AWS Support offers four support plans: Basic, Developer, Business, and Enterprise.
All AWS customers automatically have 24/7 access to these features:
- Basic support plan:
- One-on-one responses to account and billing questions
- Support forums
- Service health checks
- Documentation, technical papers, and best practice guides
- Developer Support Plan:
- Best practice guidance
- Building-block architecture support: guidance on how to use AWS products, features, and services together
- AWS IAM to control user access to AWS Support
- Business or Enterprise support plan:
- Use-case guidance – What AWS products, features, and services to use to best support your specific needs.
- AWS Trusted Advisor – A feature of AWS Support, which inspects customer environments and identifies opportunities to save money, close security gaps, and improve system reliability and performance.
- The AWS Support API to interact with Support Center and Trusted Advisor. You can use the AWS 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 AWS. Third-party software support isn't available for customers on Basic or Developer support plans.
- Enterprise support plan:
- Application architecture guidance – Contextual guidance on how services fit together to meet your specific use case, workload, or application.
- Infrastructure event management – Short-term engagement with AWS 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.
## Case Severity
The following table lists the severity levels, response times, and example problems.
| Severity | First-response time | Description (Support Plan) |
|---|---|---|
| General Guidance | 24 hours | You have a general development question, or you want to request a feature. (Developer*, Business, and Enterprise support plans) |
| System Impaired | 12 hours | Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question. (Developer*, Business, and Enterprise support plans) |
| Production system impaired | 4 hours | Important functions of your application are impaired or degraded. (Business and Enterprise support plans) |
| Production system down | 1 hour | Your business is significantly impacted. Important functions of your application aren't available. (Business and Enterprise support plans) |
| Business critical system down | 15 minutes | Your business is at risk. Critical functions of your application aren't available. (Enterprise support plan) |
- API Support API is only available in Business and Enterprise plans