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 On-Ramp | 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 |
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 |
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 |
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 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: < 30 minutes |
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 |
Consultative review and guidance based on your applications and solutions |
|
| Launch Support |
Infrastructure Event Management (Available for additional fee) |
Infrastructure Event Management (One-Per-Year) |
Infrastructure Event Management (Included) |
||
| Programmatic Case Management |
Amazon Web Services Support API | Amazon Web Services Support API | Amazon Web Services Support API | ||
| Third-Party Software Support | Interoperability & configuration guidance and troubleshooting |
Interoperability & configuration guidance and troubleshooting |
Interoperability & configuration guidance and troubleshooting |
||
| Operations Support |
Operational reviews, recommendations, and reporting | Operational reviews, recommendations, and reporting | |||
| Account Assistance |
A pool of Concierge | Assigned Support Concierge |
|||
| Proactive Guidance |
A pool of Technical Account Manager | 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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