How to Create an AWS WorkSpaces Support Ticket for BYOL Image Access

Bringing Your Own License (BYOL) for Amazon WorkSpaces can provide significant cost savings and flexibility for organizations already invested in Windows licenses. However, gaining access to use BYOL images in AWS WorkSpaces requires going through a specific process, including creating a support ticket and ensuring eligibility. This blog will guide you through creating the ticket and address common challenges, including the eligibility questions you might encounter.

Before creating a support ticket, it’s essential to familiarize yourself with the BYOL prerequisites. AWS has strict eligibility criteria for BYOL, such as:

• • Ownership of eligible Windows desktop licenses.
  • Deploying at least the minimum amount of WorkSpaces to start.
  • Commitment to meeting licensing compliance.

Make sure you’ve reviewed the official AWS WorkSpaces BYOL documentation to confirm your organization’s eligibility.

To submit a support ticket:

1. Log into your AWS Management Console.
2. Navigate to the Support Center.
3. Click on Create Case.
4. Select Service Limit Increase or the closest option related to WorkSpaces.

In the support case form, provide the following details:

• • Case Classification: Choose WorkSpaces as the service and indicate “BYOL Image Access Request.”
  • Subject: “Request to Enable BYOL for Amazon WorkSpaces”
  • Description: Clearly describe your request. For example:
    “We are requesting access to use BYOL images for Amazon WorkSpaces in our AWS account. Our organization meets the eligibility requirements for BYOL as outlined in the AWS documentation.” 
  • Region: Specify the AWS region where you plan to deploy the WorkSpaces.
  • Additional Information: Include any details about your use case, estimated number of WorkSpaces, and other relevant information.

AWS support will typically respond with follow-up questions to assess your eligibility. Based on experience, here are some questions you may need to answer:

1. How many WorkSpaces will you use?
   • AWS requires a minimum number of WorkSpaces for BYOL.
   • Provide a realistic estimate of your planned deployments.
2. Which region will you operate in?
   • Mention the specific AWS region, such as “us-east-1” or “eu-west-1.”
3. Will your WorkSpaces be “Always On” or “Auto Stop”?
   • Clarify your preferred WorkSpace running mode based on your organizational needs.
   • “Always On” ensures continuous availability but comes with higher costs.
   • “Auto Stop” reduces costs by stopping inactive WorkSpaces automatically.

Prepare accurate and detailed answers to these questions before submitting the ticket.

Working with AWS Support can be straightforward, but challenges may arise:

• • Delays in Response: AWS Support might take longer to respond during peak times or if the ticket lacks complete information.
  • Clarification Requests: Be prepared for back-and-forth communication to clarify details, especially regarding compliance with licensing.
  • Hardware Availability: AWS may need to allocate dedicated hardware for BYOL, leading to potential delays if capacity is limited in your chosen region.

1. Be Proactive: Provide detailed and accurate information in the initial ticket to minimize follow-up questions.
2. Follow-Up: Monitor your support case regularly and respond promptly to AWS’s questions.
3. Engage Your Licensing Team: Ensure that your organization’s licensing experts are involved to address compliance questions.

Requesting BYOL access for AWS WorkSpaces can seem daunting due to eligibility requirements and communication with AWS Support. However, by understanding the process, preparing answers to common questions, and maintaining clear communication, you can streamline the process and take full advantage of BYOL cost savings.

Next article – Step 4: Creating an Amazon S3 Bucket and Assigning Permissions