Compare AWS Support Plans
At AWS, we want you to be successful. Our Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with AWS while optimizing performance, managing risk, and keeping costs under control.
Basic Support is included for all AWS customers and includes:
- Customer Service and Communities - 24x7 access to customer service, documentation, whitepapers, and AWS re:Post.
- AWS Trusted Advisor - Access to core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve security.
- AWS Personal Health Dashboard - A personalized view of the health of AWS services, and alerts when your resources are impacted.
Developer |
Business |
Enterprise On-Ramp Recommended if you have production and/or business critical workloads in AWS. |
Enterprise |
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AWS Trusted Advisor Best Practice Checks |
Service Quota and basic Security checks |
Full set of checks |
Full set of checks |
Full set of checks |
| AWS Trusted Advisor Priority | Prioritized recommendations curated by your AWS account team |
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Enhanced Technical Support |
Business hours** web access to Cloud Support Associates Unlimited cases with 1 primary contact Prioritized responses on AWS re:Post |
24/7 phone, web, and chat access to Cloud Support Engineers Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post Access to AWS Support App in Slack |
24/7 phone, web, and chat access to Cloud Support Engineers Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post Access to AWS Support App in Slack |
24/7 phone, web, and chat access to Cloud Support Engineers Unlimited cases and unlimited contacts (IAM supported) Prioritized responses on AWS re:Post Access to AWS Support App in Slack |
| Case Severity / Response Times* | General guidance: < 24 hours** System impaired: < 12 hours**
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General guidance: < 24 hours
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General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business-critical system down: < 30 minutes |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business/Mission-critical system down: < 15 minutes |
Architectural Guidance |
General |
Contextual to your use-cases |
Consultative review and guidance based on your applications (one-per-year) |
Consultative review and guidance based on your applications |
Programmatic Case Management |
AWS Support API |
AWS Support API | AWS Support API |
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Third-Party Software Support |
Interoperability and configuration guidance and troubleshooting |
Interoperability and configuration guidance and troubleshooting | Interoperability and configuration guidance and troubleshooting |
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| Proactive Programs and Self Service | Access to Support Automation Workflows with prefixes AWSSupport |
Access to Infrastructure Event Management for additional fee Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport |
Infrastructure Event Management (one-per-year) Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport |
Infrastructure Event Management Access to proactive reviews, workshops, and deep dives Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport |
| AWS Incident Detection and Response | Access to AWS Incident Detection and Response for an additional fee. AWS Incident Detection and Response is an add-on to Enterprise Support that offers 24x7 proactive monitoring and incident management for selected workloads. AWS Incident Detection and Response leverages the proven operational, enhanced monitoring, and incident management capabilities used internally by AWS teams and externally by AWS Managed Services (AMS). | |||
| AWS Managed Services | Access to AWS Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud advanced operations skills and capacity. Includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. |
Access to AWS Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud advanced operations skills and capacity. Includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. |
Access to AWS Managed Services (AMS) for an additional fee. AMS augments your existing teams with cloud operations skills and capacity. It includes baseline operations, a designated Cloud Service Delivery Manager (CSDM), Cloud Architect (CA), and access to the AMS security team. AWS Incident Detection and Response is available at no additional charge in eligible regions for AWS Managed Services direct customers with AWS Enterprise Support. |
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| Technical Account Management | A pool of Technical Account Managers to provide proactive guidance, and coordinate access to programs and AWS experts |
Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization and coordinate access to programs and AWS experts | ||
Training |
Access to online self-paced labs |
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Account Assistance |
Concierge Support Team | Concierge Support Team | ||
Pricing
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Greater of $29 / month*** - or - 3% of monthly AWS usage See pricing detail and example.
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Greater of $100 / month*** - or - 10% of monthly AWS usage for the first $0–$10K 7% of monthly AWS usage from $10K–$80K 5% of monthly AWS usage from $80K–$250K 3% of monthly AWS usage over $250K See pricing detail and example.
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Greater of $5,500 - or - 10% of monthly AWS usage See pricing detail and example. *Access to AWS Managed Services (AMS) for an additional fee |
Greater of $15,000 - or - 10% of monthly AWS usage for the first $0–$150K 7% of monthly AWS usage from $150K–$500K 5% of monthly AWS usage from $500K–$1M 3% of monthly AWS usage over $1M See pricing detail and example.
* Access to AWS Incident Detection and Response for an additional fee. |
*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.
*** Plans are subject to a 30 day minimum term.
****Customers qualify for the regional pricing if all accounts on their billing profile are concentrated in qualified LATAM countries, India, or Mainland China subject to conditions below.
Note: if you work with an AWS partner and would like to learn more about Partner-led Support, click here.