Compare AWS Support Plans

At AWS, we want you to be successful. Our Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with AWS while optimizing performance, managing risk, and keeping costs under control.

Basic Support is included for all AWS customers and includes:

Customer Service & Communities - 24x7 access to customer service, documentation, whitepapers, and support forums.

AWS Trusted Advisor - Access to the 7 core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve security.

AWS Personal Health Dashboard - A personalized view of the health of AWS services, and alerts when your resources are impacted.

 

Developer

Business

Enterprise

  Recommended if you are experimenting or testing in AWS. Recommended if you have production workloads in AWS. Recommended if you have business and/or mission critical workloads in AWS.

AWS Trusted Advisor Best Practice Checks

7 Core checks

Full set of checks

Full set of checks

Enhanced Technical Support

Business hours** email access to Cloud Support Associates

Unlimited cases / 1 primary contact

24x7 phone, email, and chat access to Cloud Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

24x7 phone, email, and chat access to Cloud Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

Case Severity / Response Times* General guidance:
< 24 business hours

System impaired:
< 12 business hours
General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour
General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour

Business-critical system down:
< 15 minutes

Architectural Guidance

General

Contextual to your use-cases

Consultative review and guidance based on your applications

Programmatic Case Management

 

AWS Support API

AWS Support API

Third-Party Software Support

 

Interoperability &
configuration guidance
and troubleshooting

Interoperability &
configuration guidance
and troubleshooting

Proactive Programs   Access to Infrastructure Event Management for additional fee.

Infrastructure Event Management

Well-Architected Reviews

Operations Reviews

Technical Account Manager (TAM) coordinates access to programs and other AWS experts as needed.

Technical Account Management

   

Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization.

Training

   

Access to online self-paced labs

Account Assistance

   

Concierge Support Team

Pricing

Greater of $29 / month***

- or -

3% of monthly AWS usage

See pricing detail and example.

Greater of $100 / month***

- or -

10% of monthly AWS usage for the first $0–$10K

7% of monthly AWS usage from $10K–$80K

5% of monthly AWS usage from $80K–$250K

3% of monthly AWS usage over $250K

See pricing detail and example.

Greater of $15,000

- or -

10% of monthly AWS usage for the first $0–$150K

7% of monthly AWS usage from $150K–$500K

5% of monthly AWS usage from $500K–$1M

3% of monthly AWS usage over $1M

See pricing detail and example.

*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.

*** Plans are subject to a 30 day minimum term. To review the AWS Support Service Terms, click here.

Note: if you work with an AWS partner and would like to learn more about Partner-led Support, click here