All customers receive Basic Support included with your AWS account. All plans, including Basic Support, provide 24x7 access to customer service, AWS documentation, whitepapers, and support forums.
For access to technical support and additional Support resources, we offer plans to fit your unique needs.
| Basic | Developer | Business | Enterprise | |
| Customer Service and Communities | 24x7 access to customer service, documentation, whitepapers, and support forums |
24x7 access to customer service, documentation, whitepapers, and support forums |
24x7 access to customer service, documentation, whitepapers, and support forums |
24x7 access to customer service, documentation, whitepapers, and support forums |
| Best Practices |
Access to 4 core Trusted Advisor checks |
Access to 4 core Trusted Advisor checks |
Access to full set of Trusted Advisor checks |
Access to full set of Trusted Advisor checks |
| Health status and Notifications |
Access to Personal Health Dashboard |
Access to Personal Health Dashboard |
Access to Personal Health Dashboard & Health API |
Access to Personal Health Dashboard & Health API |
| 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 |
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| Who Can Open Cases |
One primary contact/ Unlimited cases |
Unlimited contacts/ Unlimited cases (IAM supported) |
Unlimited contacts/ Unlimited cases (IAM supported) |
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| Case Severity/ Response Times* |
General guidance: < 24 business hours System impaired: < 12 business hours |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business-critical system down: < 15 minutes |
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| Architecture Support |
General guidance |
Contextual guidance based on your use-case | Consultative review and guidance based on your applications |
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| Launch Support |
Infrastructure Event Management (Available for additional fee) |
Infrastructure Event Management (Included) |
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| Programmatic Case Management |
AWS Support API |
AWS Support API |
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| Third-Party Software Support |
Interoperability & configuration guidance and troubleshooting |
Interoperability & configuration guidance and troubleshooting |
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| Architectural Review | Access to a Well-Architected Review delivered by AWS Solution Architects |
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| Operations Support |
Operational reviews, recommendations, and reporting |
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| Training | Access to online self-paced labs |
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| Account Assistance |
Assigned Support Concierge |
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| Proactive Guidance |
Designated Technical Account Manager |
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| Pricing | Included | Starts at $29 per month See pricing detail and sample |
Starts at $100 per month See pricing detail and sample |
Starts at $15k per month See pricing detail and sample |
*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.
**Business hours are generally defined as 8:00 AM to 6:00 PM in the customer country as set in My Account console, excluding holidays and weekends. These times may vary in countries with multiple time zones.
