Basic Support included for all AWS Customers
At AWS, we want you to be successful. Our Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with AWS while optimizing performance, managing risk, and keeping costs under control.
- Customer Service and Communities - 24x7 access to customer service, documentation, whitepapers, and AWS re:Post.
- AWS Trusted Advisor - Access to core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve security.
- AWS Health - A personalized view of the health of AWS services, and alerts when your resources are impacted.
| 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 |
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| Case Severity / Response Times* | General guidance: < 24 hours** System impaired: < 12 hours** |
General guidance: < 24 hours
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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 |
| Architectural Guidance | General |
Contextual to your use-cases
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Annual Consultative review and guidance based on your applications | Consultative reviews and guidance based on your applications |
Proactive Programs and Self Service
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Access to Support Automation Workflows with prefix AWSSupport |
Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport AWS Countdown Premium is available for Business Support customers as a monthly subscription for an additional fee. |
Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport Annual proactive security review Enterprise On-Ramp customers receive one engagement of AWS Countdown each year at no cost. AWS Countdown Premium is available as a monthly subscription for an additional fee. |
Access to proactive reviews, workshops, and deep dives Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport AWS Countdown is included with Enterprise Support. AWS Countdown Premium is available as a monthly subscription for an additional fee. |
| 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 |
| Billing Assistance | White-glove (Concierge) access to billing issues | Proactive support in managing billing, including proactive cost optimization, FinOps support, cost analysis, and prioritized answers to billing questions | ||
Programmatic Case Management |
AWS Support API |
AWS Support API | AWS Support API |
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Third-Party Software Support |
Interoperability and configuration guidance and troubleshooting |
Interoperability and configuration guidance and troubleshooting | Interoperability and configuration guidance and troubleshooting |
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| 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 24x7 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. |
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| 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. |
*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.
**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.
Note: if you work with an AWS partner and would like to learn more about Partner-led Support, click here.