Find the Right Help with AWS Support Plans
Learning Objectives
After completing this unit, you’ll be able to:
- Differentiate between support plans.
- Explain the case severity structure.
We want to help you do amazing things with AWS. Whether you are new or continuing to adopt AWS services and applications as your business solutions, AWS Support can provide various types of support depending on your needs and goals.
AWS supports all our customers, including customers who are:
- Experimenting with AWS
- Looking for production uses of AWS
- Using AWS as a business-critical resource
Explore the Support Plans
AWS Support offers four support plans:
- Basic support for account and billing questions and service limit increases
- Developer support recommended for early development, experimenting, or testing in AWS
- Business support recommended for running production workloads in AWS
- Enterprise support recommended for running business and mission critical workloads in AWS
Basic support is included for all AWS customers. The other plans offer an unlimited number of technical support cases with pay-by-the-month pricing and no long-term contracts.
| Support Plan |
Features |
|---|---|
| Basic |
|
| Developer |
|
| Business |
|
| Enterprise |
|
Case Severity and Response Times
In addition to the support plan you select, the case severity will drive the type of response that you receive. There are five severity levels:
- Critical—Your business is at risk. Critical functions of your application are unavailable.
- Urgent—Your business is significantly impacted. Important functions of your application are unavailable.
- High—Important functions of your application are impaired or degraded.
- Normal—Noncritical functions of your application are behaving abnormally, or you have a time-sensitive development question.
- Low—You have a general development question, or you want to request a feature.
Note that there is no case support with the Basic Support Plan.
These response times should be considered when you determine which support plan is best for your organization.
|
|
Critical |
Urgent |
High |
Normal |
Low |
|---|---|---|---|---|---|
| Basic |
N/A |
||||
| Developer Plan (business hours) |
N/A |
12 hours or less |
24 hours or less |
||
| Business Plan (24/7) |
N/A |
1 hour or less |
4 hours or less |
12 hours or less |
24 hours or less |
| Enterprise Plan (24/7) |
15 minutes or less |
1 hour or less |
4 hours or less |
12 hours or less |
24 hours or less |
Meet Your TAM and Support Concierge in AWS Enterprise Support
For proactive guidance, AWS Enterprise Support has technical account managers (TAMs) designated as your primary point of contact. The TAM can provide guidance, architectural review, and continuous ongoing communication to keep you informed and prepared as you plan, deploy, and optimize your solutions.
For account assistance, the Support Concierge is a billing and account expert who provides quick and efficient analysis on billing and account issues. The concierge addresses all nontechnical billing and account-level inquiries.
In the next unit, we discuss additional AWS resources like the AWS Partner Network, AWS Marketplace, and AWS Quick Starts.
