Types of AWS Support
AWS offers a range of support plans tailored to meet the needs of different customers, from those just getting started to large enterprises with complex requirements.
Each plan builds onto the previous one, adding more advanced tools, personalized support, and faster response times.
AWS Support Plans Video
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Basic Support
Included for all AWS customers
- Access to documentation, whitepapers, and AWS re:Post
- Core AWS Trusted Advisor checks
- Technical Account Management not included
Developer Support
Recommended for experimenting or testing in AWS
- Response times: < 24 hours for general guidance, < 12 hours when systems impaired
- Best practice guidance
- Client-side diagnostic tools
- Building-block architecture support
Business Support
Recommended minimum tier for production workloads in AWS
- Response times include: < 4 hours when production system impaired, < 1 hour when production system is down
- Full set of AWS Trusted Advisor checks
- Use-case guidance
- Limited support for third-party software
Enterprise On-Ramp Support
Recommended for production and business critical workloads in AWS
- Response times: < 30 minutes when business-critical system is down
- Full set of AWS Trusted Advisor checks
- A pool of technical account managers (TAMs) provide proactive guidance
Enterprise Support
Recommended for business critical and mission critical workloads in AWS
- Response times: < 15 minutes when business- or mission-critical system is down
- Full set of AWS Trusted Advisor checks and prioritized recommendations
- A designated TAM provides consultative architectural and operational guidance
Technical Account Manager (TAM)
A TAM is included with the Enterprise On-Ramp and Enterprise Support plans.
The TAM serves as your primary AWS contact, offering expert guidance on:
- Using AWS services
- Optimizing architectures
- Managing costs
- Connecting you with AWS programs and experts
Read more about Support Plans at: AWS Support Plans Product Page
