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AWS Streamlines Product Support for ISV Partners

Independent software vendors (ISVs) whose products are listed in the AWS Marketplace now have a new way to connect with their customers on support issues.

Rolled out on Tuesday, the "Product Support Connection" (PSC) feature in the AWS Marketplace lets ISVs give their customers the option to provide their contact information to facilitate product support requests.

"Using PSC, customers can choose to share information such as name, organization, and email address with software vendors through the AWS Marketplace website," explained a post on the AWS Partner Network Blog. "Customers can share their contact data directly in the AWS Marketplace web site during or after the subscription process, without needing to go to a separate web site to register for support."

ISVs can access this customer data, including individual customers' subscription details, through a secure API.

PSC is optional for both customers and partners, according to AWS. Customers can decide not to provide their contact information, and partners can decide to disable that option for any of their AWS Marketplace listings.

Partners that want to implement the PSC option for their services can enroll through the AWS Marketplace Seller & Catalog Operations Team, according to AWS evangelist Jeff Barr, who gave a quick demo of how the feature works in a blog post.

As an ISV, "[t]he team will enroll me in the program and provide me with access to a secure API that I can use to access contact information. Per the terms of the program, I must register each contact in my support or CRM system within one business day, and use it only for support purposes," Barr explained.

According to AWS, the PSC feature was developed with the help of nine early-adopter partners: Barracuda, Chef, Matillion, Rogue Wave, SoftNAS, Sophos, zData, Zend and Zoomdata. There are currently 925 partners listed in the AWS Marketplace, accounting for over 2,700 solutions.

About the Author

Gladys Rama is the senior site producer for Redmondmag.com, RCPmag.com and MCPmag.com.

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