AWS Official Blog

AWS Premium Support: Lower Prices, New Plans, Faster Response

by Jeff Barr | on | in Announcements, Price Reduction |

I’ve got some really important news about our AWS Premium Support offering. We’ve added new Bronze and Platinum plans, reduced our prices, and increased our responsiveness.

New Support Plans
We are introducing two new support plans. The new Bronze plan is aimed at individual developers and costs just $49 per month. The new Platinum plan is intended for our enterprise customers and is priced at 10% of AWS usage with a $15K monthly minimum.

The Bronze plan gives you access to the same web-based ticketing system used by AWS customers on the Silver, Gold, and Platinum plans. You can submit trouble tickets related to the AWS APIs and to the AWS Infrastructure and expect a response within 12 business hours for normal tickets and one day for low-priority tickets.

The Platinum plan goes above and beyond the Gold plan. We will assign a named Technical Account Manager (TAM) to your account, and your tickets will receive “white-glove” routing, jumping ahead of queued tickets entered at the other levels. We’ll respond to critical tickets within 15 minutes and urgent tickets within an hour. Your TAM will work with you to conduct reviews of your AWS usage and performance on a regular basis, and they’ll also help to ensure that you are ready for new launches. They’ll even be available to participate in meetings as you request. You’ll also get guidance on best practices and on the use of new AWS features. You will have access to our team of Solution Architects for guidance during complex implementations.

Price Reductions
As we grow we have become more efficient. Effective January 1, 2011, we have reduced the usage-based pricing for the Silver and Gold support plans by 50%. The minimum cost ($100 per month for Silver and $400 per month for Gold) remains the same. The usage-based fee for the Silver support plan is now 5% of your usage instead of 10%. The usage based fee for the Gold support plan now starts at 10% of your usage instead of 20%, with further reductions in the percentage (all the way down to 5%) as your AWS usage grows.

Increased Responsiveness
The maximum initial response time for normal severity cases has been reduced from 24 business hours to 12 business hours. The maximum initial response time for low severity cases has been reduced from 48 business hours to 24 business hours.

Our support team is growing rapidly and now has a global footprint with teams on three continents (US, Europe, and Asia). We are currently hiring in all of these locations; here are some of the openings:

– Jeff;