All customers receive Basic Support included with your AWS account. All plans, including Basic Support, provide 24x7 access to customer service, AWS documentation, whitepapers, and support forums.

For access to technical support and additional Support resources, we offer plans to fit your unique needs.

  Basic Developer Business Enterprise
Customer Service and Communities
24x7 access to
customer service, documentation, whitepapers, and
support forums

24x7 access to
customer service, documentation, whitepapers, and
support forums
24x7 access to
customer service, documentation, whitepapers, and
support forums
24x7 access to
customer service, documentation, whitepapers, and
support forums
Best
Practices

Access to 4 core
Trusted Advisor checks
 
Access to 4 core
Trusted Advisor checks
Access to full set of
Trusted Advisor checks
Access to full set of
Trusted Advisor checks
Technical
Support
 
Business hours** access
to Cloud Support Associates
via email
 
24x7 access
to Cloud Support Engineers
via email, chat & phone
24x7 access
to Sr. Cloud Support Engineers
via email, chat & phone
Who Can Open
Cases
 
One primary contact/
Unlimited cases
 
Unlimited contacts/
Unlimited cases
(IAM supported)
Unlimited contacts/
Unlimited cases
(IAM supported)
Case Severity/
Response Times
*
 
Normal: < 12 hours
Low: < 24 hours
 
Urgent: < 1 hour
High: < 4 hours
Normal: < 12 hours
Low: < 24 hours

Critical: < 15 minutes
Urgent: < 1 hour
High: < 4 hours
Normal: < 12 hours
Low: < 24 hours
 
Architecture
Support
  General guidance
Contextual guidance based on your use-case
Consultative review and guidance based on your applications
 
Launch
Support
   
Infrastructure Event
Management
(Available for
additional fee)
 
Infrastructure Event
Management
(Included)
Programmatic Case Management
    AWS Support API
AWS Support API
Third-Party Software
Support
   
Interoperability &
configuration guidance
and troubleshooting

Interoperability &
configuration guidance
and troubleshooting
Architectural Review      
Access to a Well-Architected Review delivered by AWS Solution Architects
 
Operations
Support

     
Operational reviews, recommendations, and reporting
 
Training      
Access to online self-paced labs
 
Account
Assistance
     
Assigned
Support Concierge
 
Proactive
Guidance
     
Designated
Technical Account Manager
 
Pricing Included Starts at $29 per month
See pricing detail and sample

Starts at $100 per month
See pricing detail and sample
 
Starts at $15k per month
See pricing detail and sample

*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.

**Business hours are generally defined as 8:00 AM to 6:00 PM in the customer country as set in My Account console, excluding holidays and weekends. These times may vary in countries with multiple time zones.