All customers receive Basic Support included with your Amazon Web Services account. All plans, including Basic Support, provide access to non-technical customer service, Amazon Web Services documentation and whitepapers.
For access to technical support and additional Support resources, we offer plans to fit your unique needs.
Basic
Developer
Business
Enterprise On-Ramp
Enterprise
Non-technical Customer Service and Communities
Business hours* access to customer service, documentation and whitepapers
Business hours* access to customer service, documentation and whitepapers
Business hours* access to customer service, documentation and whitepapers
Business hours* access to customer service, documentation and whitepapers
Business hours* access to customer service, documentation and whitepapers
Best Practices
Access to 2 core Trusted Advisor checks
Access to 2 core Trusted Advisor checks
Access to full set of Trusted Advisor checks
Access to full set of Trusted Advisor checks
Access to full set of Trusted Advisor checks
Technical Support
Business hours* access to Cloud Support Associates via email
24x7 access to Cloud Support Engineers via email, chat & phone
24x7 access to Sr. Cloud Support Engineers via email, chat & phone
24x7 access to Sr. Cloud Support Engineers via email, chat & phone
System Impaired: < 12 business hours General Guidance: < 24 business hours
Production System Down: < 1 hour Production System Impaired: < 4 hours System Impaired: < 12 hours General Guidance: < 24 hours
Business-Critical System Down: < 30 minutes Production System Down: < 1 hour Production System Impaired: < 4 hours System Impaired: < 12 hours General Guidance: < 24 hours
Mission-Critical System Down: < 15 minutes Production System Down: < 1 hour Production System Impaired: < 4 hours System Impaired: < 12 hours General Guidance: < 24 hours
Architecture Support
General guidance
Contextual guidance based on your use-case
Consultative review and guidance based on your applications and solutions
Consultative review and guidance based on your applications and solutions
Launch Support
Infrastructure Event Management (Available for additional fee)
Infrastructure Event Management (One-Per-Year)
Infrastructure Event Management (Included)
Programmatic Case Management
Amazon Web Services Support API
Amazon Web Services Support API
Amazon Web Services Support API
Third-Party Software Support
Interoperability & configuration guidance and troubleshooting
Interoperability & configuration guidance and troubleshooting
Interoperability & configuration guidance and troubleshooting
Operations Support
Operational reviews, recommendations, and reporting
Operational reviews, recommendations, and reporting
Account Assistance
A pool of Concierge
Assigned Support Concierge
Proactive Guidance
A pool of Technical Account Manager
Designated Technical Account Manager
*Business hours are generally defined as 9:00 AM to 6:00 PM in China time, excluding holidays and weekends.
