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Architecture Support

Guidance on how to use all AWS products, features, and services together. Includes guidance on best practices and generalized architectural advice.

Guidance 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.

Consultative 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 & 2008 R2, 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 (Business) Pricing Example

AWS Support (Enterprise) Pricing Example