AWS Premium Support Overview

Amazon Web Services provides a variety of support offerings designed to suit your business’ specific needs. AWS Basic Support offers access to our Resource Center, Service Health Dashboard, Technical FAQs, and Developer Forums—and is free of charge to all AWS customers. Customers who require a higher level of support can subscribe to the AWS Premium Support options described below.

Our two AWS Premium Support offerings (Silver and Gold) provide fast, predictable response times, an unlimited number of support cases, and personalized support from AWS developer support engineers (with as-needed escalation to Service Specialists). You can also ensure around the clock (24×7x365) coverage and telephone support for your most mission-critical applications when you sign up for the Gold Support plan. The following table lists the key features for the Silver and Gold plans. For more detail on these features, see the "Description of Key Features" section further down on this page.

AWS Premium Support Pricing

All AWS Premium Support plans include an unlimited number of support cases, with no annual contracts. Also, with the Gold plan, as your AWS charges grow, you earn volume discounts on your AWS Premium Support costs.

(AWS Premium Support is sold by Amazon Web Services LLC.)

Resources

Description of Key Features

Below is additional detail about the features of AWS Premium Support.

Support availability

You can contact us anytime you have a question or issue. On “high” severity issues, we promise to respond within four business hours; for “normal” severity issues we’ll respond within one business day; and for “low” severity issues, we’ll respond within two business days. As a Gold customer with an “urgent” issue, you can contact us at any time, 24 hours a day, 7 days a week, 365 days a year and we’ll respond within an hour.

AWS Support Center

The Support Center is where you go to initiate and manage your AWS Premium Support cases. Here, you’ll be able to open and manage cases, and send us more information about a particular issue. You’ll also be able to track any telephone or online correspondence between you and our AWS developer support engineers, attach files with data that can help us resolve your problem, or check in with us at any time about the status of your case.

Contact methods

From the AWS Support Center, Silver and Gold customers can click on “Web Support” to open a new case online. Similarly, Gold customers can click on “Phone Support” to call AWS Premium Support using the same popular Click-To-Call feature available for Amazon’s retail customers. You click a button, AWS calls you back. AWS Premium Support will also send you e-mail notifications any time the status of one of your ongoing cases changes.

Issue severity and response times

You and your engineers will assess the severity of the issue you are experiencing based on the definitions in the AWS Premium Support Guidelines and your business’ requirements. We’ll respond to your request within the timeframes clearly defined in the “AWS Premium Support Overview” section above.

Scope of support

You’ll receive AWS Premium Support coverage for the following infrastructure web services: Amazon S3, Amazon CloudFront, Amazon EC2, Amazon VPC, Amazon SQS, Amazon SNS, Amazon SimpleDB, Amazon RDS, and AWS Import/Export. You can contact us with any development or production/operational issue related to the use of these services. If you have multiple AWS accounts, you can choose to cover some accounts (for example, your production account) with Gold support, others with Silver, or some, such as your test accounts, not at all—depending on the requirements for each individual account. For more details about scope of coverage, please refer to our AWS Premium Support Guidelines.

Client-side diagnostics

All AWS Premium Support customers benefit from client-side diagnostic tools, available for download in the AWS Support Center. In cases where you’re experiencing an apparent networking or performance-related issue, these tools can expedite the diagnosis and troubleshooting process. The tools (supported and maintained by AWS) gather basic information about your system environment, which you then share with us by attaching the output file to an open case.

Named support contacts

Named support contacts are the only ones who can submit support cases and interact directly with AWS Premium Support. For Silver support, you can designate two named support contacts; for Gold, you can assign three. By default, the person who subscribes an AWS account for Premium Support is listed on the account as one of these contacts. We strongly recommend that you set up these named support contacts upfront so that you don’t need to spend time doing so during a time-sensitive situation later on. Additionally, the person who signs up for AWS Premium Support and sets up the account will be the only person able to view and manage the AWS Premium Support bill, as well as the only person able to add, replace, or remove named support contacts.

How to get started

If you wish to receive access to AWS Premium Support for your Amazon Web Services account, simply follow the steps below:

1. Review the Gold and Silver plans outlined above.


2. If you’re a current customer of Amazon S3, CloudFront, EC2, VPC, SQS, SNS, SimpleDB, RDS and/or AWS Import/Export, click the appropriate sign up button at the top of this page (being sure to login with the e-mail address and password associated with the AWS account for which you wish to receive support).
   
   As a new AWS customer, you can add AWS Premium Support to your account during the Amazon S3, CloudFront, EC2, VPC, SQS, SNS, SimpleDB, RDS, or AWS Import/Export sign up process. Once you’ve purchased AWS Premium Support, it will cover your use of all nine services, even if you sign up for some of these services after you have subscribed for AWS Premium Support.


3. After you’ve completed the signup process and received your AWS Premium Support confirmation e-mail, please log in to the Support Center to identify any additional named support contacts, or to open a new technical support case.

Intended Usage and Restrictions

Your use of this service is subject to the Amazon Web Services Customer Agreement and the AWS Premium Support Guidelines.