We're ready to help you, no matter what hours you keep. Our Developer level tier offers support via email Monday through Friday 9 a.m.-6 p.m. in the customer time zone. Business and Enterprise-level customers have access to support at any time, 24 hours a day, 7 days a week, and 365 days per year via phone, chat, and email.

Our AWS Support tiers cover development and production issues for AWS products and services, along with other key stack components.

  • "How to" questions about AWS services and features
  • Best practices to help you successfully integrate, deploy, and manage applications in the cloud
  • Troubleshooting API and AWS SDK issues
  • Troubleshooting operational or systemic problems with AWS resources
  • Issues with our Management Console or other AWS tools

AWS Support does not include:

  • Code development
  • Debugging custom software
  • Performing system administration tasks

From the Support Center, all AWS Support customers on an enhanced service tier can:

  • Open a case online with Support via email (web support), chat, or phone
  • Send us more information by adding additional correspondences to your existing case
  • Check on the status of your open cases
  • Track any telephone or online correspondence between you and our developer support engineers
  • Jump to other handy resources like the Discussion Forums

From the Support Center, all Developer-level and higher Support customers can open a case online with "Web Support" Using your web browser. Business and Enterprise-level customers may also Click to Call to have AWS contact you at any convenient phone number or strike up a conversation with one of our engineers via Chat. Enterprise-level customers also have a direct access to their dedicated Technical Account Manager.

Our first-contact response times are based on your chosen severity level for each case. We're committed to providing a response within the time frames described below.

Severity Level Response Time Available For
Critical 15 minutes Enterprise
Urgent 1 hour Business, Enterprise
High 4 hours Business, Enterprise
Normal 12 hours Developer, Business, Enterprise
Low 1 day Developer, Business, Enterprise

Developer-level customers can expect a support professional to be available Monday through Friday 8am-6pm in the customer time zone. Business and Enterprise-level customers can expect support any time, 24 hours a day, 7 days a week, and 365 days a year.

We will provide best practice recommendations to improve performance and efficiency. We will make recommendations on how new AWS offerings may fit into your use case.

In cases of apparent networking or performance issues, you can expedite the troubleshooting process by running these diagnostics and sharing their output files with us. The tools are available for download at the Support Center.

AWS Infrastructure Event Management is a short-term engagement with AWS Support, available as part of the Enterprise-level Support product offering, and available for additional purchase for Business-level Support subscribers. AWS Infrastructure Event Management partners with your technical and project resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event. Common use-case examples for AWS Event Management include advertising launches, new product launches, and infrastructure migrations to AWS.

The AWS Support API allows you to programmatically interact with your Support cases (create, edit, close) and access/refresh Trusted Advisor best practices recommendations. Click here to access the documentation which is intended for programmers who need detailed information about the AWS Support actions and data types.

Your TAM provides technical expertise for the full range of AWS services and obtains a detailed understanding of your use case and technology architecture. TAMs work with AWS Solution Architects to help you launch new projects and give best practices recommendations throughout the implementation life cycle. Your TAM will act as the primary point of contact for ongoing support needs, and you will have a direct telephone line to your TAM. (Enterprise-level Customers Only)

Your TAM will be responsible for helping you tier, execute, and evaluate your infrastructure performance. The TAM will conduct regular performance reviews, participate in requested meetings, and collaborate on new launches to ensure readiness. (Enterprise-level Customers Only)

Cases submitted by Enterprise-level customers will be routed directly to specially trained engineers to ensure fast, accurate resolution of critical issues. (Enterprise-level Customers Only)

Once we've responded to your case, we'll work with you to identify and resolve your problem. We consider cases resolved if:

  • Your problem is fixed.
  • The source of the problem lies with third party software. (In which case, we’ll continue to be a resource as you work with the third party on resolution.)
  • You don't respond to a query or request from us for four (4) consecutive days.
  • For recurring issues, you may choose to re-open the case later.

Your use of this service is subject to the AWS Customer Agreement and the AWS Support Features.