AWS Premium Support
If you're looking for support, please go to the Support Center.
AWS Premium Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
All AWS Premium Support plans offer customers of AWS Infrastructure Services an unlimited number of support cases with pay-by-the-month pricing and no long-term contracts. The four plans provide developers and businesses the flexibility to choose the support plans that meet their specific needs.
This page contains the following categories of information. Click to jump down:
AWS Premium Support Functionality
AWS Premium Support provides a highly personalized level of service for customers seeking technical help. Customers that do not select Premium Support will continue to have access to our Basic Support, offered at no additional charge, which includes the Resource Center, Product FAQs, and Discussion Forums.
| Bronze | Silver | Gold | Platinum | |
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| Access to community forums |
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| Resolution for AWS-owned issues |
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| Local business hours |
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| One-on-one online support |
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| Client side diagnostic tools |
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| Best practice guidance |
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| Fastest guaranteed response | 12 hours | 4 hours | 1 hour | 15 minutes |
| Your named contacts (what's this?) | 1 | 2 | 3 | unlimited |
| Architecture Support (what's this?) | Building Blocks | Service Reviews | Use Case Guidance | Application Architecture |
| 3rd Party Software Support - Beta (what's this?) |
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| AWS Trusted Advisor - Beta (what's this?) |
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| Always available — any time, any day, 24/7/365 |
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| One-on-one phone support |
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| Direct access to Technical Account Manager (what's this?) |
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| White-glove case routing (what's this?) |
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| Management business reviews (what's this?) |
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Your Named Contacts
Add names to your company's account so that more people can contact us...instead of asking their questions through you.
Architecture Support
Building BlocksGuidance on how to use all AWS products, features, and services together. Includes guidance on best practices and generalized architectural advice.
Service ReviewsReview of specific AWS products, features, and services being used. Includes basic guidance on aligning your current AWS usage to best practices.
Use Case GuidanceGuidance on what AWS products, features, and services to use to best support your specific use cases. Includes guidance on optimizing AWS products and configuration to meet your specific needs.
Application ArchitectureConsultative partnership supporting specific use cases and applications. Includes design reviews and architectural guidance. Platinum customers support team includes a dedicated Technical Account Manager, and access to an AWS Solutions Architect.
3rd Party Software Support - Beta
Providing 3rd Party Software Support enables customers to work directly with Premium Support on questions related to the customers' Amazon Elastic Compute Cloud (EC2) instance operating systems as well as the configuration and performance of the most popular 3rd Party Software components on AWS. This support covers most widely used operating systems, including Windows, Ubuntu Linux, Red Hat Linux, Novell’s SuSE Linux, and Amazon Linux, as well as systems software including Apache, IIS, Amazon SDKs, FTP, Sendmail, and Postfix. AWS support engineers will now be available to address common problems that derail customers in the setup, configuration, and troubleshooting of their infrastructure components.
AWS Trusted Advisor - Beta
The AWS Trusted Advisor program monitors AWS infrastructure services, identifies customer configurations, compares them to known best practices, and then notifies customers where opportunities may exist to save money, improve system performance, or close security gaps.
The AWS Trusted Advisor feature checks are communicated with customers via proactive cases, regularly scheduled reports, and through direct interaction with our engineers. The list of best practices available with AWS Trusted Advisor is continuously updated and expanded with the latest learnings.
Direct Access to Technical Account Manager
Your Technical Account Manager (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 (Platinum Customers Only).
White-Glove Case Routing
Cases submitted by Platinum customers will be recognized and routed directly to specially trained engineers to ensure fast, accurate resolution to critical issues.
Management Business Reviews
Get help with infrastructure planning. Your Technical Account Manager conducts performance reviews, reports metrics, collaborates on launches, and connects you with solutions architects.
AWS Premium Support Pricing
All AWS Premium Support plans include an unlimited number of support cases, with no long-term contracts. Also, with the Gold plan, as your AWS charges grow, you earn volume discounts on your AWS Premium Support costs. Check out the calculator for a customized estimate of your deployment's AWS Premium Support cost.
| Bronze | Silver | Gold | Platinum | |
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| Pricing | $49/month |
Greater of $100
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Greater of $400
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Greater of $15K
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AWS Premium Support (Silver) Pricing Example
For $2k in monthly usage fees, Silver Premium Support will be:
$2,000 x 5% = $100
AWS Premium Support (Gold) Pricing Example
For $85k in monthly usage fees, Gold Premium Support will be:
| $10,000 | x 10% | = $ | 1,000 | |
| (10% for the first $0 - $10k of monthly AWS usage) | ||||
| $70,000 | x 7% | = $ | 4,900 | |
| (7% from $10k - $80k of monthly AWS usage) | ||||
| + | $ 5,000 | x 5% | = $ | 250 |
| (5% on monthly usage over $80k) | ||||
| Total: | $ | 6,150 | ||
AWS Premium Support (Platinum) Pricing Example
For $200K in monthly usage fees, Platinum Premium Support will be:
$200,000 x 10% = $20,000
Purchasing Support for Reserved Instances
When you pre-pay for compute needs with Reserved Instances and are enrolled in a Premium Support plan, the one-time fee for your Reserved Instances will be included in the calculation of your AWS usage in the month you purchase the Reserved Instances. For customers who sign up for Platinum, Gold, or Silver support after purchasing Reserved Instances, a prorated portion of the one-time fee paid for your Reserved Instances will be included in the first month of Premium Support. The hourly usage charges for Reserved Instances will be included in the calculation of your AWS usage each month.
Resources
Intended Use and Restrictions
Your use of this service is subject to the Amazon Web Services Customer Agreement and the Premium Support Features.
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