AWS Business Support

24/7 access to Cloud Support Engineers via phone, chat, and web. You can have an unlimited number of contacts that can open an unlimited amount of cases. Response times for general guidance is less than 24 hours, system impaired is less than 12 hours, production system impaired is less than 4 hours, and production system down is less than an hour.

Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.

24x7 access to customer service, documentation, whitepapers, and support forums.

AWS Trusted Advisor provides more than 300 best practice checks that are integrated with more than 45 AWS services to help you optimize costs, improve performance, increase security and fault tolerance, and monitor service quotas. Each month, AWS Trusted Advisor delivers over 1.44B best practice recommendations to help customers improve their overall cloud posture.

AWS Health provides information about the health of your AWS resources that can impact the availability of your applications, including service events, planned changes to your AWS environment, and account information so that you can take actions to mitigate downtime. It integrates with all 200+ AWS service to provide 100% service coverage for operational issues and planned changes. AWS Health is powered by AWS Health API. You can use AWS Health API to integrate health data and notifications with your existing management systems.

AWS Support API provides programmatic access to AWS Support Center features to create, manage, and close your Support cases, and operationally manage your Trusted Advisor check requests and status.

AWS Support Automation Workflows enable you to diagnose and resolve common Support issues following AWS best practices. Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport is included with Business Support.

The AWS Support App allows members of your team to manage support cases and engage with AWS Support- including live chats, directly in Slack, where your team already collaborates.

Plan and execute successful events with AWS Countdown, a service designed for a broad range of cloud use cases, including migrations, modernizations, product launches, streaming, and go-live events. AWS Countdown helps you throughout the project lifecycle to assess operational readiness, identify and mitigate risks, and plan capacity, using proven playbooks developed by AWS experts. AWS Countdown Premium is available for AWS Business Support customers as a monthly subscription for an additional fee.

Contextual guidance on what AWS products, features, and services to use to best support your specific needs. AWS Solutions Architects leverage the AWS Well-Architected framework when providing recommendations.

“We view AWS Support as an extension of our DevOps and engineering teams and can, at any time, get into details to understand systems or incidents with the help of the AWS Support experts. We get access to the AWS Personal Health Dashboard, which helps us plan out our ops activities in advance, and AWS Trusted Advisor, which enables our ops team to centrally monitor our environment and take preventative actions. With a relatively small engineering team we are confident about being totally self-sufficient because we know AWS Support has our back when we need it the most.”

Guruprasad GV, Chief Architect, Moonfrog Labs

"Leveraging AWS Support has been key in addressing issues that we may experience.”

Chad Marino, Executive Director of Technology Services, Kaplan, Inc.

View the case study