All customers receive Basic Support included with your AWS account. All plans, including Basic Support, provide access to customer service, AWS documentation, whitepapers, and support forums.
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, whitepapers, and support forums |
Business hours* access to customer service, documentation, whitepapers, and support forums |
Business hours* access to customer service, documentation, whitepapers, and support forums |
Business hours* access to customer service, documentation, whitepapers, and support forums |
| 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 |
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| Who Can Open Cases |
One primary contact/ Unlimited cases |
Unlimited contacts/ Unlimited cases (IAM supported) |
Unlimited contacts/ Unlimited cases (IAM supported) |
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| 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 |
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| Architecture Support |
General guidance |
Contextual guidance based on your use-case | Consultative review and guidance based on your applications and solutions |
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| Launch Support |
Infrastructure Event Management (Available for additional fee) |
Infrastructure Event Management (Included) |
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| Programmatic Case Management |
AWS Support API |
AWS Support API |
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| Third-Party Software Support |
Interoperability & configuration guidance and troubleshooting |
Interoperability & configuration guidance and troubleshooting |
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| Operations Support |
Operational reviews, recommendations, and reporting |
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| Account Assistance |
Assigned Support Concierge |
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| Proactive Guidance |
Designated Technical Account Manager |
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| Pricing** | Included | ￥299 per month |
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(￥100,000 per month as minimum fee)
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*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.
