Renova Cloud Now Delivers AWS Partner-Led Support – Backed by AWS Support

Cloud support isn’t just about fixing incidents. It’s about staying up, staying informed, and having a team that already understands your environment when something goes wrong.

That’s why we’re excited to announce that Renova Cloud is now an AWS Partner-Led Support (PLS) provider, earning AWS’s official Backed by AWS Support badge. This makes us your primary cloud support partner in Vietnam – with AWS diagnostic tooling, direct escalation to AWS experts, AWS WAR Remediation Credits, free access to our Renovisor cost dashboard, and on-site engineering support when you need it.

What is AWS Partner-Led Support?

AWS Partner-Led Support (PLS) is an AWS program that lets qualified partners – like Renova Cloud – own frontline technical support directly, using the same diagnostic tooling AWS Support engineers use internally. When a case needs deeper AWS involvement, we escalate it and work alongside AWS Technical Account Managers on your behalf, so you get local speed without losing access to AWS-level expertise.

What you get with Renova Cloud

Instead of juggling multiple support channels, you get 1 trusted partner for the entire AWS support journey – troubleshooting, optimization, and complex technical escalations alike.

• Faster incident response – published, severity-based response targets, not vague promises (see the plan comparison below)
• 24/7 support in Vietnamese and English – no time-zone gaps, no lost-in-translation moments during an outage
• On-site support when it matters – engineers can be physically present for critical incidents, major migrations, launches, and complex engagements
• AWS-grade diagnostics – secure, customer-approved access to the same tools AWS Support uses, so root-cause analysis moves faster (AWS confirms these tools cannot access your data or change your resources)
• A real escalation path – we bring AWS experts into the case when needed, but you still deal with only one team
• A free AWS Well-Architected Review – plus AWS WAR Remediation Credits to help offset the cost of fixing what it finds
• Free, unlimited-user access to Renovisor – our cost-tracking and optimization dashboard – you only pay for the underlying AWS usage
• Local VND billing – simpler contracts and tax-compliant invoicing, with no cross-border payment friction

More than technical support

Cloud issues rarely stop at the infrastructure layer. Production problems often touch applications, DevOps pipelines, Kubernetes, databases, security, or third-party platforms – and they don’t announce which layer they’re in before they start.

Renova Cloud supports the entire cloud ecosystem, not just individual tickets, so root causes get found faster and issues stop bouncing between vendors.

Why this matters for businesses in Vietnam

Many organizations deal with fragmented cloud support: repeating the same architecture details to different vendors, coordinating across teams, and waiting for the right specialist to even start investigating. Renova Cloud removes that friction with a support model built around five things:

1. Faster response during critical incidents. Downtime needs immediate action. Response targets are tied to severity, so engineers who already understand your environment can start troubleshooting right away — not after a round of introductions.
2. Local engineers, 24/7. Incidents don’t wait for business hours, and neither do we. Engineers in your time zone mean technical and business teams can make decisions faster under pressure, in whichever language works best for the room.
3. Faster root-cause analysis. With customer-approved access to AWS’s own diagnostic tooling, we can see what’s actually happening in your environment and decide quickly whether an issue can be resolved locally or needs AWS escalation.
4. One accountable partner, direct AWS access. We manage communication and escalation with AWS ourselves, so you get service-specialist-level expertise without having to manage that relationship.
5. Optimization that doesn’t wait for something to break. Renovisor gives technical, finance, and business stakeholders shared visibility into AWS spend and savings opportunities – before a bill surprises anyone.

Support beyond AWS infrastructure

Cloud challenges rarely happen within a single layer. A production issue may involve AWS services, infrastructure as code, CI/CD pipelines, Kubernetes clusters, databases, or application workloads – requiring a broader view to identify and resolve the root cause.

As an AWS Premier Tier Services Partner, Renova Cloud brings cross-layer expertise across cloud architecture, DevOps, automation, security, modernization, and FinOps. Instead of navigating between multiple vendors, businesses get a single trusted partner who understands their entire cloud environment and helps drive faster resolution, improved reliability, and continuous optimization.

AWS Partner-Led Support plans from Renova Cloud

Renova Cloud offers 2 support tiers for customers in Vietnam:

Business Support+: Built for production workloads

Business Support+ is AWS’s minimum recommended tier for anything running in production. It pairs contextual AI troubleshooting with 24/7 access to cloud experts and a target response time under 30 minutes for business-critical system-down cases.

Through Renova Cloud, Business Support+ customers also get local communication, VND billing, and support that extends into the DevOps and application layers most legacy support plans don’t touch.

Good fit for:

• Startups and digital-native businesses moving into production
• Companies with customer-facing applications on AWS
• Mid-market organizations scaling their cloud footprint
• Teams that need 24/7 coverage without building an internal support desk
• Customers migrating off legacy Developer or Business Support plans

Enterprise Support: Built for mission-critical operations

Enterprise Support is for organizations where availability, resilience, governance, and operational planning are business-critical, not nice-to-haves. It includes a designated Technical Account Manager, a sub-15-minute target response for business-critical system-down incidents, resiliency reviews, FinOps optimization, and closer alignment with AWS’s technical resources.

Through Renova Cloud, Enterprise Support can also include on-site engagement, critical-event planning, and customized enablement workshops based on your needs.

Good fit for:

• Large enterprises with complex AWS organizations
• Financial services and other regulated industries
• Businesses running high-volume customer platforms
• Organizations with strict uptime or recovery requirements
• Teams preparing major migrations, launches, or modernization programs
• Companies that need structured governance and long-term cloud planning

How AWS Partner-Led Support works with Renova Cloud

1. Assess your environment. We review your AWS workloads, architecture, risk areas, support needs, and operational processes to recommend the right approach.
2. Set up support processes. We establish communication channels, escalation paths, IAM access, and incident procedures so collaboration is smooth when it counts.
3. Activate local 24/7 support. Renova Cloud becomes your primary partner for AWS incidents, troubleshooting, architecture guidance, and ongoing operational improvements.
4. Escalate to AWS when needed. For complex cases, we coordinate directly with AWS Support and manage that communication for faster resolution.
5. Continuously improve. Support insights turn into concrete improvements across security, cost, performance, automation, and modernization.

In short: AWS Partner-Led Support turns cloud support from reactive troubleshooting into continuous operational improvement.

Preparing for the AWS Support changes

AWS is retiring Developer Support and Business Support entirely on January 1, 2027. Until then, customers can stay on their current plan or move early to Business Support+, which upgrades the experience with AI-assisted troubleshooting, 24/7 access to AWS experts, proactive health insights, and a 30-minute response target for critical production issues.

This isn’t just a pricing update – it’s a shift in how AWS expects production workloads to be supported. Teams still on legacy tiers should treat this window as a chance to strengthen their support strategy proactively, not something to put off.

Questions worth asking now:

• Are any production or revenue-critical workloads still on Developer or Business Support?
• Does your current support tier actually match the business impact of your workloads?
• How would moving to Business Support+ or Enterprise Support affect total cost of ownership?
• Is your AWS account structure adding unnecessary support complexity?
• Do your engineering and operations teams have the 24/7 coverage they actually need?
• Would centralized billing and local technical ownership improve accountability?
• For mission-critical systems, is Enterprise Support the more appropriate long-term fit?

Renova Cloud helps organizations turn this transition into a strategic upgrade instead of a forced migration – assessing your current AWS support footprint, identifying risk gaps, and mapping a clear path to Business Support+ or Enterprise Support that fits both your technical requirements and your budget. Planning early means no last-minute migrations, less operational risk, and critical workloads protected well ahead of the 2027 deadline.

Why choose Renova Cloud?

As an AWS Premier Tier Services Partner, Renova Cloud pairs deep AWS expertise with local engineering support to help you build, operate, and optimize your cloud environment with confidence. With AWS Partner-Led Support, you get responsive local expertise — backed by AWS Support — to keep your cloud secure, resilient, and ready to grow.

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FAQs

1. Does AWS Partner-Led Support replace AWS expertise? No. Renova Cloud becomes your primary support contact, but the model is backed by AWS Support. For complex cases – including situations that call for physical, on-site engineering support – we escalate and collaborate directly with AWS Technical Account Managers and service teams.
2. Will Renova Cloud have access to our business data? AWS’s diagnostic tools use customer-approved IAM access to pull relevant metadata and metrics for troubleshooting. AWS states these tools cannot access customer data or make changes to customer AWS resources. Access is always configured according to your agreed support scope and security policies.
3. Can we get support in Vietnamese? Yes. Renova Cloud provides frontline technical support in both Vietnamese & English, so local technical teams and business stakeholders can communicate clearly during incidents and operational reviews.
4. Can Renova Cloud provide physical on-site support? Yes. For enterprise customers and critical engagements, Renova Cloud engineers can provide physical on-site support at the customer’s premises. This is especially valuable during severe incidents, major migrations, launches, infrastructure events, and situations that require direct coordination with customer teams.
5. Is AWS Partner-Led Support only for large enterprises? No. Business Support+ is built for production workloads and starts at a significantly lower minimum than Enterprise Support, which is better suited to mission-critical environments that need designated guidance and more proactive engagement.
6. Can AWS Partner-Led Support help reduce cloud costs? Yes. Depending on your plan and scope, support can include cost-optimization recommendations, AWS Trusted Advisor insights, anomaly detection, resource right-sizing, and FinOps reporting — and we can connect those findings to broader cost-optimization initiatives.
7. Can Renova Cloud support third-party tools? Yes, where they interact with AWS. Our scope can cover interoperability issues involving common third-party operating systems, platforms, and applications, and our team brings hands-on experience with Terraform, CI/CD, Kubernetes, containers, databases, security tools, and application environments.
8. Do we need to change our current AWS Support plan immediately? No, not immediately. Existing Developer and Business Support customers can keep using their current plan during the transition period, but AWS will discontinue both on January 1, 2027. Starting your assessment early just gives you more time to compare options, align stakeholders, and plan the move.