Support

AWS has nice paid support options. I was incredibly impressed how Azure actually has incredible free support. That doesn’t exist with AWS at all. For the paid support the question is how quickly will they respond to you. With higher-end plans they offer dedicated account managers and architects.

Help, I need somebody. Not just anybody.

If you don’t have your own AWS expert you will likely need a lot of direction from AWS directly.

AWS Support Plans

| Features | Basic | Developer | Business | Enterprise | |———————————-|———————————————————————————|———————————————————————————|———————————————————————————————————————————|—————————————————————————————————————————————————————————–| | Customer service and communities | 24x7 access to customer service, documentation, whitepapers, and support forums | 24x7 access to customer service, documentation, whitepapers, and support forums | 24x7 access to customer service, documentation, whitepapers, and support forums | 24x7 access to customer service, documentation, whitepapers, and support forums | | Best practices | Access to 4 core Trusted Advisor checks | Access to 4 core Trusted Advisor checks | Access to all Trusted Advisor checks | Access to all Trusted Advisor checks | | Health status and Notifications | Access to Personal Health Dashboard | Access to Personal Health Dashboard | Access to Personal Health Dashboard & Health APIs | Access to Personal Health Dashboard & Health APIs | | Technical support | | Local business hours** access to Cloud Support Associates via email | 24x7 access to Cloud Support Engineers via email, chat, and phone | 24x7 access to Cloud Support Engineers via email, chat, and phone | | Who can open cases | | One primary contact/ Unlimited cases | Unlimited contacts/ Unlimited cases (IAM supported) | Unlimited contacts/ Unlimited cases (IAM supported) | | Case severity/Response times* | | General guidance: < 24 hours System impaired: < 12 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 | | Architecture support | | General guidance | Contextual guidance based on your use-case | Consultative review and guidance based on your applications and solutions | | Launch support | | | Infrastructure Event Management Contact us for pricing | Infrastructure Event Management (Included) | | Programmatic case management | | | AWS Support API | AWS Support API | | Third-party software support | | | Interoperability and configuration guidance and troubleshooting | Interoperability and configuration guidance and troubleshooting | | Architecture review | | | | Access to a Well-Architected Review delivered by AWS Solution Architects | | Operations support | | | | Operational reviews, recommendations, and reporting | | Training | | | | Access to online self-paced labs | | Account assistance | | | | Assigned Support Concierge | | Proactive guidance | | | | Designated Technical Account Manager | | Pricing | Free | Starting at $29/month | Starting at $100/month | Starting at $15,000/month |