AWS Partner Network (APN) Blog

Announcing AWS Enterprise On-Ramp – A New Support Plan

By Michelle Jiang, Sr. Business Analyst and Strategy Manager – AWS
By Veronica Sartori, Sr. Solution Provider Business Development Manager – AWS

AWS-Enterprise-On-Ramp-1.1

AWS Support and the AWS Channel Programs team are excited to announce the availability of AWS Enterprise On-Ramp, a new Support plan that’s enabled under the AWS Solution Provider Program and AWS Distribution Program.

Designed for production and business-critical needs, AWS Enterprise On-Ramp will enable Solution Providers and Distributors to support customers that are starting their cloud journey and need expert guidance to grow and optimize on Amazon Web Services (AWS).

With Enterprise On-Ramp, we deliver a holistic technical Support model focused on the unique needs of customers that are in the early stage of their cloud journey. The plan focuses on highly mature and scaled case management processes, resource health dashboard APIs, and proactive engagement through a pool of Technical Account Managers (TAMs).

Enrollment into AWS Enterprise On-Ramp is available starting November 24, 2021.

AWS Solution Providers and Distributors who resell Enterprise On-Ramp will receive a discount off public pricing. The Solution Provider or Distributor is responsible for resolving billing and account issues, but end customers with Resold Support will use AWS technical support features directly. Partner-led Enterprise On-Ramp is not available.

When utilizing Enterprise On-Ramp, customers are billed based on the aggregate monthly AWS charges for all of the account IDs subscribed to Enterprise On-Ramp.

For additional information around pricing and discounting, visit the AWS Support webpage.

AWS Solution Providers can refer to the Solution Provider Program Terms and Solution Provider Discount Guide available in AWS Partner Central (login required).

AWS Distributors can refer to the Distributor Program Terms and the Distributor Guide available in Partner Central.

Premium Support Product Recommendation

Business Support Enterprise On-Ramp Enterprise Support
Minimum recommended tier for customers who have production workloads on AWS. Recommended for customers who have production and/or business critical workloads on AWS. Recommended for customers who have business and/or mission critical workloads on AWS.

Premium Support Feature Comparison

Feature Business Support Enterprise On-Ramp Enterprise Support
Architecture support N/A Access to a Well-Architected Review delivered by AWS Solution Architects (one per year). Access to a Well-Architected Review delivered by AWS Solution Architects.
AWS Trusted Advisor Website and programmatic access to full set of checks. Website and programmatic access to full set of checks. Website and programmatic access to full set of checks.
Health status and notifications Access to personal health dashboard and health API. Access to personal health dashboard and health API. Access to personal health dashboard and health API.
Technical support 24×7 access to Cloud Support Engineers via email, chat, and phone. 24×7 access to Cloud Support Engineers via email, chat, and phone. 24×7 access to Cloud Support Engineers via email, chat, phone. Management reporting and collaboration to drive operational excellence.
Who can open cases Unlimited contacts/unlimited cases (IAM supported) Unlimited contacts/unlimited cases (IAM supported) Unlimited contacts/unlimited cases (IAM supported)
Case severity/response times General guidance:
< 24 hours
System impaired:
< 12 hours
Production system impaired:
< 4 hours
Production system down:
< 1 hour
General guidance:
< 24 hours
System impaired:
< 12 hours
Production system impaired:
< 4 hours
Production system down:
< 1 hour
Business-critical system down:
< 30 minutes
General guidance:
< 24 hours
System impaired:
< 12 hours
Production system impaired:
< 4 hours
Production system down:
< 1 hour
Business/mission-critical system down:
< 15 minutes
AWS service guidance Contextual guidance based on your use case. Consultative review and guidance based on your applications. Consultative review and guidance based on your applications.
DevOps automation AWS Support API AWS Support API AWS Support API
Third-party software support Interoperability and configuration guidance and troubleshooting. Interoperability and configuration guidance and troubleshooting. Interoperability and configuration guidance and troubleshooting.
Event management Infrastructure event management (available for additional fee). Infrastructure event management (one per year with the subscription and incremental fee). Unlimited infrastructure event management.
Accounts and billing N/A Concierge support team Full concierge support team
Skill development N/A N/A 500 online training credits per year per customer. Additional credits at a 30% discount.
Operational support N/A Cloud operations review (one per year) Cloud operations review
AWS service coverage All AWS services covered All AWS services covered All AWS services covered
Technical Account Manager (TAM) N/A Access to a pool of TAMs Access to designated TAMs