AWS Support Plans

AWS has four level of support plans based on tools and level of support. You can use phone, chat or e-mail support as a part of the support plan. These helps to optimize performance, manage risk and keep cost under control.

Four AWS support plans are:

• Basic
• Developer
• Business
• Enterprise

Basic AWS Support Plan

• Basic support is included for all AWS customers. It is FREE
• 24×7 access to customer service for billing and sales queries
• Access to support forums
• Access to Documentation, whitepapers, and best-practice guides
• In Basic support, you will get an access to AWS Personal Health Dashboard and AWS Trust Advisor.

Developer AWS Support Plan

• It includes all features that are available in Basic Support Plan
• Business hours* email access to Cloud Support Associates
• Unlimited cases / 1 primary contact
• 24 hours Time To Response (TTR) for General guidance and 12 hours TTR for System impaired
• Developer support plan provides best practice guidance
• It includes client-side diagnostics tools
• This support includes building block guidance on how to use AWS products, features, and services together

Business AWS Support Plan

• It includes all features that are available in Developer Support Plan
• 1 hour TTR for Production Severity 1 support cases, 4 hours TTR for Production system impaired.
• General guidance on AWS products, features, and services to use to best support your specific needs.
• Third-party software support: help with EC2 instance operating systems as well as the configuration and performance of the most popular third-party software components on AWS.
• An access to AWS Support API for better management. API can interact with Support Center and Trusted Advisor and create support tickets for automated support case management and Trusted Advisor operations.
• Access to Infrastructure Event Management for additional fee.

AWS Enterprise Support Plan

• 15 minutes TTR for Business-critical system down along with other SLAs that are provided in Business Support Plan.
• It includes all the features from Business Support Plan.
• Consultative architecture review and guidance based on your applications.
• Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization.
• Infrastructure event management: short-term engagement with AWS Support to partner with your technical and project resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event.
• Concierge Support Team for managing your account.
• Access to online self-paced labs

AWS Support Plan Comparison

	Developer	Business	Enterprise
Condition for opting	Recommended if you are experimenting or testing in AWS.	Recommended if you have production workloads in AWS.	Recommended if you have business and/or mission critical workloads in AWS.
AWS Trusted Advisor Best Practice Checks	7 Core checks	Full set of checks	Full set of checks
Enhanced Technical Support	Business hours** email access to Cloud Support Associates Unlimited cases / 1 primary contact	24×7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported)	24×7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported)
Case Severity / Response Times*	General guidance: < 24 hours** System impaired: < 12 hours**	General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour	General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business-critical system down: < 15 minutes
Architectural Guidance	General	Contextual to your use-cases	Consultative review and guidance based on your applications
Programmatic Case Management		AWS Support API	AWS Support API
Third-Party Software Support		Interoperability and configuration guidance and troubleshooting	Interoperability and configuration guidance and troubleshooting
Proactive Programs		Access to Infrastructure Event Management for additional fee	Infrastructure Event Management Well-Architected Reviews Operations Reviews Technical Account Manager (TAM) coordinates access to programs and other AWS experts as needed
Technical Account Management			Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization
Training			Access to online self-paced labs
Account Assistance			Concierge Support Team
Pricing	Greater of $29 / month*** or – 3% of monthly AWS usage See pricing detail and example.	Greater of $100 / month*** or – 10% of monthly AWS usage for the first $0–$10K 7% of monthly AWS usage from $10K–$80K 5% of monthly AWS usage from $80K–$250K 3% of monthly AWS usage over $250K See pricing detail and example.	Greater of $15,000 or – 10% of monthly AWS usage for the first $0–$150K 7% of monthly AWS usage from $150K–$500K 5% of monthly AWS usage from $500K–$1M 3% of monthly AWS usage over $1M See pricing detail and example.

*We will make every reasonable effort to respond to your initial request within the corresponding time frames.

**Business hours are generally defined as 8:00 AM to 6:00 PM in the customer country as set in My Account console, excluding holidays and weekends. These times may vary in countries with multiple time zones.

*** Plans are subject to a 30 day minimum term.

AWS Certification Exam Practice Questions

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Reading reference for AWS Certifications

AWS Support FAQ

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