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. AWS Enterprise Support is recommended if you have business and/or mission critical workloads in AWS.
Technical and billing support
Enhanced technical support
24x7 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, production system down is less than an hour, and business critical system down is less than 15 minutes.
Billing and account management
AWS billing and account experts 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.
Third-party software support
Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.
Technical account management
Designated point of contact
A Technical Account Manager (TAM) is your designated technical point of contact who helps you onboard, provides advocacy and guidance to help plan and build solutions using best practices, coordinates access to subject matter experts, assists with case management, presents insights and recommendations on your AWS spend, workload optimization, and event management, and proactively keeps your AWS environment healthy.
Access to subject matter experts
Cloud Support Engineers, Solutions Architects, Technical Account Managers, and product teams are available to provide guidance and help as needed. The AWS Trust & Safety team assists you when your AWS resources are used to engage in abusive behaviors, such as spam, port scanning, denial-of-service (DoS) attacks, or malware.
Proactive reviews
Launch and event planning
Infrastructure Event Management (IEM), included with Enterprise Support, offers architecture and scaling guidance and operational support during the preparation and execution of planned events such as shopping holidays, product launches, or migrations.
Architectural reviews
Evaluate your architecture and implement designs that can scale over time through architectural reviews with AWS Solutions Architects and TAMs and leveraging the AWS Well-Architected framework.
Proactive guidance
Proactive services delivered by AWS Support experts are included with Enterprise Support. These services help you review the health of your cloud operations, optimize costs, and scale workloads efficiently through workload reviews, best practices workshops, and deep dives.
Add-ons
AWS Incident Detection and Response
AWS Incident Detection and Response is an add-on to Enterprise Support that offers 24x7 proactive monitoring and incident management for selected workloads. AWS Incident Detection and Response leverages the proven operational, enhanced monitoring, and incident management capabilities used internally by AWS teams and externally by AWS Managed Services (AMS).
Self-service support
AWS Trusted Advisor
AWS Trusted Advisor provides you real time guidance to help you provision your resources following AWS best practices. Trusted Advisor checks, with full set of checks included with Enterprise Support, helps optimize your AWS infrastructure, increase security and performance, reduce your overall costs, and monitor service limits.
AWS Health Dashboard
AWS Health Dashboard is the single place to learn about the availability and operations of AWS services. You can view the overall status of AWS services, and you can sign in to view personalized communications about your particular AWS account or accounts that are part of your organization. Your account view provides insight into resource issues, upcoming changes, and important notifications. AWS Health Dashboard 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
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 Trusted Advisor Priority
AWS Trusted Advisor Priority helps you focus on the most important recommendations to optimize your cloud deployments, improve resilience, and address security gaps. Available to AWS Enterprise Support customers, Trusted Advisor Priority provides prioritized and context-driven recommendations that come from your AWS account team as well as machine-generated checks from AWS services.
AWS Support Automation Workflows
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 Enterprise Support.
AWS Support App in Slack
The AWS Support App in Slack allows you to engage with AWS Support and manage your cases directly in Slack without having to sign in to the AWS Support Center Console. You can create cases, add correspondence, search previous cases, and request a live chat with AWS Support directly in Slack without having to switch applications.