Support Plans
AWS Basic Support Plan
• Basic Support: free
• Customer Service & Communities - 24x7 access to customer service, documentation, whitepapers, and support forums.
• AWS Trusted Advisor - Access to the 7 core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve security.
• AWS Personal Health Dashboard - A personalized view of the health of AWS services, and alerts when your resources are impacted.
AWS Developer Support Plan
• All Basic Support Plan +
• Business hours email access to Cloud Support Associates
• Unlimited cases / 1 primary contact
• Case severity/response times:
General guidance: < 24 business hours
System impaired: < 12 business hours
AWS Business Support Plan (24/7)
• Intended to be used if you have production workloads
• Trusted Advisor – Full set of checks + API access
• 24x7 phone, email, and chat access to Cloud Support Engineers
• Unlimited cases / unlimited contacts
• Access to Infrastructure Event Management for an additional fee.
• Case severity/response times:
General guidance: < 24 business hours
System impaired: < 12 business hours
Production system impaired: < 4 hours
Production system down: < 1 hour
AWS Enterprise On-Ramp Support Plan (24/7)
• Intended to be used if you have production or business critical workloads
• All of Business Support Plan +
• Access to a pool of Technical Account Managers (TAM)
• Concierge SupportTeam (for billing and account best practices)
• Infrastructure Event Management,Well-Architected & Operations Reviews
• Case severity / response times:
Production system impaired: < 4 hours
Production system down: < 1 hour
Business-critical system down: < 30 minutes
AWS Enterprise Support Plan (24/7)
• Intended to be used if you have mission critical workloads
• All of Business Support Plan +
• Access to a designated Technical Account Manager (TAM)
• Concierge SupportTeam (for billing and account best practices)
• Infrastructure Event Management,Well-Architected & Operations Reviews
• Case severity/response times:
Production system impaired: < 4 hours
Production system down: < 1 hour
Business-critical system down: < 15 minutes
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