AWS Enterprise Support

From the very beginning of your Enterprise Support subscription, your TAM is committed to empowering you to get the most out of AWS services and advance your strategic outcomes. Your TAM works with you to define and refine strategic outcomes on AWS across Well-Architected pillars. Your team will participate in planning workshops, define strategic outcomes, and identify the critical proactive AWS engagements to support your cloud journey. Through this collaborative approach, your TAM will develop a customized support plan and conduct an ongoing series of engagements tailored to your needs throughout your cloud journey.

AWS Countdown, included with Enterprise Support, helps assess operational readiness, identify and mitigate risks, and plan capacity, using proven playbooks developed by AWS experts during the planning and execution of planned events such as product launches, sales events, and migrations. Designated engineers get involved from project inception to ensure continuity, provide access to subject matter experts, and leverage support tools for faster issue resolution. AWS Countdown Premium is available as a monthly subscription for an additional fee.

A key aspect of success in the cloud is ensuring that your applications and architecture are designed to be reliable, secure, performant, cost-effective, and sustainable. Your AWS Enterprise Support plan includes Well-Architected Reviews and comprehensive engagements that dive into your applications and operations, evaluate them, and plan for improvements.

AWS Enterprise Support offers a variety of engagements designed to increase your team’s expertise in AWS services, including AWS GameDays, Immersion Days, and AWS Workshops and Hackathons.

AWS Enterprise Support offers structured reviews, tools, and programs that help you get the most out of AWS services and improve your usage continuously over time as your AWS environment evolves. Leverage Strategic Business Reviews and tools like AWS Trusted Advisor and AWS Health to optimize costs, improve infrastructure, and monitor your cloud health.

You will have access to tailored engagements, including Strategic Business Reviews, Architectural Reviews, and Proactive Services.

On a semi-annual cadence, or as requested by you, Strategic Business Reviews deliver an assessment of your cloud health and progress towards your desired outcomes, covering governance, cost management, security, and other pillars as needed for building successfully on AWS. Consultative Architectural Reviews improve performance in 6 areas: operational excellence, security, reliability, efficiency, cost-optimization, and sustainability.

Also included with Enterprise Support are Proactive Services. Delivered by AWS Support experts, these services help you review the health of your cloud operations, optimize costs, and scale workloads efficiently through workload reviews, best practices workshops, and deep dives.

Our Cloud Support Engineering, Trust & Safety, and Customer Service teams have experience solving millions of cases across hundreds of thousands of AWS customers. Support Engineers help you address issues affecting your AWS environment, and advise on how to avoid issues in future. The AWS Trust & Safety team assists when your AWS resources are used to engage in abusive behaviors, like spam, port scanning, denial-of-service (DoS) attacks, or malware. Customer Service teams bring expertise in AWS account management and billing

24x7 access to Cloud Support Engineers via phone, chat, and web. You can have an unlimited number of contacts that can open an unlimited amount of cases. Response times for general guidance is less than 24 hours, system impaired is less than 12 hours, production system impaired is less than 4 hours, production system down is less than an hour, and business critical system down is less than 15 minutes.

AWS billing and account experts specialize in working with enterprise accounts. They will quickly and efficiently assist you with your billing and account inquiries, and work with you to implement billing and account best practices so that you can focus on what matters: running your business.

Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components

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 is available on a per-account basis for an additional fee for Enterprise Support and Enterprise On-Ramp customers. AMS helps you achieve operational excellence by executing your cloud operations at scale, enabling you to operate more efficiently and securely in the cloud leveraging AWS services. AWS Managed Services executes operational best practices on your behalf with specialized automations, skills, and experience that are contextual to your environment and applications. We provide proactive, preventative, and detective capabilities that raise the operational bar and help reduce risk without constraining agility, allowing you to focus on innovation.

AWS Countdown Premium provides critical support across all phases of your cloud projects from design to post launch retrospectives. It offers designated engineers selected from a team of AWS experts who provide proactive guidance and troubleshooting. Designated engineers are involved from project inception to ensure continuity, provide access to subject matter experts, and leverage support tools for faster issue resolution. They participate in critical events calls, e.g. for sales events or migration cutovers, to provide rapid issue resolution. AWS Countdown Premium helps you increase your infrastructure investment return by accelerating migrations and modernizations, and enabling you to deliver high impact go-live events and achieve your business goals.

AWS re:Post Private is available on a per-account basis for an additional fee for Enterprise Support and Enterprise On-Ramp customers. 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. re:Post Private centralizes trusted AWS technical content and offers private discussion forums to improve how your teams collaborate internally—and with AWS—to remove technical obstacles, accelerate innovation, and scale more efficiently in the cloud.