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 and Communities - 24x7 access to customer service, documentation, whitepapers, and AWS re:Post.
- AWS Trusted Advisor - Access to 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.
| Enterprise On-Ramp | ||||
| Recommended if you are experimenting or testing in AWS. |
Minimum recommended tier if you have production workloads in AWS |
Recommended if you have production and/or business critical workloads in AWS. |
Recommended if you have business and/or mission critical workloads in AWS. | |
AWS Trusted Advisor Best Practice Checks |
Service Quota and basic Security checks |
Full set of 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 Prioritized responses on AWS re:Post |
24x7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported) Prioritized responses on AWS re:Post |
24x7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported) Prioritized responses on AWS re:Post |
24x7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported) Prioritized responses on AWS re:Post |
| Case Severity / Response Times* | General guidance: < 24 hours** System impaired: < 12 hours**
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General guidance: < 24 hours
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General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business-critical system down: < 30 minutes |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business/Mission-critical system down: < 15 minutes |
Architectural Guidance |
General |
Contextual to your use-cases |
Consultative review and guidance based on your applications |
Consultative review and guidance based on your applications |
Programmatic Case Management |
AWS Support API |
AWS Support API | AWS Support API |
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Third-Party Software Support |
Interoperability and configuration guidance and troubleshooting |
Interoperability and configuration guidance and troubleshooting | Interoperability and configuration guidance and troubleshooting |
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| Proactive Programs and Self Service | Access to Support Automation Workflows with prefixes AWSSupport |
Access to Infrastructure Event Management for additional fee Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport |
Infrastructure Event Management (one-per-year) Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport |
Infrastructure Event Management Access to proactive reviews, workshops, and deep dives Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport |
| AWS Managed Services | Augment your existing teams with cloud advanced operations skills and capacity. Includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. Access to AWS Managed Services (AMS) |
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| Technical Account Management | A pool of Technical Account Managers to provide proactive guidance, and coordinate access to programs and AWS experts |
Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization and coordinate access to programs and AWS experts | ||
Training |
Access to online self-paced labs |
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Account Assistance |
Concierge Support Team | Concierge Support Team | ||
Pricing
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Greater of $29 / month*** - or - 3% of monthly AWS usage See pricing detail and example.
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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.
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Greater of $5,500 - or - 10% of monthly AWS usage 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.
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*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.
****Customers qualify for the regional pricing if all accounts on their billing profile are concentrated in qualified LATAM countries, India, or Mainland China subject to conditions below.
Note: if you work with an AWS partner and would like to learn more about Partner-led Support, click here.