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Business Support Plan

The Business Support plan offers resources for customers running production workloads on Amazon Web Services as well as any customers who:

Run one or more applications in production environments
Have multiple services activated, or use key services extensively
Depend on their business solutions to be available, scalable, and secure

Plan Detail and Resources

Technical Support

24x7 access to Cloud Support Engineers via email, chat & phone.

Customer Contacts

An unlimited number of contacts may open an unlimited number of cases (IAM supported).

Case Severity & Response Times*

Production System Down: < 1 hour
Production System Impaired: < 4 hours
System Impaired: < 12 hours
General Guidance: < 24 hours

Trusted Advisor - Full Checks

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

Infrastructure Event Management

Architecture and scaling guidance, and real-time operational support during the preparation and execution of planned events, product launches, and migrations. Available with Business Support for an additional fee.

Architecture Support - Business

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

Amazon Web Services Support API

Programmatic access to Amazon Web Services Support Center features to create, manage, and close your support cases, and operationally manage your Trusted Advisor check requests and status.

Third Party Software Support

Guidance, configuration, and troubleshooting of Amazon Web Services interoperability with many common operating systems, platforms, and application stack components.