26. AWS Support Plans

Developer

Business

Enterprise

Recommended if you are
experimenting or testing in AWS.

Recommended if you have
production workloads in AWS.

Recommended if you have business
and/or mission critical workloads in AWS.

AWS Trusted Advisor Best Practice Checks

7 Core checks

Full set of checks

Full set of checks

Enhanced Technical Support

Business hours** email access to Cloud Support Associates

Unlimited cases / 1 primary contact

24×7 phone, email, and chat
access to Cloud Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

24×7 phone, email, and chat
access to Cloud Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

Case Severity / Response Times*

General guidance:
< 24 business hours**

System impaired:
< 12 business hours**

General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour

General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour

Business-critical system down:
< 15 minutes

Architectural Guidance

General

Contextual to your use-cases

Consultative review and guidance based on your applications

Programmatic Case Management

AWS Support API

AWS Support API

Third-Party Software Support

Interoperability &
configuration guidance
and troubleshooting

Interoperability &
configuration guidance
and troubleshooting

Proactive Programs

Access to Infrastructure Event Management for additional fee.

Infrastructure Event Management

Well-Architected Reviews

Operations Reviews

Technical Account Manager (TAM) coordinates access to programs
and other AWS experts as needed.

Technical Account Management

Designated Technical
Account Manager (TAM) to proactively monitor your environment and
assist with optimization.

Training

Access to online self-paced
labs

Account Assistance

Concierge Support Team

Pricing

Greater of $29 / month***

– or –

3% of monthly AWS usage

See pricing detail and
example.

Greater of $100 / month***

– or –

10% of monthly AWS usage for
the first $0–$10K

7% of monthly AWS usage from
$10K–$80K

5% of monthly AWS usage from
$80K–$250K

3% of monthly AWS usage over
$250K

See pricing detail and
example.

Greater of $15,000

– or –

10% of monthly AWS usage for
the first $0–$150K

7% of monthly AWS usage from
$150K–$500K

5% of monthly AWS usage from
$500K–$1M

3% of monthly AWS usage over
$1M

See pricing detail and example.