Compare AWS Support Plans

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

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 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
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.