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

Recommended if you are experimenting or testing in AWS.

Business

Minimum recommended tier if you have production workloads in AWS

Enterprise On-Ramp

Recommended if you have production and/or business critical workloads in AWS.

Enterprise

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** web access to Cloud Support  Associates.

Unlimited cases / 1 primary contact 

Prioritized responses on AWS re:Post           

 

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

Unlimited cases / unlimited contacts (IAM supported)

Prioritized responses on AWS re:Post

 

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

Unlimited cases / unlimited contacts (IAM supported)

Prioritized responses on AWS re:Post

 

24x7 phone, web, 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**

 

 

 

 

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: < 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

Third-Party Software Support

 

Interoperability and configuration guidance and troubleshooting

Interoperability and configuration guidance and troubleshooting

Interoperability and configuration guidance and troubleshooting

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  
Access to AWS Managed Services (AMS) for an additional fee. AMS augments 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) for an additional fee. AMS augments 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) for an additional fee. AMS augments 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.

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

Account Assistance

    Concierge Support Team Concierge Support Team

Pricing


*Additional services for additional fee

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.

 

 

*Access to AWS Managed Services (AMS) for an additional fee

Greater of $5,500

- or -

10% of monthly AWS usage

See pricing detail and example.












*Access to AWS Managed Services (AMS) for an additional fee

 

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.

 

 

*Access to AWS Managed Services (AMS) for an additional fee

*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. 

 

Enterprise

Regional Pricing

Regional Pricing (LATAM, India & China)

Eligibility requirements/FAQs

Greater of $15,000

- or -

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

7% of monthly AWS usage from $150K–$250K

5% of monthly AWS usage from $250K–$500k

3% of monthly AWS usage over $500k

See pricing detail and example.

 

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