AWS offers four different support plans: Basic, Developer, Business, and Enterprise. Here’s a comparison of the features and costs associated with each plan:
- Basic Support (Free):
- Access to customer service, documentation, whitepapers, and support forums
- Core case submission with a 24-hour response time for billing and account issues
- No technical support for AWS services
- Developer Support ($29 per month, plus pay-as-you-go):
- All Basic Support features
- Support for AWS Trusted Advisor
- Unlimited case submissions with email-based access to Cloud Support Associates
- Guidance on Use Cases and Best Practices
- Response times: 24 hours for general questions, 12 hours for system impaired
- Business Support ($100 per month, plus pay-as-you-go):
- All Developer Support features
- Unlimited case submissions with email, chat, and phone access to Cloud Support Engineers
- Trusted Advisor Checks and Guidance
- Infrastructure Event Management
- Response times: 1 hour for production system impaired, 4 hours for non-production system impaired
- Enterprise Support ($15,000 per month, plus pay-as-you-go):
- All Business Support features
- Access to a Technical Account Manager (TAM)
- Concierge support team for Issue Resolution and Proactive Guidance
- Operations Reviews and Consultations
- Response times: 15 minutes for production system impaired, 1 hour for non-production system impaired
The pay-as-you-go pricing for Developer and Business Support plans is based on the number of cases submitted and the amount of AWS monthly usage. For Enterprise Support, there is a flat fee of $15,000 per month, plus an additional fee based on AWS monthly usage.
Here’s a breakdown of the additional pay-as-you-go fees:
- Developer Support: $29 per month, plus $25 per case submitted
- Business Support: $100 per month, plus $100 per case submitted
- Enterprise Support: $15,000 per month, plus 10% of AWS monthly usage over $150,000, 7% for usage between $500,000 and $1 million, and 5% for usage over $1 million
When choosing a support plan, consider factors such as the number of cases you anticipate, the criticality of your workloads, and the level of proactive support and guidance you require. The Basic Support plan is suitable for non-production environments or personal projects, while the Enterprise Support plan is recommended for mission-critical workloads and large-scale deployments requiring dedicated support and account management.