Compare Amazon Web Services Support Plans
Overview
All customers receive Basic Support included with your Amazon Web Services account. All plans, including Basic Support, provide access to non-technical customer service, Amazon Web Services documentation and whitepapers.
For access to technical support and additional Support resources, we offer plans to fit your unique needs.
Plans
|
Plans
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Basic
|
Developer
|
Business
|
Enterprise
|
|---|---|---|---|---|
|
Non-technical Customer Service and Communities
|
Business hours* access to customer service, documentation and whitepapers |
Business hours* access to customer service, documentation and whitepapers |
Business hours* access to customer service, documentation and whitepapers |
Business hours* access to customer service, documentation and whitepapers |
|
Best Practices
|
Access to 2 core Trusted Advisor checks |
Access to 2 core Trusted Advisor checks |
Access to full set of Trusted Advisor checks |
Access to full set of Trusted Advisor checks |
|
Technical Support
|
|
Business hours* access to Cloud Support Associates via email |
24x7 access to Cloud Support Engineers via email, chat & phone |
24x7 access |
|
Who Can Open Cases
|
One primary contact/ Unlimited cases |
One primary contact/ Unlimited cases |
Unlimited contacts/ Unlimited cases (IAM supported) |
Unlimited contacts/ Unlimited cases (IAM supported) |
|
Case Severity/Response Times
|
General Guidance: < 24 business hours
|
System Impaired: < 12 business hours General Guidance: < 24 business hours |
Production System Down: < 1 hour Production System Impaired: < 4 hours System Impaired: < 12 hours General Guidance: < 24 hours |
Mission-Critical System Down: < 15 minutes Production System Down: < 1 hour Production System Impaired: < 4 hours System Impaired: < 12 hours General Guidance: < 24 hours |
|
Architecture Support
|
|
General guidance
|
Contextual guidance based on your use-case
|
Consultative review and guidance based on your applications and solutions |
|
Launch Support
|
|
|
Infrastructure Event Management (Available for additional fee) |
Infrastructure Event Management (Included) |
|
Programmatic Case Management
|
|
|
Amazon Web Services Support API
|
Amazon Web Services Support API
|
|
Third-Party Software Support
|
|
|
Interoperability & configuration guidance and troubleshooting |
Interoperability & configuration guidance and troubleshooting |
|
Operations Support
|
|
|
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Operational reviews, recommendations, and reporting
|
|
Account Assistance
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|
|
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A pool of Concierge
|
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Proactive Guidance
|
|
|
|
Designated Technical Account Manager |
*Business hours are generally defined as 9:00 AM to 6:00 PM in China time, excluding holidays and weekends.
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