AWS Support Plans
Based on the business needs, AWS Support Plans are available
AWS Support offers five support plans:
Basic
Developer
Business
Enterprise On-Ramp
Enterprise
Basic Support offers support for account and billing questions and service quota increases. The other plans offer a number of technical support cases with pay-by-the-month pricing and no long-term contracts.
All AWS customers automatically have 24×7 access to these features of Basic Support:
One-on-one responses to account and billing questions
Support forums
Service health checks
Documentation, technical papers, and best practice guides
Customers with a Developer Support plan have access to these additional features:
Best practice guidance
Client-side diagnostic tools
Building-block architecture support: guidance on how to use AWS products, features, and services together
Supports an unlimited number of support cases that can be opened by any user with permissions.
In addition, customers with a Business, Enterprise On-Ramp, or Enterprise Support plan have access to these features:
Use-case guidance – What AWS products, features, and services to use to best support your specific needs.
AWS Trusted Advisor – A feature of AWS Support, which inspects customer environments and identifies opportunities to save money, close security gaps, and improve system reliability and performance. You can access all Trusted Advisor checks.
The AWS Support API to interact with Support Center and Trusted Advisor. You can use the AWS Support API to automate support case management and Trusted Advisor operations.
Third-party software support – Help with Amazon Elastic Compute Cloud (Amazon EC2) instance operating systems and configuration. Also, help with the performance of the most popular third-party software components on AWS. Third-party software support isn’t available for customers on Basic or Developer Support plans.
Supports an unlimited number of AWS Identity and Access Management (IAM) users who can open technical support cases.
In addition, customers with an Enterprise On-Ramp or Enterprise Support plan have access to these features:
Application architecture guidance – Consultative guidance on how services fit together to meet your specific use case, workload, or application.
Infrastructure event management – Short-term engagement with AWS Support to get a deep understanding of your use case. After analysis, provide architectural and scaling guidance for an event.
Technical account manager – Work with a technical account manager (TAM) for your specific use cases and applications.
White-glove case routing.
Management business reviews.
Compare AWS Support Plans
| Developer Recommended if you are experimenting or testing in AWS | Business Minimum recommended tier if you have production workloads in AWS | Enterprise On-Ramp Recommended if you have production and/or business critical workloads in AWS | Enterprise Recommended if you have business and/or mission critical workloads in AWS | |
| Case Severity / Response Times* | General guidance: < 24 hours** System impaired: < 12 hours** |
General guidance: < 24 hours
| General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business-critical system down: < 30 minutes | General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business/Mission-critical system down: < 15 minutes |
| Technical Account Management | A pool of Technical Account Managers to provide proactive guidance, and coordinate access to programs and AWS experts | Designated Technical Account Manager (TAM) to provide consultative architectural and operational guidance delivered in the context of your applications and use-cases to help you achieve the greatest value from AWS | ||
|---|---|---|---|---|
AWS Trusted Advisor Best Practice Checks | Service Quota and basic Security checks | Full set of checks | Full set of checks |
Full set of checks and prioritized recommendations curated by your AWS account team with AWS Trusted Advisor Priority |
Enhanced Technical Support |
Business hours** web access to Cloud Support Associates Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post |
24/7 phone, web, and chat access to Cloud Support Engineers Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post Access to AWS Support App in Slack |
24/7 phone, web, and chat access to Cloud Support Engineers Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post Access to AWS Support App in Slack |
24/7 phone, web, and chat access to Cloud Support Engineers Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post Access to AWS Support App in Slack |
Programmatic Case Management | AWS Support API | AWS Support API | AWS Support API | |
|---|---|---|---|---|
Third-Party Software Support | Interoperability and configuration guidance and troubleshooting | Interoperability and configuration guidance and troubleshooting | Interoperability and configuration guidance and troubleshooting | |
| AWS Incident Detection and Response (Custom support for critical applications) | Access to AWS Incident Detection and Response for an additional fee. AWS Incident Detection and Response provides custom Support for critical workloads. It offers 24×7 proactive engagement, 5-minute response time and incident management for critical workloads. AWS Incident Detection and Response leverages the proven operational, enhanced monitoring, and incident management capabilities used internally by AWS teams and externally by AWS Managed Services (AMS). | |||
| AWS Managed Services | Access to AWS Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud advanced operations skills and capacity. Includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. | Access to AWS Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud operations skills and capacity. It includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. AWS Incident Detection and Response is available at no additional charge in eligible regions for AWS Managed Services direct customers with AWS Enterprise Support. | ||
| AWS re:Post Private | Access AWS re:Post Private for an additional fee. re:Post Private is a knowledge service to accelerate cloud adoption and increase developer productivity. With re:Post Private, you can build an organization-specific cloud community that drives efficiencies at scale and provides access to valuable knowledge resources. | Access AWS re:Post Private for an additional fee. re:Post Private is a knowledge service to accelerate cloud adoption and increase developer productivity. With re:Post Private, you can build an organization-specific cloud community that drives efficiencies at scale and provides access to valuable knowledge resources. |