AWS Enterprise Support

AWS Enterprise Support provides you with concierge-like service where the main focus is helping you achieve your outcomes and find success in the cloud.

With Enterprise Support, you get 24x7 technical support from high-quality engineers, tools and technology to automatically manage health of your environment, consultative architectural guidance delivered in the context of your applications and use-cases, and a designated Technical Account Manager (TAM) to coordinate access to proactive / preventative programs and AWS subject matter experts.  

 

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Learn About AWS Enterprise Support

In addition to what is available with Basic Support, Enterprise Support provides:

AWS Trusted Advisor - Access to the full set of Trusted Advisor checks and guidance to provision your resources following best practices to help reduce costs, increase performance and fault tolerance, and improve security.

AWS Personal Health Dashboard - A personalized view of the health of AWS services, and alerts when your resources are impacted. Also includes the Health API for integration with your existing management systems.

AWS Support API - 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.

Enhanced Technical Support – 24x7 access to Cloud Support Engineers via phone, chat, and email. You can have an unlimited number of contacts that can open an unlimited amount of cases. Response times are as follows:

  • General Guidance - < 24 hours
  • System Impaired - < 12 hours
  • Production System Impaired - < 4 hours
  • Production System Down - < 1 hour
  • Business Critical System Down - <15 min

Proactive Technical Account Management - A Technical Account Manager (TAM) is your designated technical point of contact who provides advocacy and guidance to help plan and build solutions using best practices, coordinate access to subject matter experts and product teams, and proactively keep your AWS environment operationally healthy.  

Architecture Support – Contextual guidance on how services fit together to meet your specific use-case, workload, or application.

Third-Party Software Support - Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.

Proactive Support Programs – Included access to Well-Architected Reviews, Operations Reviews, and Infrastructure Event Management.

Support Concierge - the Concierge Team are AWS billing and account experts that specialize in working with enterprise accounts. They will quickly and efficiently assist you with your billing and account inquiries, and work with you to implement billing and account best practices so that you can focus on what matters: running your business.

Account Onboarding - your AWS Technical Account Manager works with you to outline the procedures to be followed in the event issues arise, including how to open cases of the correct severity level, when to use various communication mechanisms (e.g. Service Health Dashboard, Personal Health Dashboard, Support cases, direct TAM outreach), and communications plans for scenarios of differing levels of severity. The plan includes what actions will be taken if we are unable to reach a customer. Our support team will participate in disaster recovery and other critical-event planning and rehearsal with the customer. For critical issues, you can open a case with a 15-minute response time, as well as contact your TAM directly so they can conduct any escalations necessary.

Pricing:

Greater of $15,000 / month

- 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 sample.

 

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See why Forrester says “Cloud Support services have evolved into essential solutions.”

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