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 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: < 30 minutes
Production System Down: < 1 hour
Production System Impaired: < 4 hours
System Impaired: < 12 hours
General Guidance: < 24 hours


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.

contactus-chat

Online Live Chat
Chat With Cloud Computing Experts To Answer Your Questions

contactus-phone

Contact Us by Hotline
1010 0766  Amazon Web Services China (Beijing) Region Operated By Sinnet
1010 0966  Amazon Web Services China (Ningxia) Region Operated By NWCD

contactus-form

Contact Sales
Contact  Amazon Web Services experts to learn more about  Amazon Web Services