Thursday, May 28, 2020

26. AWS Support Plans



 

Developer

Business

Enterprise

 

Recommended if you are experimenting or testing in AWS.

Recommended if you have production workloads in AWS.

Recommended if you have business and/or mission critical workloads in AWS.

AWS Trusted Advisor Best Practice Checks

7 Core checks

Full set of checks

Full set of checks

Enhanced Technical Support

Business hours** email access to Cloud Support Associates

Unlimited cases / 1 primary contact

24x7 phone, email, and chat access to Cloud Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

24x7 phone, email, and chat access to Cloud Support Engineers

Unlimited cases / unlimited contacts (IAM supported)

Case Severity / Response Times*

General guidance:
< 24 business hours**

System impaired:
< 12 business hours**

 

 

 

 

 

 

General guidance:
< 24 hours

System impaired:
< 12 hours


Production system impaired:
< 4 hours

Production system down:
< 1 hour

 

 

General guidance:
< 24 hours

System impaired:
< 12 hours


Production system impaired:
< 4 hours

Production system down:
< 1 hour


Business-critical system down:
< 15 minutes

 

Architectural Guidance

General

Contextual to your use-cases

Consultative review and guidance based on your applications

Programmatic Case Management

 

AWS Support API

AWS Support API

 

 

 

 

Third-Party Software Support

 

Interoperability &
configuration guidance
and troubleshooting

Interoperability &
configuration guidance
and troubleshooting

Proactive Programs

 

Access to Infrastructure Event Management for additional fee.

Infrastructure Event Management

Well-Architected Reviews

Operations Reviews

Technical Account Manager (TAM) coordinates access to programs and other AWS experts as needed.

Technical Account Management

 

 

Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization.

Training

 

 

Access to online self-paced labs

Account Assistance

 

 

Concierge Support Team

Pricing

Greater of $29 / month***

- or -

3% of monthly AWS usage

See pricing detail and example.

Greater of $100 / month***

- or -

10% of monthly AWS usage for the first $0–$10K

7% of monthly AWS usage from $10K–$80K

5% of monthly AWS usage from $80K–$250K

3% of monthly AWS usage over $250K

See pricing detail and example.

Greater of $15,000

- or -

10% of monthly AWS usage for the first $0–$150K

7% of monthly AWS usage from $150K–$500K

5% of monthly AWS usage from $500K–$1M

3% of monthly AWS usage over $1M

See pricing detail and example.

 

 


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