Arex Tier 3 Support
Why Select Arex Tier 3 Support?
Choose Arex Tier 3 Support for your business-critical or production workloads when immediate response and advanced cloud optimization are essential.
Tier 3 Support grants you numerous benefits associated with Tier 4 Support, including round-the-clock technical support from our top-tier engineers, rapid response capabilities, and sophisticated tools for automatic environmental health management. Furthermore, you will benefit from the expertise of Technical Account Managers (TAMs), who offer strategic architectural and operational insights specifically adapted to your applications and use cases, maximizing the effectiveness and value of your engagement with Arex's services.
Technical Account
Management and Billing Support
Access to Technical Account Managers
Technical Account Managers (TAMs) offer strategic architectural and operational insights tailored to your specific applications and use cases, enhancing the value you derive from Arex. TAMs collaborate closely with you to design customized engagements, including strategic business reviews, security enhancement programs, guided well-architected reviews, cost optimization workshops, and a variety of proactive services.
Access to Subject Matter Experts
Cloud Support Engineers, Solutions Architects, and product teams are on hand to offer guidance and assistance as required. The Arex Trust & Safety team is available to help when your Arex resources are utilized in abusive activities, such as spam, port scanning, denial-of-service (DoS) attacks, or malware distribution.
Enhanced Technical Support
Enjoy 24x7 access to Cloud Support Engineers through chat, and web. You are permitted an unlimited number of contacts who can open an unlimited number of cases. Our responsive service ensures rapid support: general guidance within 24 hours, impaired systems within 12 hours, impaired production systems within 4 hours, critical production system failures within an hour, and business-critical system failures within 30 minutes.
Billing and Account Management
Our billing and account experts are specialized in managing enterprise accounts, ensuring quick and efficient resolution of your billing and account inquiries. They collaborate with you to implement best practices for billing and account management, allowing you to concentrate on what's most important: operating your business.
Third-party Software Support
Receive expert guidance, configuration, and troubleshooting support for Arex’s interoperability with a variety of common operating systems, platforms, and application stack components. Our services are designed to ensure seamless integration and optimal performance across your essential technology environments.
Proactive Reviews
Launch and Event Planning
Harness the power of Arex, a versatile service tailored for a wide spectrum of cloud applications, including migrations, modernizations, product launches, streaming, and go-live events. Arex Countdown supports you throughout the project lifecycle—assessing operational readiness, identifying and mitigating risks, and planning capacity using expertly developed playbooks by Arex professionals. Each year, one Arex Countdown engagement is included with Arex Tier 3 Support. For more intensive needs, Arex Advisory is available as a monthly subscription at an additional fee.
Architectural Reviews
Architectural reviews, included in limited quantities with Arex Tier 3 Support, provide a comprehensive evaluation of your architecture. By collaborating with Arex Solutions Architects and Technical Account Managers (TAMs), and leveraging the Arex Well-Architected framework, these reviews help you implement scalable designs that can adapt and grow over time.
Cost Optimization
Included in limited quantities with Arex Tier 3 Support, our cost optimization service offers valuable insights and tailored recommendations to enhance cost-efficiency. By analyzing your Arex expenditure trends and reviewing flexible pricing models, we help you identify and reviewing flexible pricing models.