AWS Support Plan

AWS contains many services and features. AWS has provided a combination of tools and resources to proactively help their customers. AWS offers various support plans that customers can choose from based on their needs.

They have 4 types of Support Plans:

• Basic
• Developer
• Business
• Enterprise

Basic:

When you create your AWS account you by default are in the basic support plan and this is going to give you access to email for billing and account information.

• Cost: Free
• Customer service for account and billing questions only
• Access to AWS Community Forums

Developer:

The Developer Support plan offers resources for customers testing or doing early development on Amazon Web Services.

• Cost: Higher of $29/mo or 3% of monthly usage (scales with use).
• Use: Experimenting with AWS.
• Primary Contact can ask technical questions through Support Centre.
• SLA: 12–14 hours at local business hours.
• AWS Trusted Advisor provides service quota and security checks.

Business:

Minimum recommended tier if you have production workloads in AWS.

• Cost: Higher of $100/mo or 10% of monthly usage for the first $10k (scales with use).
• Use: Production use of AWS.
• Full access to AWS Trusted Advisor for optimising infrastructure.
• AWS Support API access for support case automation.
• An unlimited number of contacts can open cases.
• SLA: 24×7 support via phone, e-mail, and chat.
• 1-hour response time to urgent support cases.
• Provides support with common 3rd party applications
• Architectural guidance: Contextual to your use-case
• Third-party software support: Interoperability & configuration guidance and troubleshooting.
• Proactive Programs: Access to Infrastructure Event Management for an additional fee.Access to Support Automation Workflows with prefixes AWSSupport.

Enterprise:

Recommended if you have business and/or mission-critical workloads in AWS.

• Cost: Higher of $15,000/mo or 10% of monthly usage for the first $150k (scales with use).
• Use Mission-critical use of AWS.
• Comes with all the features of the Business Plan.
• Technical Account Manager (TAM): provides proactive best practice guidance, and helps develop and run AWS solutions.
• Support Concierge: billing and account analysis.
• An unlimited number of contacts can open cases.
• SLA: 24×7 support via phone, e-mail, and chat.
• 15 min response to critical support cases (with priority).
• AWS Trusted Advisor Best Practice Checks Full set of checks.
• Third-party software support: Interoperability & configuration guidance and troubleshooting.
• Proactive Programs: Infrastructure Event Management. Access to proactive reviews, workshops, and deep dives.Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport.