These Guidelines detail key aspects of the AWS Premium Support program. Your rights and our obligations regarding support are also subject to the terms of the AWS Customer Agreement.
What is covered?
AWS Premium Support is limited to coverage of the following issues arising out of your use of Amazon S3, Amazon CloudFront, Amazon EC2, Amazon VPC, Amazon SQS, Amazon SimpleDB, and Amazon RDS (the “Covered Services”):
- Issues related to the configuration / usage of the Covered Services. These are general “how-to” questions.
- Troubleshooting and diagnosis of errors related to use of the Covered Services.
- Troubleshooting and diagnosis of operational or systemic problems related to the use of the Covered Services.
Premium Support does not include, among other things:
- Support for end use of applications or services built by AWS developers
- System design, architecture or code development
- Support for 3rd party software or networks used in conjunction with any Covered Services
- Billing questions (which should be referred to webservices@amazon.com)
Who may contact us and how?
Premium Support will be provided only to the “Named Support Contacts” for support subscribers. Silver subscribers may have up to two Named Support Contacts. Gold subscribers may have three. Technical support may be initiated by submitting a case through the AWS Support Center. Click-to-Call also may be used by Gold subscribers by logging into the Support Center and selecting “Phone Support.”
What are the severity levels?
Each case will be assigned one of the following severity levels:
Urgent – Critical functions of your application are unavailable. There is significant business impact. You cannot reasonably circumvent or workaround.
High – Critical functions of your application are noticeably impaired or performance is degraded. You cannot circumvent or workaround.
Normal – Non-critical functions of your application are experiencing errors or abnormalities exist. You can circumvent or workaround the problem. You may also have a time-sensitive development question.
Low – You have a general development or usage question, or would like to log a feature request.
What are the response times?
The time in which we will first respond to a case (our “Response Time”) is based on the following severity levels:
Except for Urgent problems, Response Times are during normal business hours only, which are Monday through Friday, 6am to 6pm Pacific Time, except for the following holidays, which are excluded: January 1st, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and December 25th. For Urgent cases available to Gold subscribers only, the Response Time applies 24 hours a day, 7 days a week, and does not exclude holidays.
How will problems be resolved?
Once we respond to a properly submitted case, we will work with you to identify and resolve the problem consistent with the assigned severity level. Please keep in mind that “resolution” of a case does not necessarily mean that the problem will be fixed or that we will provide a bug fix, a patch or workaround. For example, if we conclude that the source of the problem lies with third party software, we would resolve the AWS Premium Support case, and you would need to pursue the issue with the third party. If you do not respond to a query or request from us for 7 consecutive days, we will regard that case as “resolved.” You may choose to re-open the case later, if the issue is ongoing.
