The AWS Global Channel Reseller Program enables qualified partners to resell AWS services, including AWS Support.

Approved Solution Providers who offer Partner-led Support are backed by the AWS Support Organization. The AWS Solution Provider and AWS Support work together to make sure you can benefit from the knowledge and services of the Solution Provider and the expertise of AWS Support Agents.

There are some differences between AWS provided Support and Partner-led Support. For example, with Partner-led Support, all your Support Cases are opened directly with your Solution Provider. The Solution Provider will troubleshoot and resolve support cases directly with an end-user and escalate, as necessary, to AWS Support.

Solution providers will also provide proactive guidance on best practices and may offer additional software and services as part of their AWS Support offering.

Each Solution Provider differentiates their AWS Support offering in their own way, thus it is important to consult with your Solution Provider to review the AWS Support options they may offer.

Partner-led Support providers are aligned to the core vision of AWS Support. These Partners offers numerous resources for customers running business and mission critical workloads on AWS, as well as any customers who want to:

  1. Focus on proactive management to increase efficiency and availability
  2. Build and operate workloads following AWS best practices
  3. Leverage partner and AWS expertise to support launches and migrations.

For more information on partner-led support, please search the AWS Partner Network.