AWS Support
AWS 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 Support tiers 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 tiers provide developers and businesses the flexibility to choose the support tiers that meet their specific needs.
This page contains the following categories of information. Click to jump down:
AWS Support Features
AWS Support provides a highly personalized level of service for customers seeking technical help. Customers that do not select AWS Support will continue to have access to Basic Support, offered at no additional charge, which includes the Resource Center, Product FAQs, Discussion Forums, and Support for Health Checks.
| Basic | Developer | Business | Enterprise | |
|---|---|---|---|---|
| Customer Service - 24x7x365 |
|
|
|
|
| Support Forums |
|
|
|
|
| Documentation, White Papers, Best Practice Guides |
|
|
|
|
| Access to Technical Support |
Support for Health Checks (what's this?) |
Email (local business hours) |
Phone, Chat, Email, Live Screen Sharing (24/7) |
Phone, Chat, Email, Live Screen Sharing, TAM (24/7) |
| Primary Case Handling | Technical Customer Service Associate | Cloud Support Associate | Cloud Support Engineer | Sr. Cloud Support Engineer |
| Named Contacts (what's this?) | 1 | 5 | Unlimited | |
| Response Time | 12 hours | 1 hour | 15 minutes | |
| Architecture Support (what's this?) | Building Blocks | Use Case Guidance | Application Architecture | |
| Best Practice Guidance |
|
|
|
|
| Client Side Diagnostic Tools |
|
|
|
|
| Identity Access Management (IAM) (what's this?) |
|
|
||
| Access to Support API - Beta (what's this?) |
|
|
||
| 3rd Party Software Support - Beta (what's this?) |
|
|
||
| AWS Trusted Advisor - Beta (what's this?) |
|
|
||
| Infrastructure Event Management (what's this?) | Contact Us for Pricing |
|
||
| Direct Access to Technical Account Manager (TAM) |
|
|||
| White-glove Case Routing (what's this?) |
|
|||
| Management Business Reviews (what's this?) |
|
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.
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. Enterprise-level support 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 AWS 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 such as Amazon Linux, Ubuntu, Red Hat Enterprise Linux, SUSE Linux, and Microsoft Windows 2003 R2, 2008, 2008 R2 and 2012, common application stack components including Apache and IIS web servers, the Amazon SDKs, Sendmail, Postfix, FTP, databases (MySQL, SQL Server), disk management tools (LVM, RAID), and VPN Solutions (OpenVPN, RRAS). 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 (Enterprise-level Customers Only).
White-Glove Case Routing
Cases submitted by Enterprise-level customers will be recognized and routed directly to specially trained engineers to ensure fast, accurate resolution to critical issues.
Support for Health Checks
Health Checks monitors the health and status of AWS Services and the status of these checks are displayed within the AWS Management Console. When a check does not pass, all customers will be given the option to open a high priority ticket with Technical Support for assistance. Services that currently included under Support for Health Checks include EC2 and EBS.
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.
Infrastructure Event Management
AWS Infrastructure Event Management is a short term engagement with AWS Support that is available as part of the Enterprise-level Support product offering, and for purchase for Business-level Support subscribers. AWS Infrastructure Event Management will partner 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.
Identity and Access Management (IAM)
AWS Identity and Access Management (IAM) enables customers to securely control access to AWS services and resources for their users. Business and Enterprise-level support subscribers can allow/deny their IAM users access to AWS Support resources such as the Support Center and Trusted Advisor.
AWS Support API
Integrate AWS Support case management and Trusted Advisor data into your applications and extend existing support tools and workflows to seamlessly interact with our Support Center. Access the documentation and download the SDK here.
AWS Support Pricing
All AWS Support tiers include an unlimited number of support cases, with no long-term contracts. Also, with the Business and Enterprise-level tiers, as your AWS charges grow, you earn volume discounts on your AWS Support costs. Check out the calculator for a customized estimate of your deployment's AWS Support cost.
| Basic | Developer | Business | Enterprise | |
|---|---|---|---|---|
| Pricing | Included | $49/month |
Greater of $100
- or -
|
Greater of $15,000
- or -
|
AWS Support (Business) Pricing Example
For $85k in monthly usage fees, Business 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% from $80k - $250k of monthly AWS usage) | ||||
| + | $0 | x 3% | = $ | 0 |
| (3% on monthly usage over $250k) | ||||
| Total: | $ | 6,150 | ||
AWS Support (Enterprise) Pricing Example
For $1.2M in monthly usage fees, Enterprise Support will be:
| $150,000 | x 10% | = $ | 15,000 | |
| (10% for the first $0 - $150k of monthly AWS usage) | ||||
| $350,000 | x 7% | = $ | 24,500 | |
| (7% from $150k - $500k of monthly AWS usage) | ||||
| $500,000 | x 5% | = $ | 25,000 | |
| (5% from $500k - $1M of monthly AWS usage) | ||||
| + | $200,000 | x 3% | = $ | 6,000 |
| (3% on monthly usage over $1M) | ||||
| Total: | $ | 70,500 | ||
Purchasing Support for Reserved Resources (EC2, RDS, ElastiCache, Redshift)
When you pre-pay for compute needs with EC2, RDS, and Redshift Reserved Instances and ElastiCache Reserved Cache Nodes and are enrolled in an AWS Support tiers, the one-time fee for your prepaid resources will be included in the calculation of your AWS usage in the month you purchase them. For customers who sign up for Enterprise and Business-level support after purchasing reserved resources, a prorated portion of the one-time fee paid will be included in the first month of AWS Support. The hourly usage charges for reserved resources 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 AWS Support Features.
Trusted Advisor Demo
AWS Support Overview
Support Case Study
Enterprise support helped Shazam prepare for a large scale event and millions of transactions in 8 weeks.
©2013, Amazon Web Services, Inc. or its affiliates. All rights reserved.
