Comparing AWS Countdown and Countdown Premium

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Content level: Intermediate
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This article compares the standard Countdown offering from AWS with the premium Countdown Premium service. The purpose is to help customers understand the key differences and benefits of the Countdown Premium option to better manage critical events, such as service launches, upgrades, or scheduled maintenance.

AWS Countdown is a specialized service designed to help customers plan and execute critical events in their AWS environments. These events can include service launches, major upgrades, scheduled maintenance, or other significant changes to your infrastructure. In the article, we explored how AWS Countdown services can help organizations maintain business continuity during critical events. AWS offers two tiers of support: Countdown and Countdown Premium. By examining the key distinctions between these offerings, businesses can make an informed decision about which service level aligns best with their needs for managing crucial AWS infrastructure changes and events. Understanding these differences enables organizations to choose the most suitable option, ensuring they have the right level of support and expertise to navigate complex transitions and maintain operational stability.

Key Differences: Countdown vs. Countdown Premium

FeatureAWS CountdownAWS Countdown Premium
Service LeadershipTAM-ledEngineer-led
Designated SupportNo designated engineerDesignated Countdown Engineer assigned to the customer
Engagement ModelTAM primarily responsible for the engagementCountdown Engineer leads the engagement, collaborating with TAM and account team
Planning and CommunicationTAM handles customer meetings and communicationCountdown Engineer schedules and leads meetings, manages communication through a parent outbound support case
Context-Aware SupportTAM responsible for understanding customer workloadsCountdown Engineer studies the context of desired business outcomes for strategic support
Architecture ReviewsAccount team conducts reviews for Enterprise Support and Enterprise On-Ramp customersCountdown Engineer collaborates with TAMs and SAs for event readiness evaluation
Runbooks and PlaybooksGeneric planning workbook and processCustomized playbooks and runbooks for each engagement and event type
Service Team EngagementTAM submits specialist requests with no defined SLADesignated engineer oversees staffing and participation of engineers for events
Testing and Reporting ToolsNo support tooling availableAdvanced reporting, analytics, and specialized AWS support tools for safe research and testing
Event SupportTAM available on bridge for customersCoordinated staffing ensures coverage during critical events
Post-Event ActivitiesTAM handles post-event activities and follow-upsCountdown Engineer executes post-event activities, provides hyper-care and retrospective support
Availability and PricingIncluded in Enterprise Support at no cost$10K per month subscription (before eligible discounts)
Customer EligibilityAvailable to Enterprise On-Ramp and Enterprise Support customersAvailable to Business, Enterprise On-Ramp, and Enterprise Support customers

In conclusion, AWS Countdown and Countdown Premium offer distinct levels of support for managing critical events in AWS environments. While Countdown provides TAM-led guidance included with Enterprise Support, Countdown Premium delivers a more comprehensive, engineer-led approach with advanced tools and dedicated support. By understanding these key differences, organizations can choose the service that best fits their needs, complexity of events, and budget. Ultimately, both options aim to help businesses navigate complex transitions, minimize risks, and maintain operational stability during crucial periods of change in their AWS infrastructure.

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