AWS Support Plans

The 5 AWS Support Plans

1. Basic Support

The default plan for every AWS account.

• Cost: Free
• Use Case: Personal use, exploration, and learning.
• Key Features:
  • 24/7 access to customer service for account and billing questions.
  • Access to AWS documentation, whitepapers, and the AWS Community Forums (re:Post).
  • Access to the 7 core checks of AWS Trusted Advisor.
  • AWS Health Dashboard for service health status.
• Technical Support: No access to technical support engineers.

2. Developer Support

The entry-level paid plan for technical support.

• Cost: Starts at $29/month or a percentage of monthly AWS usage (whichever is higher).
• Use Case: Experimenting, testing, and early development in AWS.
• Key Features:
  • All features of the Basic plan.
  • Business hours (8x5) email access to Cloud Support Associates.
  • Unlimited cases with 1 primary contact.
• Response Times (SLA):
  • General guidance: < 24 business hours
  • System impaired: < 12 business hours

3. Business Support

The minimum recommended plan for production workloads.

• Cost: Starts at $100/month or a tiered percentage of monthly AWS usage (whichever is higher).
• Use Case: Running production workloads.
• Key Features:
  • All features of the Developer plan.
  • 24/7 phone, email, and chat access to Cloud Support Engineers.
  • Unlimited cases and unlimited contacts (IAM supported).
  • Full access to all checks in AWS Trusted Advisor.
  • Support for third-party software interoperability.
• Response Times (SLA):
  • General guidance: < 24 hours
  • System impaired: < 12 hours
  • Production system impaired: < 4 hours
  • Production system down: < 1 hour

4. Enterprise On-Ramp

A support tier for business-critical workloads that provides a balance of proactive support and cost.

• Cost: Starts at $5,500/month or a percentage of monthly AWS usage (whichever is higher).
• Use Case: Running business-critical production workloads.
• Key Features:
  • All features of the Business plan.
  • Access to a pool of Technical Account Managers (TAMs).
  • Proactive support including architecture and operational reviews.
  • A 30-minute response time for business-critical cases.
  • Includes one Infrastructure Event Management (IEM) engagement per year.
• Response Times (SLA):
  • Includes all Business-level response times plus:
  • Business-critical system down: < 30 minutes

5. Enterprise Support

The highest level of support for mission-critical workloads.

• Cost: Starts at $15,000/month or a tiered percentage of monthly AWS usage (whichever is higher).
• Use Case: Running mission-critical workloads that are core to the business.
• Key Features:
  • All features of the Enterprise On-Ramp plan.
  • Designated Technical Account Manager (TAM): Your primary technical point of contact who provides proactive guidance and advocacy.
  • Concierge Support Team: A dedicated team for billing and account inquiries.
  • Full access to Infrastructure Event Management (IEM), Well-Architected Reviews, and Operations Reviews.
  • White-glove case routing and management business reviews.
• Response Times (SLA):
  • Includes all Enterprise On-Ramp response times plus:
  • Mission-critical system down: < 15 minutes