Technical Support
AWS Technical Support
Section titled “AWS Technical Support”-
AWS support (overview)
- Provides unique combination of tools and expertise:
- AWS Support
- AWS Support Plans
- Support provided for:
- Experimenting with AWS
- Production use of AWS
- Business-critical use of AWS
- Additional support resources:
- Proactive guidance: Technical Account Manager (TAM)
- Best practices: AWS Trusted Advisor
- Account assistance: AWS Support Concierge
- Provides unique combination of tools and expertise:
-
Support plans
- Basic Support
- 24/7 access to customer service, documentation, whitepapers, forums
- Access to six core Trusted Advisor checks
- Access to Personal Health Dashboard
- Developer Support
- For testing or early development on AWS
- Access to guidance and technical support
- For customers exploring how to quickly use AWS
- For non-production workloads or applications
- Business Support
- For running production workloads on AWS
- For customers with:
- One or more applications in production environments
- Multiple services activated or using key services extensively
- Dependence on business solutions being available, scalable, secure
- Enterprise Support
- For running business and mission-critical workloads
- For customers wanting to:
- Focus on proactive management to increase efficiency and availability
- Build and operate workloads following AWS best practices
- Use AWS expertise for launches and migrations
- Use a Technical Account Manager (TAM) as primary point of contact
- Basic Support
-
Case severity and response times
- Five severity levels:
- Critical - Business at risk, critical functions unavailable
- Urgent - Business significantly impacted, important functions unavailable
- High - Important functions impaired or degraded
- Normal - Non-critical functions behaving abnormally, time-sensitive development questions
- Low - General development questions or feature requests
- Response times vary by support plan:
- Basic - No case support
- Developer - Faster response for higher severity
- Business - Much faster response across all severities
- Enterprise - Fastest response times, including 15 min for critical cases
- Five severity levels:
AWS Technical Support offers tiered plans from basic to enterprise level, with varying response times and support features. Plans are designed to match different customer needs from development to mission-critical production workloads.