Support - SAP NetWeaver on Amazon
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.

Support

SAP requires customers to have a minimum of an Amazon Business Support plan with Amazon. This ensures that any critical issues raised with SAP are also handled by Amazon on priority. Amazon Business Support provides less than one hour response time for production down scenarios. For a response time of less than 15 minute for business critical systems along with other benefits, you can choose Amazon Enterprise Support.

For any SAP application issues, Amazon suggests that you raise an incident with SAP via the SAP Support portal. After the first level of investigation, SAP can redirect the incident to Amazon Support if the issue is infrastructure-related. However, if you choose to raise support issues for SAP applications with Amazon Support, we cannot redirect the tickets to SAP. For any infrastructure-related issues, you can raise the issue directly with Amazon Support.