Partners Voice Differing Opinions on AWS Support

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"We get very little support from [Amazon]," said Bob Koche, vice president of business development at SeeVogh, a Silicon Valley, Calif.-based company that specializes in cloud-based video conferencing. "It took a lot just to get access to a sales engineer. If you invest the time, you pretty much don't need that much support anyway, but you definitely want to know that people can be made available when you need them. It is a little nerveracking when you can't get a sales engineer to take a call to ask a technical question while you're trying to implement something. Presales technical support is virtually nonexistent. If it's not on the website, you're on your own. I don't think they really understand the channel, in general."

Although Koche says that his company has been working with Amazon for three years, Amazon claims that SeeVogh does not appear on its list of registered partners. Koche also believes that he's paying very high packet transfer rates for data that crosses the demarcation points of multiple ISPs.

"They're not even close to competitive in that situation," he said. "Inter-ISP transfer fees are typically one penny per gigabyte, and they are charging the channel 12 cents per gigabyte. They've cut every other cost parameter, but that one still remains very high."

Responded Wise: "He's probably quoting our list price, but there is special pricing available to registered partners with discounts of up to 83 percent for data transfer pricing. We have a number of mechanisms that will help partners bring their overall price down on a variety of things. We also have a trusted adviser program that looks at customer spend, and makes proactive recommendations on how to optimize their dollars."

Meanwhile, Garret Carlson, director of strategic alliances at Seattle-based Slalom Consulting, says that he's been seeing a lot of improvement on how AWS works with the channel.

"They've made unbelievable strides in a short amount of time," said Carlson. "They're doing a great job of combining program structure with the business aspects necessary to get the job done. They're connecting their account teams with our account teams and aligning the two groups to create solid solutions."



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