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.

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

Greater of ¥299

- or -

3% of monthly Amazon Web Services charges

 

Greater of ¥599

- or -

  • 10% of monthly Amazon Web Services charges for the first ¥0 to ¥60,000
  • 7% of monthly Amazon Web Services charges above ¥60,000 to ¥500,000
  • 5% of monthly Amazon Web Services charges above ¥500,000 to ¥1,500,000
  • 3% of monthly Amazon Web Services charges above ¥1,500,000

Greater of ¥100,000

 - or -

  • 10% of monthly Amazon Web Services charges for the first ¥0 to ¥1,000,000
  • 7% of monthly Amazon Web Services charges above ¥1,000,000 to ¥3,000,000
  • 5% of monthly Amazon Web Services charges above ¥3,000,000 to ¥6,000,000
  • 3% of monthly Amazon Web Services charges above ¥6,000,000

*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 Amazon Web Services 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 Amazon Web Services China (Beijing) Region;

If you only have usage in Amazon Web Services 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 Amazon Web Services China (Ningxia) Region;

If you have usage in both Amazon Web Services China (Beijing) Region and Amazon Web Services 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 Amazon Web Services China (Beijing) Region and Amazon Web Services 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 Amazon Web Services charges in each region/ total monthly Amazon Web Services 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 Amazon Web Services  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 Amazon Web Services Support plan in an Amazon Web Services Organization need to be consistent.

For example, if there is/are one/multiple account(s) in an Amazon Web Services Organization subscribing to the Developer Support and has/have usage in both Amazon Web Services China (Beijing) Region and Amazon Web Services China (Ningxia) Region, all the accounts subscribing to the Developer Support in the Amazon Web Services Organization would be charged the minimum monthly fees or the fee based on tiered calculation (if applicable) of Developer Support into Amazon Web Services China (Beijing) Region and Amazon Web Services  China (Ningxia) Region, respectively, with the account(s) not generating monthly Amazon Web Services charges to be charged with 50% of the minimum monthly fees, while the account(s) having monthly Amazon Web Services 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.