AWS Support Plan

Basic Support

• 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.

Developer Support

• All Basic Support Plan +
• Business hours email access to Cloud Support Associates
• Unlimited cases / unlimited contacts
• Case severity / response times:
• General guidance: < 24 business hours
• System impaired: < 12 business hours

Business Support (24x7)

• 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 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

Enterprise On-Ramp Support (24x7)

• 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 Support Team (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

Enterprise Support (24x7)

• Intended to be used if you have mission critical workloads
• All of Business Support Plan +
• Access to a designated Technical Account Manager (TAM)
• Concierge Support Team (for billing and account best practices)
• Infrastructure Event Management, Well-Architected & Operations Reviews
• Access to AWS Incident Detection and Response (for an additional fee)
• Case severity / response times:
• ...
• Production system impaired: < 4 hours
• Production system down: < I hour
• Business-critical system down: < 15 minutes