Amazon Web Services Support Plans - Amazon Web Services Support
Features of Amazon Web Services Support Plans
Services or capabilities described in Amazon Web Services documentation might vary by Region. To see the differences applicable to the China Regions, see Getting Started with Amazon Web Services in China (PDF).

Amazon Web Services Support Plans

You can change your Amazon Web Services Support Plans for your account based on your business needs.

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Features of Amazon Web Services Support Plans

Amazon Web Services Support offers five support plans:

  • Basic

  • Developer

  • Business

  • Enterprise On-Ramp

  • Enterprise

Basic Support offers support for account and billing questions and service quota increases. The other plans offer a number of technical support cases with pay-by-the-month pricing and no long-term contracts.

All Amazon customers automatically have 24x7 access to these features of Basic Support:

  • One-on-one responses to account and billing questions

  • Support forums

  • Service health checks

  • Documentation, technical papers, and best practice guides

Customers with a Developer Support plan have access to these additional features:

  • Best practice guidance

  • Client-side diagnostic tools

  • Building-block architecture support: guidance on how to use Amazon products, features, and services together

  • Supports an unlimited number of support cases that can be opened by any user with permissions.

In addition, customers with a Business, Enterprise On-Ramp, or Enterprise Support plan have access to these features:

  • Use-case guidance – What Amazon products, features, and services to use to best support your specific needs.

  • Amazon Trusted Advisor – A feature of Amazon Web Services Support, which inspects customer environments and identifies opportunities to save money, close security gaps, and improve system reliability and performance. You can access all Trusted Advisor checks.

  • The Amazon Web Services Support API to interact with Support Center and Trusted Advisor. You can use the Amazon Web Services Support API to automate support case management and Trusted Advisor operations.

  • Third-party software support – Help with Amazon Elastic Compute Cloud (Amazon EC2) instance operating systems and configuration. Also, help with the performance of the most popular third-party software components on Amazon. Third-party software support isn't available for customers on Basic or Developer Support plans.

  • Supports an unlimited number of Amazon Identity and Access Management (IAM) users who can open technical support cases.

In addition, customers with an Enterprise On-Ramp or Enterprise Support plan have access to these features:

  • Application architecture guidance – Consultative guidance on how services fit together to meet your specific use case, workload, or application.

  • Infrastructure event management – Short-term engagement with Amazon Web Services Support to get a deep understanding of your use case. After analysis, provide architectural and scaling guidance for an event.

  • Technical account manager – Work with a technical account manager (TAM) for your specific use cases and applications.

  • White-glove case routing.

  • Management business reviews.

For more information about features and pricing for each support plan, see Amazon Web Services Support and Compare Amazon Web Services Support plans. Some features, such as 24x7 phone and chat support, aren't available in all languages.

Note

If you work with an Amazon partner and want to learn more about Partner-led Support, see Amazon Partner-Led Support