We're ready to help you, no matter what hours you keep. Our Developer-level tier offers support via email Monday through Friday 8 a.m.–6 p.m. in the customer time zone. Business and Enterprise-level customers have access to support at any time, 24 hours a day, 7 days a week, and 365 days per year via phone, chat, and email.

Our AWS Technical Support tiers 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 API and AWS SDK issues
  • Troubleshooting 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

From the Support Center, all AWS Support customers on an enhanced service tier can:

  • Open a case online with Support via email (web support), chat, or phone
  • Send us more information by adding additional correspondences to your existing case
  • Check on the status of your open cases
  • Track any telephone or online correspondence between you and our developer support engineers
  • View the Service Health Dashboard for each AWS region
  • Jump to other handy resources like the Discussion Forums and the Product FAQs

From the Support Center, all Developer-level and higher Support customers can open a case online. Business and Enterprise-level customers can ask AWS to call at any convenient phone number or strike up a conversation with one of our engineers via chat. Enterprise-level customers also have direct access to their dedicated Technical Account Manager.

Support for Health Checks

Health Checks monitor the health and status of AWS services, and the status of these checks is displayed in the AWS Management Console. When a check does not pass, customers have the option to open a high-priority ticket with Technical Support for assistance. Health Checks are currently available for Amazon EC2 instances and Amazon EBS volumes. For more information, see the Support for Health Checks FAQs.

Our goal is to provide an appropriate level of urgency to each case based on the impact to your business or application. Opening cases with the appropriate level of severity will help us get you in touch with the right Support professionals within the target response times.

General guidance:
You have a general development question, or you want to request a feature.
System impaired
Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question.
Production system impaired
Important functions of your application are impaired or degraded.
Production system down
Your business is significantly impacted. Important functions of your application are unavailable.
Business-critical system down
Your business is at risk. Critical functions of your application are unavailable.

Our target response time will vary based on the impact you tell us the issue is having on your business. We will make every reasonable effort to respond to your initial request within the timeframes in the table below.


Developer Plan
(Business hours*)

Business Plan

Enterprise Plan


24 hours or less

24 hours or less

24 hours or less

12 hours or less 12 hours or less 12 hours or less
system impaired
  4 hours or less 4 hours or less
system down
  1 hour or less 1 hour or less
system down
    15 minutes or less

*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.

We provide best practice recommendations to improve performance and efficiency. We make recommendations on how new AWS offerings may fit your use case.

AWS Support Business and Enterprise levels include support for common operating systems and common application stack components. AWS Support engineers can assist with troubleshooting the following third-party platforms and applications.

Operating systems on EC2 instances:

  • Ubuntu Server
  • Red Hat Enterprise Linux and Fedora
  • SUSE Linux (SLES and openSUSE)
  • CentOS Linux
  • Microsoft Windows Server 2008
  • Microsoft Windows Server 2008 R2
  • Microsoft Windows Server 2012
  • Microsoft Windows Server 2012 R2
  • Microsoft Windows Server 2016

Infrastructure components:

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

Web servers:

  • Apache
  • IIS
  • Nginx


  • MySQL
  • Microsoft SQL Server
  • PostgreSQL
  • Oracle

Additional Details:

  • Third-party software support is available only to AWS Support customers enrolled for Business or Enterprise Support.
  • AWS Support does not provide hands-on systems administration, and guidance is intended for experienced system administrators and IT staff.
  • AWS Support does not provide support for third-party software not listed here.
  • Support in non-English languages is provided best effort.
  • Third-party support applies only to software running on Amazon EC2 and does not extend to assisting with on-premises software, with the exception of VPN tunnel configuration for supported devices for Amazon VPC.
  • AWS Support response times (e.g. <15 min) are for the first response and are not resolution times for third-party software cases.

AWS Trusted Advisor draws upon best practices learned from the aggregated operational history of serving hundreds of thousands of AWS customers. Trusted Advisor inspects your AWS environment and alerts you to opportunities to save money, improve system availability and performance, or help close security gaps. For more information, see Meet AWS Trusted Advisor.

Personal Health Dashboard gives you a personalized view of the status of the AWS services that power your applications, enabling you to quickly see when AWS is experiencing issues that may impact you. The dashboard displays relevant and timely information to help you manage events in progress, and provides proactive notification to help you plan for scheduled activities. And with alerts that are automatically triggered by changes in the health of AWS resources, you receive event visibility and guidance to help quickly diagnose and resolve issues. Learn more about AWS Personal Health Dashboard, or view your dashboard today.

AWS Infrastructure Event Management is a short-term engagement with AWS Support, available as part of the Enterprise-level Support product offering, and available for additional purchase for Business-level Support subscribers. AWS Infrastructure Event Management partners with your technical and project resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event. Common use-case examples for AWS Event Management include advertising launches, new product launches, and infrastructure migrations to AWS.

Included as part of the Enterprise Support plan, the Support Concierge Team are AWS billing and account experts that specialize in working with enterprise accounts.

This Concierge team will quickly and efficiently assist you with your billing and account inquiries, and work with you to help implement billing and account best practices so that you can focus on what matters: running your business. Support Concierge service includes:

  • 24 x7 access to AWS billing and account inquires
  • Guidance and best practices for billing allocation, reporting, consolidation of accounts, and root-level account security.
  • Access to Enterprise account specialists for payment inquiries, training on specific cost reporting, assistance with service limits, and facilitating bulk purchases.

The best way to contact the AWS Concierge is through the AWS Support Center. For answers to common questions, see the AWS Support FAQs.

The AWS Support API allows you to programmatically interact with your Support cases (create, edit, close) and access/refresh Trusted Advisor best practices recommendations. For more information, see the AWS Support Documentation.

For Enterprise-level customers, a TAM provides technical expertise for the full range of AWS services and obtains a detailed understanding of your use case and technology architecture. TAMs work with AWS Solution Architects to help you launch new projects and give best practices recommendations throughout the implementation life cycle. Your TAM is the primary point of contact for ongoing support needs, and you have a direct telephone line to your TAM.

For Enterprise-level customers, a TAM helps you tier, execute, and evaluate your infrastructure performance. The TAM conducts regular performance reviews, participates in requested meetings, and collaborates on new launches to ensure readiness.

After we've responded to your case, we work with you to identify and resolve your problem. We consider cases resolved if:

  • Your problem is fixed.
  • The source of the problem lies with third-party software. (We’ll continue to be a resource as you work with the third party on resolution.)
  • You don't respond to a query or request from us for four (4) consecutive days.

For recurring issues, you can choose to reopen the case.

Select an AWS Support Plan