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
  • Customer service for billing questions
  • Support forums
  • Service health checks
  • Documentation, whitepapers, and best-practice guides
  • Best-practice guidance
  • Client-side diagnostic tools
  • Building-block architecture support
  • Use-case guidance
  • IAM for controlling individuals’ access to AWS Support
  • Full AWS Trusted Advisor
  • An API for interacting with Support Center and Trusted Advisor
  • Third-party software support
  • Application architecture guidance
  • Infrastructure event management
  • Technical account manager (TAM)
  • White-glove case routing
  • Management business reviews

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.

Developer Plan (business hours)

12 hours or less
24 hours or less
Business Plan (24/7)
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

Two people talking to each other

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.