AWS Support Plans

Overview

AWS Support is divided into 4 support plans with different objectives and benefits to suit each user’s purpose and needs.

ℹ️ Information: Support plans are arranged in order from low to high as follows: Basic - Business Support+ - Enterprise Support - Unified Operations. Higher plans will include services from lower plans.

Basic Plan

AWS Support Basic provides basic support for account and billing issues along with service limit increase requests.

All AWS customers are provided with 24/7 access to the following Basic support plan features:

  • 1-on-1 live chat for account and billing questions
  • AWS Support Forums
  • AWS Health Dashboard
  • Documentation, technical documentation, and best practice guides

💡 Pro Tip: Even with the free Basic plan, you can still access AWS’s rich documentation library to self-resolve many common technical issues.

Business Support+

Business Support+ is designed for production workloads and provides:

  • 24/7 phone, chat, and email access to Cloud Support Engineers
  • Unlimited support cases with unlimited contacts
  • AWS Trusted Advisor: Full access to all checks for cost optimization, security, fault tolerance, performance, and service limits
  • AWS Support API: Programmatic access to support cases and Trusted Advisor
  • Third-party software support: Interoperability and configuration guidance for common operating systems, platforms, and application stack components
  • Response times:
    • General guidance: < 24 hours
    • System impaired: < 12 hours
    • Production system impaired: < 4 hours
    • Production system down: < 1 hour

💡 Pro Tip: Business Support+ is ideal for organizations running production workloads on AWS, providing comprehensive support with fast response times for critical issues.

Enterprise Support

Enterprise Support provides the highest level of support for business and mission-critical workloads:

  • All Business Support+ features included
  • Technical Account Manager (TAM): Designated TAM to provide consultative architectural and operational guidance
  • Concierge Support Team: Billing and account assistance
  • Infrastructure Event Management: Support for planning and executing critical events
  • Well-Architected Reviews: Guidance on AWS best practices
  • Operations Reviews and Tools: Proactive monitoring and optimization recommendations
  • Training and Game Days: Access to self-paced labs and workshops
  • Response times:
    • Business-critical system down: < 15 minutes
    • All other severity levels same as Business Support+

🔒 Security Note: Enterprise Support provides access to AWS security experts and proactive guidance, helping ensure your cloud environment complies with the strictest security standards and regulations.

Unified Operations

Unified Operations is the most comprehensive support offering, combining Enterprise Support with AWS Managed Services:

  • All Enterprise Support features included
  • AWS Managed Services (AMS): Operational management of your AWS infrastructure
  • Proactive monitoring and incident management: 24/7 monitoring and automated remediation
  • Change management: Managed deployment and change execution
  • Patch management: Automated patching and compliance
  • Backup and disaster recovery: Managed backup operations and recovery procedures
  • Security and compliance: Continuous compliance monitoring and security operations
  • Dedicated service delivery team: Team of cloud operations experts managing your environment

💡 Pro Tip: Unified Operations is designed for organizations that want AWS to manage their cloud operations, allowing them to focus on innovation rather than infrastructure management.