said Adam Selipsky, Vice President of Product Management and Developer Relations for Amazon Web Services. "With today's launch of AWS Premium Support, customers who experience operational issues or have technical questions can now contact our team of AWS developer support engineers and count on guaranteed response times and one-on-one support to help bring their issues to resolution."

Two AWS Premium Support plans offer customers of AWS Infrastructure Services an unlimited number of support cases, with pay-by-the-month pricing and no long term contracts. Below are details on these plans:

  • AWS Premium Support (Silver) Provides business day technical support, with response times ranging from four business hours for high severity issues to two business days for lower severity issues. Pricing for the Silver plan is the greater of $100 per month or $0.10 per dollar of total monthly usage of the applicable AWS services, with access to an unlimited number of support cases.
  • AWS Premium Support (Gold) In addition to the benefits of the Silver plan, the Gold plan provides around-the-clock phone support, and response times of one hour for urgent issues. Pricing for Gold support is the greater of $400 per month or $0.10-$0.20 per dollar of total monthly usage of the applicable AWS services, based on amount of AWS service usage.

Today, AWS also launched a free Service Health Dashboard that provides information on operational status of each service. The health of each service will be indicated as green, yellow, or red, with additional information provided as relevant. All AWS customers have access to this service status page via the Web or via RSS feed.

In addition, all customers continue to have access to free AWS Basic Support that includes developer forums, technical FAQs, and a resource center.

Here's what customers are saying about AWS Premium Support.

"The ability to get one-on-one technical support from Amazon Web Services will enable us to even more widely integrate AWS with our service infrastructure," said Marc Goldberg, Chief Technology Officer for Next New Networks, a media company creating micro-television networks over the Internet for targeted communities. "Knowing we can connect with AWS any time day or night will help us run even more mission critical applications on the services."

"Premium Support from Amazon Web Services will allow TC3 to get even more creative with our application development by being able to leverage the expertise of the Amazon technicians," said Paul Horvath, Chief Technology Officer for TC3 Health, a company providing HIPAA-compliant claims management and cost containment systems for healthcare claims. "Guaranteed support will also allow us to develop even more substantial applications using Amazon Web Services knowing that Amazon is there to support us."

"Coghead is a leading Platform-as-a-Service provider that allows a wide range of developers to quickly build powerful business applications that run on Amazon Web Services," said Paul McNamara, CEO of Coghead. "We are thrilled to have 24/7 support from Amazon Web Services as Coghead extends its services globally."

"Mogulus is running a critical live video content delivery network on the Amazon Web Services platform," said Max Haot, CEO of Mogulus. "Our broadcast customers rely on us and we rely on Amazon Web Services so we're excited to know we can get direct support anytime we need it."

To sign up for AWS Premium Support, please visit http://aws.amazon.com/premiumsupport.

About Amazon.com

Amazon.com, Inc., (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Amazon.com and other sellers offer millions of unique new, refurbished and used items in categories such as books, movies, music & games, digital downloads, electronics & computers, home & garden, toys, kids & baby, grocery, apparel, shoes & jewelry, health & beauty, sports & outdoors, and tools, auto & industrial.

Amazon Web Services provides Amazon's developer customers with access to in-the-cloud infrastructure services based on Amazon's own back-end technology platform, which developers can use to enable virtually any type of business. Examples of the services offered by Amazon Web Services are Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service (Amazon S3), Amazon SimpleDB, Amazon Simple Queue Service (Amazon SQS), Amazon Flexible Payments Service (Amazon FPS), and Amazon Mechanical Turk.

Amazon and its affiliates operate websites, including www.amazon.com, www.amazon.co.uk, www.amazon.de, www.amazon.co.jp, www.amazon.fr, www.amazon.ca, and the Joyo Amazon websites at www.joyo.cn and www.amazon.cn.

As used herein, "Amazon.com," "we," "our" and similar terms include Amazon.com, Inc., and its subsidiaries, unless the context indicates otherwise.

Forward-Looking Statements

This announcement contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. Actual results may differ significantly from management's expectations. These forward-looking statements involve risks and uncertainties that include, among others, risks related to competition, management of growth, new products, services and technologies, potential fluctuations in operating results, international expansion, outcomes of legal proceedings and claims, fulfillment center optimization, seasonality, commercial agreements, acquisitions and strategic transactions, foreign exchange rates, system interruption, significant amount of indebtedness, inventory, government regulation and taxation, payments and fraud. More information about factors that potentially could affect Amazon.com's financial results is included in Amazon.com's filings with the Securities and Exchange Commission, including its Annual Report on Form 10-K for the year ended December 31, 2007, and subsequent filings.

CONTACT: Amazon.com Media Relations, 206-266-7180 SOURCE: Amazon.com, Inc.


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