AWS Support Features

Scope of Support

Our AWS Technical Support tiers cover development and production issues for AWS products and services, along with other key stack components.

• "How to" questions about AWS services and features
• Best practices to help you successfully integrate, deploy, and manage applications in the cloud
• Troubleshooting API and AWS SDK issues
• Troubleshooting operational or systemic problems with AWS resources
• Issues with our Management Console or other AWS tools
• Problems detected by EC2 Health Checks
• A number of 3rd Party Applications such as OS, web servers, email, vpn, databases, and storage configuration

AWS Support does not include:

• Code development
• Debugging custom software
• Performing system administration tasks

Support Center

From the Support Center all AWS Support customers on an enhanced service tier can:

• Open a case online with Support via email (web support), chat, or phone
• Send us more information by adding additional correspondences to your existing case
• Check on the status of your open cases
• Track any telephone or online correspondence between you and our developer support engineers
• View the Service Health Dashboard for each AWS region
• Jump to other handy resources like the Discussion Forums and the Product FAQs

Contact Methods

From the Support Center, all Developer-level and higher Support customers can open a case online with "Web Support" Using your web browser. Business and Enterprise-level customers may also Click to Call to have AWS contact you at any convenient phone number or strike up a conversation with one of our engineers via Chat. Enterprise-level customers also have a direct access to their dedicated Technical Account Manager.

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, customers will be given the option to open a high priority ticket with Technical Support for assistance. Support for Health Checks is currently available for EC2 and can be accessed on the instance "Status Check" tab. See the FAQ for more details on how this works. Click here for further details.

Named Support Contacts

Only your company's named support contacts can submit support cases and interact directly with AWS Support. Customers on the Developer-level tier receive one named support contact; Business-level customers can specify up to five, and Enterprise-level customers can specify an unlimited number. The AWS Support subscriber is the only named support contact who can manage the AWS Support bill and manage other named support contacts. We strongly recommend setting your named support contacts immediately so that you don't end up spending extra time during a sensitive situation. Adding names to your company's account means more people can contact us instead of asking their questions through you.

Response Times

Our first-contact response times are based on your chosen severity level for each case. We're committed to providing a response within the time frames described below.

Severity Level	Response Time	Available For
Critical	15 minutes	Enterprise
Urgent	1 hour	Business, Enterprise
High	4 hours	Business, Enterprise
Normal	12 hours	Developer, Business, Enterprise
Low	1 day	Developer, Business, Enterprise

Developer-level customers can expect a support professional to be available Monday through Friday 8am-6pm in the customer time zone. Business and Enterprise-level customers can expect support any time, 24 hours a day, 7 days a week, and 365 days a year.

Best Practice and New Feature Guidance

We will provide best practice recommendations to improve performance and efficiency. We will make recommendations on how new AWS offerings may fit into your use case.

Client-Side Diagnostic Tools

In cases of apparent networking or performance issues, you can expedite the troubleshooting process by running these diagnostics and sharing their output files with us. The tools are available for download at the Support Center.

3rd Party Software Support

AWS Support Business and Enterprise levels include Beta support for common operating systems and common application stack components. The experience and diversity of our support team often allows us to provide guidance for a large number of other applications beyond what is listed below and we will help when we can.

• Operating Systems including 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, and FTP
• Databases (MySQL, SQL Server), disk management tools (LVM, RAID), and VPN Solutions (OpenVPN, RRAS)
• To provide feedback on how we can improve our 3rd Party Software Support - Beta, including requests for prioritization of additional Application Infrastructure components, please click here.

Trusted Advisor Beta

AWS Trusted Advisor draws upon best practices learned from AWS’ aggregated operational history of serving hundreds of thousands of AWS customers. The AWS Trusted Advisor inspects your AWS environment and makes recommendations when opportunities exist to save money, improve system performance, or close security gaps. Learn more about Trusted Advisor by clicking here.

Infrastructure Event Management (IEM)

AWS Infrastructure Event Management is a short term engagement with AWS Support, available as part of the Enterprise-level Support product offering, and available for additional 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.

Technical Account Manager (TAM)

Your 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)

Management Business Reviews

Your TAM will be responsible for helping you tier, execute, and evaluate your infrastructure performance. The TAM will conduct regular performance reviews, participate in requested meetings, and collaborate on new launches to ensure readiness. (Enterprise-level Customers Only)

White-Glove Case Routing

Cases submitted by Enterprise-level customers will be routed directly to specially trained engineers to ensure fast, accurate resolution of critical issues. (Enterprise-level Customers Only)

Resolved Cases

Once we've responded to your case, we'll work with you to identify and resolve your problem. We consider cases resolved if:

1. Your problem is fixed.
2. The source of the problem lies with third party software. (In which case, we’ll continue to be a resource as you work with the third party on resolution.)
3. You don't respond to a query or request from us for four (4) consecutive days.

For recurring issues, you may choose to re-open the case later.