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:

 

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 hours**

System impaired: < 12 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 and configuration guidance and troubleshooting

Interoperability and configuration guidance and troubleshooting

Proactive Programs and Services  

Access to Infrastructure Event Management for additional fee

 

 

Infrastructure Event Management

Well-Architected Reviews

Access to proactive reviews, workshops, and deep dives

Technical Account Management     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

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.

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