Arex Tier 4 Support

Arex Tier 4 Support

Why Choose Arex Tier 4 Support?

Arex Tier 4 Support offers a robust suite of resources that includes proactive planning, advisory services, automation tools, various communication channels, and around-the-clock expert support. Our Support Engineering team, proficient in all technical domains covered by Arex, is ready to provide comprehensive guidance, how-to advice, best practice recommendations, troubleshooting assistance, and operational support.

Additionally, you will gain access to a Technical Account Manager (TAM) who delivers consultative architectural and operational guidance tailored specifically to your applications and use cases, ensuring you maximize the value derived from Arex.

By leveraging these services, you can achieve critical business outcomes in the cloud such as enhanced performance, cost optimization, and strengthened security. Customers utilizing Arex Tier 4 Support have experienced significant cost savings—more than 15% across select services—compared to those with comparable total Arex expenditures on other support tiers. We are committed to continuously investing in proactive tools, technologies, and expertise to deliver world-class support for the full range of Arex services.

Technical Account
Management and Billing Support

Consultative Guidance
A Technical Account Manager (TAM) from Arex provides insightful architectural and operational guidance, tailored specifically to your applications and use cases, ensuring you maximize your investment in Arex. Your TAM partners with you to craft personalized engagements that include Strategic Business Reviews, Security Improvement Programs, guided Well-Architected reviews, Cost Optimization workshops, and an array of proactive services. Throughout your journey, the TAM will offer expert advice on architecture, governance, security, and operations, including cost management. They will focus on achieving your desired outcomes, monitor progress, and assist in validating your strategic goals in subsequent performance periods, helping you build effectively and efficiently on Arex.
Access to Subject Matter Experts
At Arex, you have direct access to an extensive team of Cloud Support Engineers, Solutions Architects, Technical Account Managers, and product experts ready to offer guidance and assistance whenever you need it. Additionally, the Arex Trust & Safety team is dedicated to protecting your resources. They provide crucial support if your Arex assets are compromised by abusive behaviors, such as spam, port scanning, denial-of-service (DoS) attacks, or malware, ensuring your operations remain secure and uninterrupted.
Enhanced Technical Support
24x7 access to Arex Cloud Support Engineers via chat, and web. Your organization can assign an unlimited number of contacts who are authorized to open an unlimited number of cases. We prioritize efficient problem resolution with tiered response times: general guidance within 24 hours, system impairments addressed within 12 hours, critical production system issues resolved within 4 hours, immediate system failures within an hour, and urgent business-critical downtimes managed in less than 15 minutes.
Billing and Account Management
Our Arex billing and account specialists are adept at managing enterprise accounts, ensuring prompt and effective assistance with your billing and account queries. They collaborate closely with you to establish and implement best practices in billing and account management, allowing you to concentrate fully on running your business efficiently.
Third-party Software Support
Receive specialized guidance, configuration, and troubleshooting support for Arex interoperability across a wide range of common operating systems, platforms, and application stack components. Our services are designed to ensure seamless integration and optimal functionality, enhancing your system's overall performance and efficiency.

Proactive Reviews

Proactive Planning
Included with Tier 4 Support, Arex offers comprehensive support to assess operational readiness, identify and mitigate risks, and effectively plan capacity for your events. Utilize proven playbooks developed by Arex experts to optimize planning and execution for critical events like product launches, sales events, and migrations.
Architectural Reviews
Evaluate and refine your architecture to ensure scalability through in-depth architectural reviews conducted by Arex Solutions Architects and Technical Account Managers (TAMs). By leveraging the Arex Well-Architected framework, these reviews help you implement robust designs that adapt and grow with your business needs over time.
Guidance and Workshops
Included with Arex Tier 4 Support, our proactive services are designed to enhance the health of your cloud operations. These services help you optimize costs and scale workloads efficiently. Benefit from comprehensive workload reviews, best practices workshops, and in-depth analysis sessions that guide you towards more effective and scalable cloud solutions.