| AWS Support Plans | X |
| 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 |
| Architectural Guidance | General |
Contextual to your use-cases
|
Consultative review and guidance based on your applications (limited) | Consultative review and guidance based on your applications |
|
Proactive Programs and Self Service
|
Access to Support Automation Workflows with
prefixes AWSSupport
and AWSPremiumSupport |
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 Enterprise On-Ramp customers receive one (1) Standard 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 |
|
|
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 | Access to AWS Incident Detection and Response for an additional fee. AWS Incident Detection and Response is an add-on to Enterprise Support that offers 24x7 proactive monitoring and incident management for selected 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. | ||
| Pricing |
Starts at $29 per month*** See pricing detail and sample |
Starts at $100 per month*** See pricing detail and sample |
Starts at $5.5k per month See pricing detail and sample |
Starts at $15k per month See pricing detail and sample |