AWS Premium Support FAQs

General

Open all

AWS Basic Support offers all AWS customers access to our Resource Center, Service Health Dashboard, Product FAQs, and Discussion Forums – at no additional charge. Customers who desire a deeper level of support can subscribe to AWS Support at the Business Support+, Enterprise, or Unified Operations level.

AWS Support provides assistance with AWS products, services, and Solutions, including guidance on integration, deployment, and best practices. The support covers troubleshooting of API and SDK issues, operational problems with AWS resources, and help with the AWS Management Console and tools. Basic configuration support is also available for common third-party applications like operating systems, web servers, databases, and email systems. However, AWS Support does not include custom code development, software debugging, system administration tasks, or remote access to customer systems and accounts.

AWS Support cannot be purchased for individual services. Instead, it provides comprehensive coverage across the entire AWS service portfolio. This all-inclusive approach was designed because most customers use multiple AWS services that interact with each other, and many support issues involve the integration and interaction between different services. This comprehensive coverage ensures seamless support for your entire application ecosystem, regardless of which AWS services you currently use.

As many as you need. Basic Support plan customers are restricted to customer support and service limit increase cases.

The Business Support+, Enterprise, and Unified Operations plans allow an unlimited number of users to open technical support cases (supported by AWS Identity and Access Management (IAM)). Customers with the Basic Support plan cannot open technical support cases.

If you have a paid Support plan, you can open a web support case from Support Center. If you have Business, Enterprise, or Unified Operations, you can request that AWS contact you at any convenient phone number or start a chat with one of our engineers through Support Center or the AWS Support App in Slack.

You can also see your options for contacting Support on the Contact Us page.

If customers encounter issues after following our step-by-step documentation, they can provide details such as screen prints and logs through a Support case. For high-severity issues, AWS Business Support+, Enterprise Support and Unified Operations customers can chat with or call Support to receive help in real time. In some scenarios, Support provides detailed guidance through email. If necessary, Support will use our screen-sharing tool to remotely view the customer's screens to identify and troubleshoot problems. This tool is view-only—Support cannot act on behalf of customers within the screen-share session. Note, however, that the screen-share tool is not intended to assist with guiding customers through steps that are already documented. If a customer can’t use our screen sharing tool, AWS Support will try to use the screen share tool of the customer’s choice.

AWS Support is currently available in the following languages: Chinese, English, Japanese, and Korean. You may use one of the supported languages as your preferred contact language to access AWS Support. Note that Unified Operations is currently supported only in English and Japanese.

If you have Enterprise Support plan or above, we have Technical Account Managers who can speak and interact with you in the local language of Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Thai, and more. To know if we can interact in your language, contact your account management team or contact AWS sales support for more information.

When you create a Support case in AWS Support Center, select your preferred contact language from the list of supported languages. After you do this, the new case opened through AWS Support Center is routed to the support team with proficiency in your preferred language.

You can add AWS Support during the sign up process for any AWS product. Or simply select an AWS Support Plan.

You are obligated to pay for a minimum of one month of support each time you register to receive the service. You need to wait for a minimum of 30 days since the subscription start date to cancel a subscription. We reserve the right to refuse to provide AWS Support to any customer that frequently registers for and terminates the service.

The information you provide to AWS Support for purposes of general inquiries; technical, account, or billing support; or during interactions with AWS Support offerings or tools will be handled in accordance with the AWS Privacy Notice.

Business Support+

Open all

Important Changes:

As part of our commitment to providing enhanced support capabilities we are transitioning Developer Support and Business Suport to our new AWS Business Support+ plan.
AWS Business Support+ transforms your support experience by combining the power of generative AI with AWS's technical expertise.
As of December 2nd, 2025, Developer Support and Business Support are no longer available for new subscriptions
As of January 1st, 2027, Developer and Business Support plans will be discontinued.
You can continue using your existing Developer and Business Support plans or choose to upgrade to AWS Business Support+ anytime before January 1st, 2027

The choice of how to engage - whether through AI first or direct human support - remains entirely up to you. You can create support cases directly and engage with AWS experts whenever you need to. However, the AI assistance is seamlessly integrated into the support experience, offering immediate insights and potential solutions while your case is being created. This means you might find quick resolutions even as you're preparing to engage with our support team.

No, your existing Business Support accounts will not be automatically migrated to Business Support+. You have full control over when and how you move to Business Support+. You can continue using your existing Business Support plan while evaluating Business Support+'s enhanced capabilities. When you're ready to transition, you can choose to migrate to Business Support+ at your own pace. We're providing a full year's transition period to ensure you can make this decision based on what works best for your organization.

AWS Business Support+ gives you complete flexibility in your support engagement. While AI capabilities are integrated into the service, you can bypass the AI interaction and create a case directly to engage with our support experts. When you create a case, relevant fields are automatically populated based on your query, and you have full control to modify the subject, case type, service, and category before submission.

Though AWS Business Support+ integrates with AWS Organizations for subscription purposes, the AI assistant can only provide context-specific responses for the account you're currently accessing and within your IAM permissions. For resources outside your IAM policy scope, the assistant will provide only general guidance to maintain security boundaries.

At present, the AI assistant in AWS Business Support+ only operates in English. However, you can start your interaction in English and then switch to your preferred language when creating a support case. We're actively expanding our AI language capabilities, beginning with currently supported AWS Support languages and eventually planning to match AWS's complete language offering.

Yes, you can access AI assistance for any AWS service through Business Support+. The AI assistant is fully equipped to handle technical questions across the entire AWS service catalog. If you need more urgent help or want to speak with a specialist, you can still engage directly with AWS experts at any time.

The Service Level Objective (SLO) timer starts when you submit your case, and the response time depends on the severity level you select. While the AI provides immediate assistance, it works independently of these SLOs. AI responses are typically instant but aren't bound by specific time commitments.

No, you'll actually gain additional features. Business Support+ includes everything from your current support plan while adding new capabilities. You'll get real-time contextual responses through generative AI and faster response times - 30 minutes for critical issues, which is twice as fast as traditional Business Support. Plus, the pricing is more affordable, with the minimum monthly fee reduced from $100 to $29.

Currently, you can only access the AI assistant capabilities in AWS classic regions. However, AWS is working on expanding this service to special regions including China, GovCloud, and ESC regions. They'll announce updates as these regions become available for AI support interactions.

Enterprise Support

Open all

Our AI assistant may provide initial responses to support cases when appropriate, based on case severity and other factors. If additional assistance is needed, cases are automatically routed to our Cloud Support Engineers. Customers can also request to speak with an engineer at any time.

No, customers are not charged separately for interactions with our AI agents. These capabilities are included as part of your support plan.

Yes, IDR and CDP will continue to be available as optional add-on services to Enterprise Support customers.

Customers on Enterprise On-Ramp will continue to be supported through December 31, 2026, providing ample time for transition planning. For customers with contractual commitments for Enterprise On-Ramp, we will work with you separately to ensure that you continue to have the right level of Support for your use case.

We recommend that customers maintain Enterprise Support across all accounts within their organization for consistency and optimal Support delivery.

We are lowering the minimum price of Enterprise Support below Enterprise On-Ramp's minimum price, allowing more customers to access the benefits of the higher tier, including designated TAM, AWS Security Incident Response, and up to 15-min case response. With this change, we are enabling more customers to receive full Enterprise Support.

AWS Security Incident Response monitors and triages security findings from Amazon GuardDuty and third-party detection tools through AWS Security Hub. It surfaces and escalates security events, such as malicious activity and unauthorized behavior across your AWS environment. The service is built around the techniques listed in the MITRE ATT&CK® framework and the Threat Technique Catalog by AWS.

The only mandatory prerequisite is AWS Organizations. Amazon GuardDuty is highly recommended as it enhances the value of Security Incident Response. AWS Security Hub is required for third-party tools such as CrowdStrike Falcon, Trend Micro Cloud One, and Fortinet Lacework FortiCNAPP. If you don’t have GuardDuty or third-party findings through Security Hub, you can still create your own case for security concerns and get specialized assistance from the AWS Customer Incident Response Team (CIRT).

Onboarding to Security Incident Response takes less than 15 minutes, while fully operationalizing it may take up to 2-3 weeks depending on your existing tooling, workflows, and alerting mechanisms. This video walks you through how to set up the service.

Unified Operations

Open all

Within 1-2 weeks of enrollment, AWS assigns Technical Account Managers and Domain Specialist Engineers who connect through customers' preferred collaboration tools (Slack, Teams or Google workspace) to guide a structured journey from risk to resilience. This begins with critcal workload assessment or proactive migration planning. We then integrate alarms while creating custom runbooks, escalation procedures, and execute Game day testing specific to your environment. Your team participates in knowledge transfer sessions with your designated support team, establishing strong working relationships from the beginning. Throughout the process, we maintain clear communication channels and processes, ensuring a smooth transition with minimal disruption to your operations.

To ensure you get the most value from Unified Operations and establish an effective partnership, we require a 3-month initial commitment. After this period, the service transitions to a flexible month-to-month arrangement, giving you complete control over your engagement.

No, the service does not include hands-on keyboard support that provides direct operational management of your AWS resource. It focuses on expert guidance, consultative support, and rapid incident response If hands-on operational support is needed, additional services can be arranged through your AWS Account team.

The first 60 days with Unified Operations begins with a Critical Workload Discovery session to identify and document essential workloads and their technical details. This is followed by a Critical Workload Review (CWR), where Technical Account Manager and Domain Specialist Engineer thoroughly examine the architecture and configuration, resulting in a detailed report of recommendations for improvements in service, operations, resiliency, security, and observability. Based on the CWR findings, specific workshops may be recommended in areas like Observability, Resilience, or Security. The process then moves to implementing 24x7 Proactive Monitoring, including alarm setup and runbook validation through a game day exercise. Finally, Security Incident Response is established by configuring a dedicated security tooling account, setting up team contacts, and optionally enabling Proactive Response for automatic security finding investigation.

Migration and peak event support is a Unified Operations feature that helps customers manage major system transitions or high-traffic events. AWS provides comprehensive support through four main phases: initial preparation and dashboard creation, architecture review with custom run-books, collaborative testing, and actual event support with post-event analysis. While AWS recommends 4 weeks of preparation time, they can work with as little as 2 weeks' notice. The service includes guidance and recommendations, though customers remain responsible for implementation. To maintain focus, we support one significant event at a time

To secure 5-minute response time, go to the AWS Support Center Console and create a Technical case. Select Incident Detection and Response as the service, Active Incident as the category, and Business-critical system down for severity. You can add additional email contacts for incident communications. This process is suitable whether you use proactive monitoring or not, or when incidents occur before alarm setup is complete. Making these specific selections is crucial to avoid any delays in troubleshooting.

AWS Unified Operations provides five minute response for severity-5 cases raised with “Incident Detection and Response" as the case type. Resolution effectiveness depends on available context. Alarm onboarded workloads benefit from immediate access to comprehensive workload information, while non-onboarded workloads begin with service health data and customer-provided information.

Unified Operations is available in English and Japanese.

Transition Plans

Open all

No, existing customers on Business Support and Enterprise Support will not see a cost increase. Existing customers will receive the same or lower costs for Support, with Enterprise Support featuring a minimum fee of $5,000, compared to $5,500 on Enterprise On-Ramp and $15,000 on Enterprise Support previously. Similarly, Business Support+ features a $29 monthly minimum, compared to $100 for Business Support previously. All new plans feature tiered pricing which offers increasing discounts based on AWS usage volume. These changes represent AWS's commitment to providing better value while enhancing service capabilities.

The required actions vary depending on your current plan. Enterprise On-Ramp customers will receive proactive communications through 2026, with no additional action required on their part. However, Developer Support and Business Support customers must actively opt-in to Business Support+ before January 1, 2027. Regardless of your plan, you'll receive email notifications 30 days before any changes to your account, giving you time to prepare or make alternative arrangements if needed.

All plans will now include AI-powered troubleshooting capabilities, making problem resolution faster and more efficient. AWS Security Incident Response is now included at no additional fee as part of Enterprise Support and Unified Operations. Response times for critical issues are also faster for both Enterprise Support (15 minutes, versus 30 minutes with Enterprise On-Ramp) and Business Support+ (30 minutes, versus 1 hour on Business Support). Developer Support customers upgrading to Business Support+ will also benefit from 24/7 Support access (compared to business-hours-only).

Business Support will stop accepting new subscriptions on December 2, 2025. Throughout 2026, AWS will manage phased transitions for existing customers, with all old plans officially shutting down on January 1, 2027. During this 13-month transition period, customers can continue using their existing plans, except for Developer Support customers who must make an active choice to opt-in to Business Support+ or accept a downgrade to Basic Support. This extended timeline ensures customers have adequate time to understand and prepare for the changes. and Developer Support plans will stop accepting new subscriptions on Dec 2, 2025. Customers can continue on their existing plan or change over to AWS Business Support+ at any time before January 1st, 2027.

You have flexibility in your transition timeline: Current Business Support customers have until January 1, 2027 to transition. You can continue with your existing plan or upgrade to Business Support+ at any time to access enhanced AI capabilities and faster response times.

Yes, if you're currently an AWS Business Support customer, you can continue using your existing plan until January 1, 2027. However, we encourage you to explore Business Support+ early to maximize the value of your support investment and take advantage of next-generation AI-powered capabilities.

You can upgrade to AWS Business Support+ at any time through your AWS account. Visit the AWS Business Support+ product page to learn more about the features and begin your upgrade process. Current Business Support customers can seamlessly transition to Business Support+ to start benefiting from enhanced AI capabilities immediately.

AWS Health

Open all

AWS Health is the authoritative data source for events and changes affecting your AWS cloud resources. AWS Health notifies you about service events, planned changes, and account notifications to help you manage and take actions. Sign into your AWS Health Dashboard to view account-specific health information, customize your notifications via AWS User Notifcations, or receive AWS Health event programmatically using Amazon EventBridge. You can also access AWS Health using the AWS Health API, available with AWS Premium Support.

Service health provides an overview of the current and historical status of all AWS services. It includes wider-scale events that can affect overall service availability in a Region. You do not need to sign in or have an AWS account to view this page.
Account health events includes localized operational issues and planned lifecycle events that can affect your workloads running on AWS. Account health is available to authenticated AWS users. By signing in to account health, you can view all AWS Health events including a more personalized view of events affecting your specific AWS services and resources, in addition to service health. You can view account health from the AWS Health Dashboard, programmatically access events using Amazon EventBridge or AWS Health API (available with AWS Premium Support).

AWS Health provides actionable guidance to help you troubleshoot and remediate operational events, make informed decisions on account notifications, and prioritize and take actions to prepare for upcoming scheduled changes such as planned lifecycle events.

AWS Health offers flexibility to meet you where you work, by providing a number of interfaces to view Health events and to integrate Health events to your choice of tools. You can view AWS Health events out-of-the-box using AWS Health Dashboard, which requires no setup and is available to all authenticated AWS users. You will receive e-mails via AWS User Notifications, which can also be configured to send notifications to additional emails and chat channels. You can also integrate AWS Health with tools via Amazon EventBridge or the AWS Health API (which requires AWS Premium Support). Some third-party tools, such as ServiceNow, also provide integration directly with AWS Health.

You can use Amazon EventBridge to automate the management of AWS Health events across your organization by creating rules on EventBridge. Based on rules that you create, EventBridge invokes one or more target actions when an event matches the values that you specify in the rule. Depending on the type of event, you can capture event information, initiate additional events, send notifications, take corrective action, or perform other actions.

Yes, you can define custom actions in AWS Lambda, and use Amazon Eventbridge to initiate these Lambda actions in response to events.

Yes. AWS Health is programmatically accessible with Amazon EventBridge and AWS Health API. AWS Health API is available to customers who are on AWS Premium Support.

The AWS Health Maturity Model is a framework for customers to analyze how to incorporate AWS Health events into their incident response and change management workflows. Under the shared responsibility model, customers are responsible for some changes that arise from the natural lifecycle of cloud technologies and products. AWS Health is the authoritative source of information on the state of your AWS resources, and should be incorporated into your tooling and workflows to avoid operational, billing, or security impact. Customers achieving a higher level of AWS Health maturity can make better prioritized decisions on how to avoid that impact.

For more information on how to incorporate AWS Health events, please visit this page.

AWS Health provides Amazon EventBridge and the AWS Health API as programmatic ways to integrate Health events into your workflow. We provide a number of reference solutions and code samples in our AWS Solutions library and github repositiories to help accelerate time-to-value for your AWS Health events data, and to allow you to customize the solution to fit your processes.

We also work with a number of third-party vendors such as ServiceNow to provide direct integration with tools you already use.

AWS Trusted Advisor

Open all

AWS Trusted Advisor helps you optimize costs, increase performance, improve security and resilience, and operate at scale in the cloud. Trusted Advisor continuously evaluates your AWS environment using best practice checks across the categories of cost optimization, performance, resilience, security, operational excellence, and service limits, and recommend actions to remediate any deviations from best practices.

Trusted Advisor Priority is available from the management or delegated administrator account on the Enterprise Support plan. If you have Enterprise Support or Unified Operations plan and are the management account owner for your organization, please contact your AWS account team to request access. Recommendations in Trusted Advisor Priority are aggregated across member accounts in your organization.

Trusted Advisor includes an expanding list of checks across the categories of cost optimization, security, fault tolerance, performance, operational excellence, and service limits. For a complete list of checks and descriptions, refer to AWS Trusted Advisor checks.

The Trusted Advisor notification feature helps you stay up-to-date with your AWS resource deployment. You will be notified by weekly email when you opt in for this service. A refresh of checks is required to ensure up-to-date summary of check status in email notification. Automated weekly refresh of checks is performed for accounts with AWS Business Support+, AWS Enterprise Support, and AWS Unified Operations. Accounts with AWS Basic Support will need to login to the AWS Management Console to trigger check refresh

What is in the notification? The notification email includes the summary of saving estimates and your check status, especially highlighting changes of check status.
How do I sign up for the notification? This is an opt-in service, so do make sure to set up the notification in your dashboard. You can choose which contacts receive notification on the Preferences pane of the Trusted Advisor console
Who can get this notification? You can indicate up to three recipients for the weekly status updates and savings estimates.
What language will the notification be in? The notification is available in English and Japanese.
How often will I get notified, and when? You will receive a weekly notification email, typically on Thursday or Friday, and it will reflect your resource configuration over the past week (7 days).
Can I unsubscribe from the notifications if I do not want to receive the email anymore? Yes. You can change the setting in your dashboard by clearing all the check boxes and then selecting "Save Preferences".
How much does it cost? It's free. Get started today!

Trusted Advisor tracks the recent changes to your resource status on the console dashboard. The most recent changes over the past 30 days appear at the top. The system will track seven updates per page, and you can go to different pages to view all recent changes by clicking the forward or the backward arrow displayed on the top-right corner of the "Recent Changes" area.

If you don’t want to be notified about the status of a particular resource, you can choose to exclude (suppress) the reporting for that resource. You would normally do this after you have inspected the results of a check and decide not to make any changes to the AWS resource or setting that Trusted Advisor is flagging.

To exclude items, check the box to the left of the resource items, and then choose "Exclude and Refresh". Excluded items appear in a separate view. You can restore (include) them at any time by selecting the items in the excluded items list and then choosing "Include and Refresh".

The "Exclude and Refresh" function is available only at the resource level, not at the check level. We recommend that you examine each resource alert before excluding it to make sure that you can still see the overall status of your deployment without overlooking a certain area. For an example, see AWS Trusted Advisor for Everyone in the AWS Blog.

Most items in a Trusted Advisor report have hyperlinks to the AWS Management Console, where you can take action on the Trusted Advisor recommendations. Action links are included for all services that support them.

For example, the Amazon EBS Snapshots check lists Amazon EBS volumes whose snapshots are missing or more than seven days old. In each row of the report, the volume ID is a hyperlink to that volume in the Amazon EC2 console, where you can take action to create a snapshot with just a couple of clicks.

For the Trusted Advisor console, access is controlled by IAM policies that use the trustedadvisor namespace, and access options include viewing and refreshing individual checks or categories of checks. For more information, see Manage access for AWS Trusted Advisor.

You can programmatically access Trusted Advisor best practice checks, recommendations, and prioritized recommendations using Trusted Advisor API, available to AWS Business Support +, AWS Enterprise Support, and AWS Unified Operations customers. To learn more about Trusted Advisor API, refer to the user guide.

The minimum refresh interval varies based on the check. You can refresh individual checks or refresh all the checks at once by choosing "Refresh All" in the top-right corner of the summary dashboard. When you visit the Trusted Advisor dashboard, any checks that have not been refreshed in the last 24 hours are automatically refreshed; this can take a few minutes. The date and time of the last refresh is displayed to the right of the check title. In addition, for customers with Business Support+, Enterprise Support or Unified Operations plans, the Trusted Advisor data is automatically refreshed weekly.

AWS CloudTrail logs Trusted Advisor activities from the API and console. For example, you can use the API to programmatically refresh a check or manually refresh a check in the Trusted Advisor console. CloudTrail records this activity and you can view details about the event in your logs. Automatic refreshes performed by Trusted Advisor also appear in CloudTrail logs.

For more information about CloudTrail logging for the Trusted Advisor API, see Logging AWS Support API Calls with AWS CloudTrail. For information about CloudTrail logging for the Trusted Advisor console, see Logging AWS Trusted Advisor console actions with AWS CloudTrail.

Basic Support customers have access to 6 security checks (S3 Bucket Permissions, Security Groups - Specific Ports Unrestricted, IAM Use, MFA on Root Account, EBS Public Snapshots, RDS Public Snapshots) and service limit checks while AWS Business Support+, Enterprise Support and Unified Operations customers have access to the full set of Trusted Advisor checks. For a complete list of checks and descriptions, refer to Trusted Advisor checks.

If your account has been opted in to vCPU-based On-Demand Instance limits, you must adjust your metric alarms and event rules to account for the vCPU-based instance limits. To see if you are using vCPU-based On-Demand Instances, visit the Limits page on Amazon EC2 console.

You can find the limits that Trusted Advisor checks in AWS Trusted Advisor Best Practices. For information about limits, see AWS Service Quotas.

AWS Directory Services is a managed service that automatically creates an AWS security group in your VPC with network rules for traffic in and out of AWS managed domain controllers. The default inbound rules allow traffic from any source (0.0.0.0/0) to ports required by Active Directory. These rules do not introduce security vulnerabilities, as traffic to the domain controllers is limited to traffic from your VPC, other peered VPCs, or networks connected using AWS Direct Connect, AWS Transit Gateway or Virtual Private Network. In addition, the ENIs the security group is attached to do not and cannot have Elastic IPs attached to them, limiting inbound traffic to local VPC and VPC routed traffic. Security groups created by AWS Directory Services can be recognized by the security group name (always in the format “directory-id_controllers” (e.g. d-1234567890_controllers) or the security group description (always in the format “AWS created security group for directory-id directory controllers”).

Your Reserved Instance recommendations are provided by Cost Explorer, which calculates recommendations based on your on-demand usage over the past 30 days.

No, reservation recommendations are based on public pricing.

Since these recommendations are based on previous on-demand usage, newly purchased reservations do not show until the corresponding usage shows up in your billing data. Recommendations may be inaccurate if reservations have been purchased during the past 30 days.

Reservation recommendations are calculated based on your on-demand usage over the past 30 days. These recommendations are calculated by identifying the reservation purchases which would result in the lowest possible bill you could have achieved over this period. These recommendations target the lowest possible bill, and not any particular utilization or coverage threshold.

This check covers recommendations based on Standard Reserved Instances with partial upfront payment option. For other variations including convertible reserved instances or alternate payments options, please refer to Cost Explorer’s Reservation Recommendations.

Yes, all instances types are included that have corresponding reservations available.

No, spot usage is not eligible to be covered by reservations and is excluded from these recommendations.

Recommendation for Reserved Instance purchase is made based on billing usage not covered by all available Reserved Instances, including those purchased from the Marketplace. Cost savings are calculated based on public pricing and do not take into account the availability of reserved instances available on the RI Marketplace.

No, these recommendations are only purchase recommendations based on public pricing and on demand usage. They do not take into account any potential sales of existing RIs on the RI Marketplace or the conversion of existing underutilized Reservations.

This check is flagged yellow when optimizing the use of partial upfront RIs can help reduce costs.

See the Cost Explorer page for more detailed and customized recommendations.

Additionally, refer to the Amazon Elastic Compute Cloud User Guide for Linux Instances to understand purchased Reserved Instances and the available options.

Region - The AWS Region of the recommended reservation.
Instance Type - The type of instance that AWS recommends.
Platform - The platform of the recommended reservation. The platform is the specific combination of operating system, license model, and software on an instance.
Recommended Number of RIs to Purchase - The number of RIs that AWS recommends that you purchase.
Expected Average RI Utilization - The expected average utilization of the your RIs.
Estimated Savings with Recommendation (Monthly) - How much AWS estimates that this specific recommendation could save you in a month.
Upfront Cost of Ris - How much purchasing this instance costs you upfront.
Estimated cost of RIs (Monthly) - How much the RIs will cost on a monthly basis after purchase.
Estimated On-Demand Cost Post Recommended RI Purchase (Monthly) - How much AWS estimates that you will spend per month on On-Demand Instances after purchasing the recommended RIs.
Estimated Break Even (Months) - How long AWS estimates that it takes for this instance to start saving you money, in months.
Lookback Period (Days) - How many days of previous usage that AWS considers when making this recommendation.
Term (Years) - The term of the reservation that you want recommendations for, in years.

Either you are not subscribed to Cost Explorer or you are logged into a linked account and not the payer account. Visit consolidated billing for additional information on payer and linked accounts.

The results of the recommendations are dependent on Cost Explorer which updates less frequently than Trusted Advisor. Refreshing every 6 hours ensures you see the most current data available.

AWS Trusted Advisor Priority

Open all

AWS Trusted Advisor Priority helps you focus on the most important recommendations to optimize your cloud deployments, improve resilience, and address security gaps. Available to AWS Enterprise Support and Unified Operations customers, Trusted Advisor Priority provides prioritized and context-driven recommendations that come from your AWS account team as well as machine-generated checks from AWS services.

Trusted Advisor Priority is available from the management or delegated administrator account on the Enterprise Support plan. If you have an Enterprise Support plan and are the management account owner for your organization, please contact your AWS account team to request access. Recommendations in Trusted Advisor Priority are aggregated across member accounts in your organization.

Trusted Advisor Priority recommendations can come from one of two sources:

AWS services such as AWS Trusted Advisor, AWS Security Hub, and AWS Well-Architected automatically create recommendations. Your Technical Account Manager (TAM) sends these recommendations so that they appear in your AWS Trusted Advisor Priority console.
Your TAM can create specific recommendations for risks that they identified in your account.

Operations support

Open all

Every Enterprise Support customer is entitled to one Cloud Operations review per year. Every Enterprise Support customer is entitled to one Cloud Operations review. Additional reviews may be available based on customer need.

Enterprise Support customers can contact the pool of Technical Account Managers to initiate a Cloud Operations Review. Enterprise Support customers can contact their Technical Account Manager to initiate a Cloud Operations Review.

Third-party software

Open all

AWS Business Support+, Enterprise and Unified Operations plans include limited support for common operating systems and common application stack components. AWS Support engineers can assist with the setup, configuration, and troubleshooting of the following third-party platforms and applications:

Operating systems on EC2 instances:

Ubuntu Linux and Debian
Red Hat Enterprise Linux, Fedora, and Fedora CoreOS
SUSE Linux (SLES and openSUSE)
CentOS Linux
Microsoft Windows Server 2016
Microsoft Windows Server 2019
Microsoft Windows Server 2022
Microsoft Windows Server 2025

Infrastructure components:

Sendmail and Postfix MTAs
OpenVPN and RRAS
SSH, SFTP, and FTP
LVM and Software RAID

Web servers:

Apache
IIS
Nginx

Databases:

MySQL
Microsoft SQL Server
PostgreSQL
Oracle Database versions running on Amazon EC2 that are not end of life. Other Oracle products are not covered by third party support.

In the case that we are not able to resolve your issue we will collaborate with, or refer you to, the appropriate vendor support for that product. In some cases you may need to have a support relationship with the vendor to receive support from them.

AWS Support can assist with installation, configuration, and troubleshooting of third-party software on the supported list. For other more advanced topics such as performance tuning, troubleshooting of custom code or scripts, security questions, etc. it may be necessary to contact the third-party software provider directly. While AWS Support will make every effort to assist, any assistance beyond installation, configuration, and basic troubleshooting of supported third-party software will be on a best-effort basis only.

AWS account closure

Open all

Before closing your account, be sure to back up any applications and data that you need to retain. AWS may not be able to retrieve your account data after your account is closed. After completing your backup, visit your Account Settings page and choose "Close Account". This will close your AWS account and unsubscribe you from all AWS services. You will not be able to access AWS services or launch new resources when your account is closed.

If you manage multiple AWS accounts under the same company name that you would like to close, you can contact your account representative or open an account and billing support case for assistance. If you have additional questions or requirements associated with closing your AWS accounts, your account representative or AWS Customer Service can help.

If you receive an error message when trying to close your account, you can contact your account representative or open an account and billing support case for assistance.

Usage and billing stops accruing when your account is closed. You will be billed for any usage that has accrued up until the time you closed your account, and your final charges will be billed at the beginning of the following month.

Cross-account support

Open all

Cross-account support is when a customer opens a premium support case from one account (e.g. account 12345678910) and requests assistance for resources owned by another account (e.g. an instance in account 98765432109).

Support engineers have no way to determine the access that someone (acting under a user or role in one account) has been granted to resources owned by another account. Due to security and privacy concerns we can only discuss specific details with the account holder of the resource in question.

Please open a support case from the resource-owning account. If there is a requirement to access the resource from a second account, please open a new support case from the second account as well. Then ask your support engineer to link the two cases, referencing the two case IDs.

No. Accounts can be separated in an Organization to isolate resources and permissions among individuals. If you are not restricted to a specific account, please see the previous FAQ.

Common AWS Concierge customer questions

Open all

We recommend that you use AWS Identity and Access Management (IAM), which enables you to securely control access to AWS services and resources for your users. Using IAM, you can create and manage AWS users and groups and use permissions to allow and deny access to AWS resources. IAM enables security best practices by allowing you to grant unique security credentials to users and groups to specify which AWS service APIs and resources they can access.

IAM access can be revoked if a user leaves the company or project, helping to ensure that root credentials are not exposed or compromised. For security and team functionality, IAM users are essential to using the full potential of your AWS account. For more information on IAM and controlling access to your billing information, see AWS Identity and Access Management (IAM) and Controlling Access to Your Billing Information.

Consolidated billing is a feature that allows you to consolidate payment for multiple AWS accounts in your organization by designating one of them to be the payer account.

With consolidated billing, you can see a combined view of AWS charges incurred by all accounts, as well as get a detailed cost report for each individual AWS accounts associated with your payer account. Consolidated billing is offered at no additional charge and allows for all accounts under the consolidated group to be treated as one account, which assists with achieving volume discounts more rapidly.

See Pay Bills for Multiple Accounts with Consolidated Billing in the AWS Billing and Cost Management User Guide.

AWS provides a number of different ways to explore your AWS monthly bill and to allocate costs by account, resource ID, or customer-defined tags.

To get a snapshot of your billing data, you can use the Billing and Cost Management console, the monthly cost allocation report, and the monthly billing report.

For a more detailed view, you can also use these resources:

Detailed billing report with resources and tags. This report allows you to get hourly detail on all AWS usage and to view tags for specific resources as needed. The tags are fully customizable on most AWS resources, and you can add or remove tags as needed. For more information, see Understand Your Usage with Detailed Billing Reports.
Cost Explorer. The Cost Explorer in the AWS Billing console relies on the data from the detailed billing report and provides an interactive graphical user interface for viewing and analyzing your expenditures. For more information, see Manage Your Spend Data with Cost Explorer.

For billing purposes, AWS treats all the accounts in a Consolidated Billing family as if they're one account. Blended rates appear on your bill as an average price for variable usage across an account family. This allows you to take advantage of two features that are designed to ensure that you pay the lowest available price for AWS products and services:

Pricing tiers: Pricing tiers reward higher usage with lower unit prices for services
Capacity reservations: Rates are discounted when you purchase some services in advance for a specific period of time.

You can always see the precise account usage, along with the unblended rates, in the detailed billing reports.

For more information, see Understanding Blended Rates in the AWS Billing and Cost Management User Guide.

The Billing and Cost Management console and the detailed billing report provide different information based on blended and unblended rates. For more information, see Understanding Blended Rates or contact us through the AWS Support Center.

The Detailed Billing Report shows the linked accounts that benefited from a Reserved Instance on your consolidated bill. The costs of the Reserved Instances can be unblended to show how the discount was distributed. Reserved Instance utilization reports also show the total cost savings (including upfront Reserved Instance costs) across a Consolidated Bill.

The AWS Billing and Cost Management Console is a service that you use to pay your AWS bill, monitor costs, and visualize your AWS spend. There are many ways to use this tool for your account.

For more information, see What Is AWS Billing and Cost Management?

You can use Cost Explorer to visualize patterns in your spending on AWS resources over time. You can quickly identify areas that need further inquiry, and you can see trends that you can use to understand spend and to predict future costs.

For more information, see Manage Your Spend Data with Cost Explorer.

You can use the instance usage reports to view your instance usage and cost trends. You can see your usage data in either instance hours or cost. You can choose to see hourly, daily, and monthly aggregates of your usage data. You can filter or group the report by region, Availability Zone, instance type, AWS account, platform, tenancy, purchase option, or tag. After you configure a report, you can bookmark it so that it's easy to get back to later.

For more information, see Instance Usage Report.

The Reserved Instance utilization report describes the utilization over time of each group (or bucket) of Amazon EC2 Reserved Instances that you own. Each bucket has a unique combination of region, Availability Zone, instance type, tenancy, offering type, and platform. You can specify the time range that the report covers, from a single day to weeks, months, a year, or three years.

For more information, see Reserved Instance Utilization Reports.

Three tools are available to determine Reserved Instance utilization:

Detailed billing report. This report shows hourly detail of all charges for an account or consolidated bill. Near the bottom of the report are line items that explain Reserved Instance utilization in an aggregated format (xxx hours purchased; xxx hours used). To configure your account for this report, see Getting Set Up for Usage Reports.
Reserved Instance utilization report. This report is accessible from the Billing and Cost Management console and shows a high-level overview of utilization. For more information, see Reserved Instance Utilization Reports.
Billing and Cost Management console. The "Bills" pane of the console shows Reserved Instance utilization in the highest level. This view provides the least detailed view of Reserved Instance utilization.

The detailed billing report shows the hourly detail of all charges on an account or consolidated bill. Near the bottom of the report, line items explain Reserved Instance utilization in an aggregated format (xxx hours purchased; xxx hours used). To configure your account for this report, see Getting Set Up for Usage Reports.

In addition to the three tools listed in How do I tell if my Reserved Instances are being used, AWS Trusted Advisor provides best practices (or checks) in four categories: Cost Optimization, Security, Fault Tolerance, and Performance. The Cost Optimization section includes a check for Amazon EC2 Reserved Instances Optimization. For more information about the Trusted Advisor check, see Reserved Instance Optimization Check Questions.

Tax is normally calculated at the linked account level. Each account must add its own tax exemption. For more information on US sales taxes and VAT taxes, see the following:

VAT customers
US Tax customers
AWS Tax Help
AWS Billing FAQ (additional tax information)

Submit limit increase requests in the AWS Support Center. Choose "Create case", select "Service Limit Increase", and then select an item from the"Limit Type" list.

We aim for a quick turnaround time with all limit increases. If your request is urgent, complete the details of the request and then select the "Phone" contact method for 24/7 service. Provide the agent with the support case ID, and we will follow up immediately with the relevant teams.

AWS does not support the billing of reseller end customers because each reseller uses unique pricing and billing structures. We do recommend that resellers not use blended rates for billing—these figures are averages and are not meant to reflect actual billed rates. The detailed billing report can show unblended costs for each account on a consolidated bill, which is more helpful for the purpose of billing end customers.

You can set up billing alerts using AWS Budgets to monitor your costs and receive notifications when thresholds are exceeded. Navigate to the AWS Billing and Cost Management console, select "Budgets," and create a cost budget. Set your monthly budget amount, define alert thresholds (e.g., 80%, 100% of budget), and specify email recipients. You can also use Amazon CloudWatch to create billing alarms based on estimated charges. AWS Budgets provides more granular control with filters by service, linked account, or tags, while CloudWatch offers simple threshold-based alerts for your total AWS charges.
https://docs.aws.amazon.com/AmazonCloudWatch/latest/monitoring/monitor_estimated_charges_with_cloudwatch.html

Savings Plans offer flexible pricing discounts (up to 72%) in exchange for a commitment to consistent usage (measured in $/hour) for 1 or 3 years. They automatically apply to any eligible usage across instance families, sizes, operating systems, and regions. Reserved Instances provide discounts (up to 75%) for committing to specific instance attributes (type, region, tenancy, and platform) for 1 or 3 years. While RIs offer capacity reservation and are ideal for steady, predictable workloads, Savings Plans provide greater flexibility for dynamic environments. Both can be used together in your cost optimization strategy.
https://docs.aws.amazon.com/savingsplans/latest/userguide/what-is-savings-plans.html

Monitor your AWS Free Tier usage through the Billing and Cost Management console under "Free Tier" in the left navigation pane. This dashboard shows your current month's usage, forecasted usage, and Month-to-Date (MTD) actual usage for each Free Tier-eligible service. Set up AWS Budgets alerts specifically for Free Tier usage to receive notifications when you approach or exceed limits. The Free Tier usage alerts are automatically enabled for new accounts and will notify you via email when you exceed 85% of any Free Tier limit.
https://docs.aws.amazon.com/awsaccountbilling/latest/aboutv2/free-tier-alarms.html

Start with the AWS Cost Optimization Hub in the Billing and Cost Management console, which centralizes cost optimization recommendations across your accounts. Use AWS Trusted Advisor to identify underutilized resources, idle instances, and unattached EBS volumes. Implement auto-scaling to match capacity with demand, right-size instances using AWS Compute Optimizer recommendations, and purchase Savings Plans or Reserved Instances for predictable workloads. Enable S3 Intelligent-Tiering for automatic storage optimization and regularly review the Cost Explorer's recommendations for additional savings opportunities.
https://docs.aws.amazon.com/cost-management/latest/userguide/cost-optimization-hub.html

Cost allocation tags are labels you assign to AWS resources to organize and track costs by categories meaningful to your business (e.g., project, department, environment). There are two types: AWS-generated tags (automatically created) and user-defined tags (custom tags you create). To use them, first create and apply tags to your resources, then activate the tags in the Billing and Cost Management console under "Cost Allocation Tags." Once activated, these tags appear in your detailed billing reports and Cost Explorer, enabling you to filter, group, and analyze costs by tag values for better cost visibility and chargeback capabilities.
https://docs.aws.amazon.com/awsaccountbilling/latest/aboutv2/cost-alloc-tags.html

Regional Pricing

Open all

Regional pricing is a revised pricing scheme for specific countries. AWS reserves the right to define the countries that qualify for regional pricing. Below is the list of countries that currently qualify for regional pricing: India, mainland China and select LATAM countries [Guadeloupe, US Virgin Islands, Colombia, Honduras, Dominican Republic, Anguilla, Aruba, Guyana, Peru, Barbados, Puerto Rico, Trinidad and Tobago, Belize, Martinique, Dominica, Saint Vincent and Grenadines, Bermuda, Cayman Islands, Jamaica, Turks and Caicos Islands, Costa Rica, Curacao , Chile, Saint Kitts and Nevis, British Virgin Islands, Ecuador, Nicaragua, Uruguay, Venezuela (Bolivarian Republic), Grenada, Montserrat, Bolivia, Bahamas, Netherlands Antilles, Paraguay, Panama, Mexico, Haiti, American Samoa, Guatemala, El Salvador, Antigua and Barbuda, Brazil, Suriname, Saint Lucia, Argentina, French Guiana, Bonaire].

The location of an account is determined by the customer tax settings as described here.

The method used to calculate regional pricing bills follows a similar approach to what's used for Enterprise Support and Unified Operations billing as described here.

Customers will qualify for the regional pricing if all of their accounts subscribed to Enterprise Support / Unified Operations are located in any combination of the qualifying countries. A customer is still eligible for regional pricing even if the customer has multiple accounts in different countries as long as all the countries are all on the list of specified countries. There are four main criteria for determining eligibility for regional pricing:
The customer must be on Enterprise Support / Unified Operations public pricing.
Qualifying accounts must be on the same billing profile.
All the qualifying accounts must have been in the specified region countries for at least 25 days within the calendar month.
All the qualifying customer accounts must be in specified region countries on the last day of the month.

Customers do not need to take any action to qualify for the regional pricing. AWS premium support billing will evaluate the location of the customer’s accounts to determine eligibility and apply the regional pricing automatically.

The eligibility for regional pricing is evaluated every month. If a customer who was previously on regional pricing moves any of their accounts to a country outside of the qualified countries, then the customer will not be eligible for regional pricing for that month. If the customer however moves the account back to the qualified countries then the customer will qualify for the regional pricing the following month provided the evaluation criteria above are met.

Customers will be precluded from benefiting from regional pricing for a period of 12 months if they are found to have previously qualified for regional pricing but breached the eligibility criteria at least three times in the previous twelve months.

End of support (EOS) for Microsoft products

Open all

Microsoft Lifecycle Policy offers 10 years of support (5 years for Mainstream Support and 5 years for Extended Support) for Business and Developer products (such as SQL Server and Windows Server). As per the policy, after the end of the Extended Support period there will be no new security updates, non-security updates, or assisted support. Learn more about Microsoft's Lifecycle Policy here

There is no operational impact to existing instances. Customers can continue to start, run, and stop instances. Customers who decide to continue running EOS software are responsible for compliance of their workloads.

Yes.
When Microsoft product reaches EOS, AWS will stop publishing new AMIs cotaining the product and retire previously published AMIs. Customers can continue to run new instances from customer owned AMIs containing such products at their own responsibility.

Yes, customers can continue to import images to AWS using VM Import/Export (VMIE), Server Migration Service (SMS), or CloudEndure. Ability to import an image containing EOS software should not be understood as an implicit extension of the scope of support.

There is no operational impact to existing AMIs registered in customer accounts. When software reaches EOS, AWS will not publish or distribute Managed AWS Windows AMIs that contain EOS software to AWS Management Console, Quick Start, or AWS Marketplace and will retire previously published AMIs. Customers with dependencies on Managed AWS Windows AMIs impacted by EOS should consider their options, including in-place upgrading their running instnaces and migrating to new instnces running supported software. Learn more about in-place upgrades here.

Yes.

AWS customers running EOS software on EC2 instances have several options:

Remain on EOS software: Customers may decide to remain on EOS software. There will be no impact to existing instances, or to custom AMIs.

Automated upgrade: For customers with SQL Server 2008 R2 and Windows Server 2008 R2, AWS Systems Manager automates the performance of non-destructive in-place upgrades. SQL Server 2008 R2 customers can upgrade to SQL Server 2012 R2 and again to SQL Server 2016 (BYOL only). Windows Server 2008 R2 customers can upgrade to Windows Server 2012 R2. For customers with a License Included (LI) version of Windows Server or SQL Server, there is no additional licensing cost to upgrade. For more information, please click here.

Manual in-place upgrade for Microsoft Windows Server:

License Included: Customers using Amazon License Included for Windows Server can perform in-place upgrades for their Windows instances. For more information, click here.

BYOL: Customers using the BYOL model can perform a manual in-place upgrade for Windows Server following the steps referenced in the License Included option above, using their own Media.

Manual in-place upgrade for Microsoft SQL Server:

License Included: AWS customers using License Included SQL Server can perform in-place upgrades on running instances. Please contact AWS support for additional assistance and detail on upgrade paths.

BYOL: Customers using the BYOL model can perform a manual in-place upgrade for SQL Server using their Media. For more information, click here.

Explore other platform options. AWS is committed to offering its customers the most flexibility in the cloud. AWS customers interested in the benefits of migrating certain SQL Server or Windows workloads to a different platform can contact their AWS account teams for more information.

For more information on all of Amazon’s products and Services, click here.

Yes, Extended Security Updates are available directly from Microsoft or a Microsoft licensing partner. Read more about Microsoft's Extended Security Updates here.

Customers should consider all their options for EOS, see “What are my options for running Microsoft software that is approaching EOS?” for more information.

Windows Server 2003

Extended Security Updates available for Amazon License Included? No.

Extended Security Updates available for Bring Your Own License (BYOL)? No.

Windows Server 2008/2008 R2

Extended Security Updates available for Amazon License Included? Yes.

Extended Security Updates available for Bring Your Own License (BYOL)? Yes; active Software Assurance (SA) required.

SQL Server 2005

Extended Security Updates available for Amazon License Included? No.

Extended Security Updates available for Bring Your Own License (BYOL)? No.

SQL Server 2008/2008 R2

Extended Security Updates available for Amazon License Included? No.

Extended Security Updates available for Bring Your Own License (BYOL)? Yes; active Software Assurance (SA) required.

For a comprenhensive list of Microsoft products lifecycle dates please vitis Overview - Product End of Support & Retirements.

Amazon Elastic Compute Cloud (EC2)
Starting July 1st, 2019 Microsoft requires AWS to no longer publish and distribute License Included Managed AWS Windows AMIs (available in AWS Management Console and Quick Start), media, and services that use or contain Microsoft EOS products. Products that have reached end of support in prior years are also subject to these restrictions. Furthermore, when Microsoft product reaches EOS, AWS will stop publishing new AMIs cotaining the product and retire previously published AMIs
Amazon WorkSpaces:
WorkSpaces will stop offering License Included public bundles of Windows 7 Experience powered by Windows Server 2008 R2 after January 14th 2020.
WorkSpaces launched from License Included public bundles with Windows 7 Desktop Experience will no longer be able to be launched or rebuilt after January 14th 2020.
There is no impact for WorkSpaces created from BYOL bundles. Customers can continue to launch/rebuild those instances.
Customers who have created custom License Included bundles powered by Windows Server 2008 R2 will be able to use their custom bundles to launch or rebuild WorkSpaces after EOS.
Microsoft will not provide patches for EOS products unless customers purchase Extended Security Updates.

AWS customers such as Salesforce, Asure, SAP, Shiram and Avionté have successfully migrated and modernized their Windows workloads on AWS. Read more about what AWS customers are doing here.

License Included: There is no additional licensing costs to move to a newer version of the software when using Amazon's License Included options, for example:

Microsoft Windows Server 2025 (by edition)is the same price as Microsoft Windows Server 2003 to 2022 (by edition).
Microsoft SQL Server 2019 (by edition) is the same price as Microsoft SQL Server 2005 to 2017 (by edition).

BYOL: Customers with active Software Assurance (SA) can upgrade to a newer version at no cost. Customers without SA can purchase a new license from Microsoft.

Yes, customers with AWS Support plans will be able to engage AWS Support for technical issues. AWS Support will make considerable efforts to assist customers running EOS software with their technical issues but AWS cannot guarantee a resolution in this case and, expanded Microsoft support will not be available. Find more information on AWS Support plans here.

Please email aws.EOS.Microsoft@amazon.com.

AWS Incident Detection and Response

Open all

AWS Incident Detection and Response offers a 5-minute response time SLO (Service Level Objective) for critical cases (Business-critical system down) raised to AWS Incident Detection and Response. Engagement time for AWS Incident Detection and Response is measured from the moment an incident is triggered on your workload or when your case is submitted.

Yes, billing is based on the usage of the workloads you onboard. AWS Incident Detection and Response is charged monthly as the greater of $7K or 2.0% of the monthly AWS charges accrued by onboarded workloads. AWS Incident Detection and Response requires that the resources of your workloads are appropriately tagged.

Workload onboarding starts after the constituent accounts that make up the workload are subscribed to AWS Incident Detection and Response. The focus of the workload onboarding process is for AWS to collect as much context about the workload as you are willing to share. This may include Amazon Resource Names and functions of the services used in your workload and alarms that indicate your workload is impacted. IDR also develops runbooks and response plans for incident management during the onboarding process.

Critical alarms triggered on your workloads will be sent via Event Bridge to the AWS Incident Management tool and the Incident Management Engineer (IME) on call will be notified. The IME will triage the alarm, engage you on a conference bridge, and follow pre-established incident management response plans to guide you to recovery. The actions taken during the call may, for instance, include providing up-to-the minute insights on AWS Service health, triggering an escalation within AWS, or advising you on how to drive resolution. The IME will manage the incident and ensure that you remain engaged with the right AWS resources until the incident is resolved or mitigated. Upon closure of the incident, the IME may provide an incident resolution report that summarizes the incident and informs improvements to the application architecture, metrics, and response procedures. For AMS customers, operations engineers are also engaged in the incident management process to help resolve the incident.

During a Service Event, AWS will notify you of an ongoing service event whether or not your workload is impacted. If your workload is impacted by the service event, AWS will create a Support Case to engage you, receive feedback on impact and sentiment, and provide pre-determined guidance to invoke your disaster recovery plans during the event. You will also receive a notification via AWS Health containing details of the Support Case created for you. Customers who are not affected by the AWS-owned service event (e.g., operating in a different region, do not use the AWS service that is impaired, etc.) will continue to be supported by our standard engagement.

Yes. You can send events from your monitoring tool(s) to AWS Incident Detection and Response via Amazon EventBridge. Kindly refer to the AWS Incident Detection and Response User Guide for more details on onboarding your workloads.

AWS Countdown

Open all

AWS Countdown Premium is available in English, Chinese, Japanese, and Korean for workloads hosted in all available AWS Regions and the AWS GovCloud (US) Regions, except the AWS China Regions. As a premium AWS Support Service, AWS Countdown Premium is supported by a global team of engineers.

You can unsubscribe from AWS Countdown Premium subscription by creating an AWS Support ticket by using the this quicklink or by logging into the AWS Support Center and choosing Account and billing > Billing > Update Billing Details. Use "AWS Countdown Premium Unsubscribe" as the subject and in the body of the case please state "Please unsubscribe all accounts related to this AWS Countdown Premium subscription starting on mm/dd/yyyy". Please note that Countdown Premium is available in monthly increments only. Raise the support ticket from the same AWS account where you subscribed to AWS Countdown Premium. You can also reach out to your designated Countdown Premium engineer or account team for help. AWS requires a 30-day notice to unsubscribe an account from the service.

Yes. You can subscribe to AWS Countdown Premium for a fixed duration in monthly increments, with a minimum of one (1) month subscription.

Yes, AWS Countdown Premium is available for AWS Resold Support customers and works the same as a direct customer. It supplements your migration, modernization, or event with on-demand expertise and support. Please reach out to your account team or email us at aws-countdown-subscription@amazon.com to start your Countdown subscription.

AWS Countdown (Standard & Premium) is currently designed for and supports AWS direct customers only. It does not extend its services to end-customers of Partners enrolled in the AWS Partner-Led Support Program. However, if a Partner wishes to leverage AWS Countdown (Standard & Premium) for their internal accounts or workloads, they are entitled to use this service as an AWS direct customer.

You can sign-up for one monthly subscription per use-case such as product launch, live streaming, migration, or modernization. Multiple subscriptions will be required if you have multiple projects going in parallel. This ensures that we assign a separate engineer to each team vs trying to spread one engineer across multiple. For e.g. you are planning to migrate 3 systems in parallel, you should buy 3 subscriptions for each migration team.

You will see an Out-of-Cycle (OCB) bill for AWS Countdown Premium. It is not included in anniversary invoices. Under charge description it will read “out of cycle bill” and the amount and description will reflect the Countdown monthly fee. AWS Countdown Premium invoices will indicate the bill period in which the bill is issued.

You will receive bills during the first week in the next month of your AWS Countdown Premium Subscription. The bill will be prorated based on your start date. For example, if you start a two (2) month subscription for AWS Countdown Premium starting on February 15th, then you will receive following three bills – 1) $5000 in first week of March, 2) $10000 in first week of April, and 3) $5000 in first week of May. The exact date of invoices will depend on your organization’s billing cycle.

You can extend or reduce the subscription months for an existing AWS Countdown Premium subscription by creating an AWS Support ticket by using the this quicklink or by logging into the AWS Support Center and choosing Account and billing > Billing > Update Billing Details. Use "AWS Countdown Premium Modification" as the subject and in the body of the case please state "Please modify this subscription for all accounts related to this AWS Countdown Premium by "increasing(decreasing) this subscription by x months". Please raise the support ticket from the same AWS account where you subscribed to AWS Countdown Premium. You can also reach out to your designated Countdown Premium engineer or account team for additional help. AWS requires a 30-day notice to unsubscribe an account from the service.

AWS Countdown and Countdown Premium offer distinct levels of support for managing critical events in AWS environments. While Countdown provides TAM-led guidance included with Enterprise Support, Countdown Premium delivers a more comprehensive, engineer-led approach with advanced tools and dedicated support. Learn more here.

AWS Partner-Led Support

Open all

AWS Partners provide proactive guidance and best-practices, as well as offer additional products and services as part of their support offering. PLS enables customers to receive support on AWS services from their Partner, who plays a critical role in helping transform their businesses across all industries by migrating workloads, developing cloud-native applications, providing managed services, along with offering local language, and even onsite support.

AWS Partners leverage Partner-Led Support to build their own support offerings, as they do not pass directly through to their customers. Each AWS Partner differentiates their Partner-Led Support offering in their own way. It is important to consult with your AWS Partner to review their support options, contact methods, and response times.

Partner-Led Support requires that customers allow their AWS Partner to access their AWS accounts to run diagnostic tools and to provide support, along with opening support cases to AWS on their behalf when necessary. Customers must request support from their AWS Partner, and will not have direct access to AWS Support, including access to an AWS Technical Account Manager (TAM), or to open support cases directly to AWS. Customers will not be able to contact AWS Support directly, and all requests will be serviced by their AWS Partner.

AWS Support Frequently Asked Questions

Page topics

General

Business Support+

Enterprise Support

Unified Operations

Transition Plans

AWS Health

AWS Trusted Advisor

AWS Trusted Advisor Priority

Operations support

Third-party software

AWS account closure

Cross-account support

Common AWS Concierge customer questions

Regional Pricing

End of support (EOS) for Microsoft products

AWS Incident Detection and Response

AWS Countdown

AWS Partner-Led Support

Learn

Resources

Developers

Help

AWS Support Frequently Asked Questions

Page topics

General

How are the enhanced AWS Support tiers different from Basic Support?

What types of issues are supported?

I only use one or two services. Can I purchase support for just the one(s) I'm using?

How many support cases can I initiate with AWS Support?

How many users can open technical support cases?

How do I contact you?

How and when does Support provide real time assistance during chat and phone support cases?

Do you speak my language?

How do I access Support in my language?

How can I get started with AWS Support?

Can I sign up for AWS Support, receive assistance, and then cancel the subscription? If so, will I be charged a prorated amount?

How does AWS handle the information provided by customers seeking account, billing, or technical support, or engaging with AWS Support offerings or tools?

Business Support+

What's happening to Developer Support and Business Support plans?

With Business Support+, am I always required to use the AI interaction first or can I directly raise a support case to AWS experts?

Will my existing accounts on Business Support be automatically migrated to Business Support+?

I want to create a support case directly without going through the AI assistant. Is this possible?

I have multiple accounts under AWS Organizations. Can I use the AI assistant to get help with issues across all my accounts?

I usually work with AWS Support in Japanese. Can I use the AI assistant in Japanese too?

I work with many different AWS services. Will the AI assistant be able to help me with all of them?

When does the response time clock start - from my first AI interaction or when I submit a case?

Will I lose any features from my current Business Support or Developer Support plan if I move to Business Support+?

Is the AI assistant available in all AWS regions where I operate?

Enterprise Support

How does AI-assisted support work with support cases?

Are there costs associated with AI agent usage?

Are Incident Detection and Response (IDR) and Countdown Premium (CDP) available through Enterprise Support?

How long will current support plans be supported?

Should I have Enterprise Support across all my accounts?

Why is Enterprise On-Ramp being deprecated?

What types of security events does AWS Security Incident Response focus on?

What are the prerequisites for enabling Security Incident Response?

What is the process and timeline for onboarding to Security incident Response?

Unified Operations

How does the onboarding process work?

What are the minimum commitments for Unified Operations?

Does Unified Operations include hands-on operational support?

What do the first 60 days look like?

What is migration and peak event support?

How do I request 5 min response time for my workloads?

What types of cases get 5 minute response?

How do I subscribe to AWS Unified Operations

In which languages is Unified Operations available?

Transition Plans

Will my Support costs increase with these changes?

Do I need to take any action during this transition?

What is new or enhanced in the new Support plans?

When do these changes take effect, and what's the timeline?

When do I need to transition from AWS Business Support to AWS Business Support+?

Can I continue using AWS Business Support instead of upgrading?

How do I upgrade to AWS Business Support+?

AWS Health

What is AWS Health?

What is the difference between service and account health?

What actions should I take based on the status provided by AWS Health?

What notifications channels are available?

Can AWS Health automate any actions I take today to recover from known events?

Can I create custom actions with AWS Lambda?

Can I access AWS Health programmatically?

What is the AWS Health maturity model, and how should I use it to improve my cloud operations?

How do I integrate AWS Health into my own workflows and tools?

AWS Trusted Advisor

What is AWS Trusted Advisor?

How do I access Trusted Advisor?

What does Trusted Advisor check?

How does the Trusted Advisor notification feature work?

How does the "Recent Changes" feature work?

How does the "Exclude Items" function work?

What is an action link?

How do I manage the access to the Trusted Advisor console? What is the IAM policy?

How do I access AWS Trusted Advisor via API?

How often can I refresh my Trusted Advisor result?

How do Trusted Advisor activities affect my AWS CloudTrail logs?

Which Trusted Advisor checks do I have access to?

Why are my CloudWatch event rules and metric alarms for the EC2 On-Demand Instances check not working?

What service limits do you check?

Why is it safe to ignore or suppress red flags from the "Security Groups - Specific Ports Unrestricted" and "Security Groups - Unrestricted Access" security checks for security groups created by AWS Directory Services?