Enterprise Support Plan

The Enterprise Support plan offers resources for customers running business & mission critical workloads on AWS, as well as any customers who want to:

  • Focus on proactive management to increase efficiency and availability
  • Build well-architected, well operated solutions following best practices
  • Leverage AWS expertise to support launches and migrations

Plan Detail and Resources

Technical Support

24x7 access to Sr. Cloud Support Engineers via email, chat, & phone

Customer Contacts

An unlimited number of contacts may open an unlimited number of cases (IAM supported)

Case Severity & Response Times*

Business-Critical System Down: < 15 minutes
Production System Down: < 1 hour
Production System Impaired: < 4 hours
System Impaired: < 12 hours
General Guidance: < 24 hours

Technical Account Manager

Your designated technical point of contact who provides advocacy and guidance to help plan and build solutions using best practices, and proactively keep your AWS environment operationally healthy.

Support Concierge

Quickly and efficiently get answers to your billing and account inquiries via a designated senior customer service professional who is familiar with you and your account.

Trusted Advisor - Full Checks

Access to the full set of Trusted Advisor checks and guidance to provision your resources following best practices to help reduce cost, increase performance and fault tolerance, and improve security.

Infrastructure Event Management

Architecture and scaling guidance, and real-time operational support during the preparation and execution of planned events, product launches, and migrations.

Architecture Support - Enterprise

Consultative review of your application architecture, and guidance on how AWS aligns with your applications and solutions.

Operations Support

Consultative review of your cloud operations, recommendations to optimize the health of your AWS environment, and by-request event reporting to help you make informed operational decisions.

AWS Support API

Programmatic access to AWS Support Center features to create, manage, and close your support cases, and operationally manage your Trusted Advisor check requests and status.

Third Party Software Support

Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.


Starts at ¥100,000 per month**. See pricing detail and sample.

For customers running limited production workloads on AWS, we recommend alternative support options.

*Based on the severity of your inquiry, we will make every reasonable effort to respond to you within these timeframes.

**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 assigned Concierge agent or Technical Account Manager.