The Enterprise Support plan offers resources for customers running business & mission critical workloads on AWS, as well as any customers who want to:

- Focus on proactive management to increase efficiency and availability
- Build and operate workloads following AWS best practices
- Leverage AWS expertise to support launches and migrations

 


Technical Support
24x7 access to
Sr. Cloud Support Engineers
via email, chat, and phone

Customer Contacts
An unlimited number of contacts
may open an unlimited number
of cases (IAM supported)

Case Severity and Response Times*
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hour
Business-critical system down: < 15 minutes

Your designated technical point of contact who provides advocacy and guidance to help plan and build solutions using best practices, and proactively keep your AWS environment operationally healthy.

Quickly and efficiently get answers to your billing and account inquiries via a designated senior customer service professional who is familiar with you and your account.

Access to the full set of Trusted Advisor checks and guidance to provision your resources following best practices to help reduce cost, increase performance and fault tolerance, and improve security.

A personalized view of the health of AWS services, and alerts when your resources are impacted. Includes the Health API for integration with your existing management systems.

Architecture and scaling guidance, and real-time operational support during the preparation and execution of planned events, product launches, and migrations.

Consultative review of your application architecture, and guidance on how AWS aligns with your applications and solutions

A detailed review of your architecture by AWS Solutions Architects, who provide guidance to help you design reliable, secure, efficient, and cost-effective systems in the cloud.

Consultative review of your cloud operations, recommendations to help optimize how you operate your AWS environment, and by-request event reporting to help you make informed operational decisions.

Access to online self-paced labs provided through an AWS training partner. Enterprise Support customers receive 500 credits annually, with a 30% discount on additional credits.

Programmatic access to AWS Support Center features to create, manage, and close your support cases, and operationally manage your Trusted Advisor check requests and status.

Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.


Pricing: Starts at $15k per month. See pricing detail and sample.

 

For customers running limited production workloads on AWS, we recommend alternative support options.

 

*Based on the severity of your inquiry, we will make every reasonable effort to respond to you within these timeframes.