AWS Support Packages

AWS Support Packages Overview

AWS Support offers four distinct support packages, each tailored to different user needs and objectives.

Table of Contents

Note: The support packages are organized in ascending order: Basic, Developer, Business, and Enterprise. Higher-tier plans include services from lower-tier plans.

1.1 Basic Package

The Basic Package provides fundamental support for account and billing inquiries, as well as requests to raise account limits.

Basic Support includes 24/7 access to the following features for all AWS customers:

  • One-on-one live chat for account and billing questions.
  • Support forum.
  • Service health checks.
  • Documentation, technical guides, and best practices.

1.2 Developer Package

The Developer Package extends the supported features with:

  • Best practice implementation guidelines.
  • Building Block Architecture Support: Demonstrates the utilization and integration of AWS products, features, and services.
  • Unlimited Support Requests: Available for support requests initiated by the root account (root user).

1.3 Business Package

Upgrading to the Business support tier provides the following additional benefits:

  • Use-Case Specific Guidance: Offers advice on selecting AWS products, features, and services that align with your specific needs.
  • AWS Trusted Advisor: An automated AWS Support tool that assesses a customer’s usage environment, identifying cost-saving opportunities, reducing security risks, and enhancing system reliability and performance.
  • Support via AWS Support API: Interact with the Support Center and Trusted Advisor using this API for request automation and AWS Trusted Advisor operations.
  • Third-Party Software Support: Includes OS support and EC2 virtual machine configuration, as well as performance assistance for popular applications on the AWS platform.
  • Support Extends to All IAM Users: Support is not limited to support requests generated solely by the root user.

1.4 Enterprise Package

Customers on the Enterprise plan receive additional privileges for the following features:

  • Software Architecture Guide: Offers guidance on utilizing AWS services to address specific application or workload challenges.
  • Infrastructure Event Management: AWS Support performs comprehensive analytics to enhance understanding of your use-case. Post-analysis, guidance is provided on scaling and optimizing events.
  • Technical Account Manager (TAM): Ongoing support from a dedicated TAM to address issues related to your scenarios and applications.
  • Prioritized Support Requests: Requests are prioritized and receive special attention.
  • Enterprise Management Review: Support includes an Enterprise Management review.