All customers receive Basic Support included with your AWS account. All plans, including Basic Support, provide access to customer service, AWS documentation, whitepapers, and support forums.

For access to technical support and additional Support resources, we offer plans to fit your unique needs.

  Basic Developer Business Enterprise
Customer Service and Communities
Business hours* access to
customer service, documentation, whitepapers, and
support forums

Business hours* access to
customer service, documentation, whitepapers, and
support forums
Business hours* access to
customer service, documentation, whitepapers, and
support forums
Business hours* access to
customer service, documentation, whitepapers, and
support forums
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
to Sr. Cloud Support Engineers
via email, chat & phone
Who Can Open
Cases
 
One primary contact/
Unlimited cases
 
Unlimited contacts/
Unlimited cases
(IAM supported)
Unlimited contacts/
Unlimited cases
(IAM supported)
Case Severity/
Response Times

 
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


Business-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
    AWS Support API
AWS Support API
Third-Party Software
Support
   
Interoperability &
configuration guidance
and troubleshooting

Interoperability &
configuration guidance
and troubleshooting
Operations
Support

     
Operational reviews, recommendations, and reporting
 
Account
Assistance
     
Assigned
Support Concierge
 
Proactive
Guidance
     
Designated
Technical Account Manager
 
Pricing** Included ¥299 per month


(¥599 per month as minimum fee)
 

  • 10% of monthly AWS usage for the first ¥0–¥60,000
  • 7% of monthly AWS usage from ¥60,000–¥500,000
  • 5% of monthly AWS usage from ¥500,000–¥1,500,000
  • 3% of monthly AWS usage over ¥1,500,000

 

(¥100,000 per month as minimum fee)

  • 10% of monthly AWS usage for the first ¥0–¥1,000,000
  • 7% of monthly AWS usage from ¥1,000,000–¥3,000,000
  • 5% of monthly AWS usage from ¥3,000,000–¥6,000,000
  • 3% of monthly AWS usage over ¥6,000,000


*Business hours are generally defined as 9:00 AM to 6:00 PM in China time, excluding holidays and weekends.

** 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 proportionally 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.