The Business Support plan offers resources for customers running production workloads on AWS as well as any customers who:
- Run one or more applications in production environments
- Have multiple services activated, or use key services extensively
- Depend on their business solutions to be available, scalable, and secure
Plan Detail and Resources
24x7 access to Cloud Support Engineers via email, chat, & phone
An unlimited number of contacts may open an unlimited number of cases (IAM supported)
Case Severity & Response Times*
Production System Down: < 1 hour
Production System Impaired: < 4 hours
System Impaired: < 12 hours
General Guidance: < 24 hours
Trusted Advisor - Full Checks
Access to the full set of Trusted Advisor checks and guidance to provision your resources following best practices to help reduce cost, increase performance and fault tolerance, and improve security.
Infrastructure Event Management
Architecture and scaling guidance, and real-time operational support during the preparation and execution of planned events, product launches, and migrations. Available with Business Support for an additional fee.
Architecture Support - Business
Contextual guidance on how services fit together to meet your specific use-case, workload, or application.
AWS Support API
Programmatic access to AWS Support Center features to create, manage, and close your support cases, and operationally manage your Trusted Advisor check requests and status.
Third Party Software Support
Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.
Starts at ￥599 per month**. See pricing detail and sample.
For customers running business or mission critical applications on AWS, we recommend alternative support options.
*Based on the severity of your inquiry, we will make every reasonable effort to respond to you within these timeframes.
** Please note that if you are a customer of both AWS China (Beijing) Region operated by Sinnet and AWS China (Ningxia) Region operated by NWCD, the minimum fee or fixed fee of the Support expense on the corresponding account will be split equally into Beijing region and Ningxia region, while the tiered spending, if applicable, will be billed into each region based on the AWS service usage of the same region. For more details, please contact your account manager or log a case with Support.