AWS Support Documentation

AWS Support provides a mix of tools and technology, people, and programs designed to help you optimize performance, lower costs, and innovate faster. We are determined to make our customers successful on their cloud journey and address requests that range from answering best practices questions, guidance on configuration, all the way to break-fix and problem resolution, depending on Support level. 

AWS Support helps you stay agile with architectural guidance as you build applications and solutions. 

AWS Support is designed to help you proactively monitor your environment and automate remediation. AWS Support provides tools such as AWS Personal Health Dashboard and AWS Trusted Advisor to help you keep your environment running optimally. These tools are designed to proactively alert you about ways to improve security, optimize performance, and reduce costs.

Your cloud infrastructure must have security and be ready for whatever your business may demand of it. AWS Support can help you maintain security standards and is designed to proactively alert you to issues that require attention. We can also help you plan to ensure you can meet the demands of your customers with architectural and operational guidance to help you optimize performance.  

At AWS, Cloud Support Engineers do not simply follow a run-book. Rather, AWS engineers strive to stay with Support cases from the start all the way through to resolution. This model is designed to avoid the need for escalation paths typically employed by support organizations and to reduce the need for customers to interface with multiple support engineers, which  can allow you to move faster in your cloud journey.

Our AWS Technical Support tiers, depending upon level, 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 to help you resolve API and AWS SDK issues
• Troubleshooting to help you resolve 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 third-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
• Database query tuning
• Cross-Account Support (for more information, see AWS Support FAQs)
  

For additional information about service controls, security features and functionalities, including, as applicable, information about storing, retrieving, modifying, restricting, and deleting data, please see https://docs.aws.amazon.com/index.html. This additional information does not form part of the Documentation for purposes of the AWS Customer Agreement available at http://aws.amazon.com/agreement, or other agreement between you and AWS governing your use of AWS’s services.