AWS Support Plans Comparison¶
Plans¶
- Developer Support
- Business Support
- Enterprise On-Ramp
- Enterprise Support
Recommended For¶
| Plan | Recommended For |
|---|---|
| Developer | Experimenting or testing in AWS |
| Business | Minimum recommended tier for production workloads |
| Enterprise On-Ramp | Production and/or business-critical workloads |
| Enterprise | Business and/or mission-critical workloads |
Case Severity / Response Times*¶
| Severity | Developer | Business | Enterprise On-Ramp | Enterprise |
|---|---|---|---|---|
| General guidance | < 24 hours** | < 24 hours | < 24 hours | < 24 hours |
| System impaired | < 12 hours** | < 12 hours | < 12 hours | < 12 hours |
| Production system impaired | - | < 4 hours | < 4 hours | < 4 hours |
| Production system down | - | < 1 hour | < 1 hour | < 1 hour |
| Business-critical system down | - | - | < 30 minutes | < 15 minutes |
Architectural Guidance¶
| Plan | Guidance |
|---|---|
| Developer | General |
| Business | Contextual to your use-cases |
| Enterprise On-Ramp | Annual consultative review and guidance |
| Enterprise | Consultative reviews and guidance based on applications |
Proactive Programs and Self Service¶
| Plan | Features |
|---|---|
| Developer | Access to Support Automation Workflows (AWSSupport) |
| Business | Access to Support Automation Workflows (AWSSupport, AWSPremiumSupport) AWS Countdown Premium available (additional fee) |
| Enterprise On-Ramp | Access to Support Automation Workflows Annual proactive security review One free AWS Countdown engagement/year Countdown Premium available (additional fee) |
| Enterprise | Proactive reviews, workshops, and deep dives Access to Support Automation Workflows AWS Countdown included Countdown Premium available (additional fee) |
Technical Account Management¶
| Plan | Features |
|---|---|
| Developer | - |
| Business | - |
| Enterprise On-Ramp | Pool of Technical Account Managers |
| Enterprise | Dedicated Technical Account Manager (TAM) |
AWS Trusted Advisor Best Practice Checks¶
| Plan | Checks |
|---|---|
| Developer | Service Quota and basic Security checks |
| Business | Full set of checks |
| Enterprise On-Ramp | Full set of checks |
| Enterprise | Full set + prioritized recommendations (Trusted Advisor Priority) |
Enhanced Technical Support¶
| Plan | Features |
|---|---|
| Developer | - |
| Business | Business hours web access Unlimited cases/contacts Prioritized AWS re:Post responses |
| Enterprise On-Ramp | 24/7 phone/web/chat access Unlimited cases/contacts Prioritized AWS re:Post AWS Support App in Slack |
| Enterprise | 24/7 phone/web/chat access Unlimited cases/contacts Prioritized AWS re:Post AWS Support App in Slack |
Billing Assistance¶
| Plan | Features |
|---|---|
| Developer | - |
| Business | - |
| Enterprise On-Ramp | White-glove (Concierge) access |
| Enterprise | Proactive cost optimization, FinOps support, cost analysis |
Programmatic Case Management¶
| Plan | Features |
|---|---|
| Developer | - |
| Business | AWS Support API |
| Enterprise On-Ramp | AWS Support API |
| Enterprise | AWS Support API |
Third-Party Software Support¶
| Plan | Features |
|---|---|
| Developer | - |
| Business | Interoperability and configuration guidance |
| Enterprise On-Ramp | Interoperability and configuration guidance |
| Enterprise | Interoperability and configuration guidance |
AWS Incident Detection and Response¶
| Plan | Features |
|---|---|
| Developer | - |
| Business | - |
| Enterprise On-Ramp | - |
| Enterprise | Custom support for critical applications |
Response times may vary
*Business hours only