All customers receive Basic Support included with your AWS account. All plans, including Basic Support, provide access to non-technical 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 | |
|---|---|---|---|---|
| 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 to Sr. Cloud Support Engineers via email, chat & phone |
|
| 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 |
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 |
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| Proactive Guidance |
Designated Technical Account Manager |
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| Pricing** |
Included | Greater of ¥299 - or - 3% of monthly AWS charges
|
Greater of ¥599 - or -
|
Greater of ¥100,000 - or -
|
*Business hours are generally defined as 9:00 AM to 6:00 PM in China time, excluding holidays and weekends.
**If you only have usage in AWS China (Beijing) Region operated by Sinnet, the minimum monthly fees or the fee based on tiered calculation of Enterprise, Business and Developer-level Support (if applicable) will be billed into AWS China (Beijing) Region;
If you only have usage in AWS China (Ningxia) Region operated by NWCD, the minimum monthly fees or the fee based on tiered calculation of Enterprise, Business and Developer-level Support (if applicable) will be billed into AWS China (Ningxia) Region;
If you have usage in both AWS China (Beijing) Region and AWS China (Ningxia) Region, the minimum monthly fees or the fee based on tiered calculation of Enterprise, Business and Developer-level Support (if applicable) will be calculated and billed into AWS China (Beijing) Region and AWS China (Ningxia) Region respectively. Specifically:
(1) Minimum Monthly Fees
For Business Support and Developer Support, the calculation of minimum monthly fees will be split equally into each region;
For Enterprise Support, the calculation of minimum monthly fees will be split proportionally into each region in accordance with the following formula (calculated to the nearest one hundredth):
Minimum Monthly Fees paid in each region = (monthly AWS charges in each region/ total monthly AWS charges) * ¥100,000
(2) Fee based on Tiered Calculation
Fee based on tiered calculation (if applicable) will be calculated into each region based on the monthly AWS charges of the same region in the same monthly billing cycle.
The region split charge model of all the accounts that subscribe to the same level of AWS Support plan in an AWS Organization need to be consistent.
For example, if there is/are one/multiple account(s) in an AWS Organization subscribing to the Developer Support and has/have usage in both AWS China (Beijing) Region and AWS China (Ningxia) Region, all the accounts subscribing to the Developer Support in the AWS Organization would be charged the minimum monthly fees or the fee based on tiered calculation (if applicable) of Developer Support into AWS China (Beijing) Region and AWS China (Ningxia) Region, respectively, with the account(s) not generating monthly AWS charges to be charged with 50% of the minimum monthly fees, while the account(s) having monthly AWS charges to be charged with 50% of the minimum monthly fees, or the fee based on tiered calculation, whichever is higher.
For more details, please contact your account manager or log a case in Support Center.