AWS offers a variety of support plans to cater to different customer needs, ranging from basic support for small users to comprehensive, personalized support for large enterprises. Here’s a comparison of the AWS Support Plans: Basic, Developer, Business, Enterprise On-Ramp, and Enterprise:
Table of Contents
Basic Support Plan
- Cost: Free
- Features:
- 24/7 access to customer service, documentation, whitepapers, and support forums.
- AWS Trusted Advisor (limited to core checks).
- AWS Personal Health Dashboard.
Developer Support Plan
- Cost: Starting at $29 per month
- Features:
- All features from Basic Support.
- Business hours access to Cloud Support Associates via email.
- Best practices guidance.
- General guidance (response time: <24 hours).
- System impaired (response time: <12 hours).
- Access to AWS Support API.
Business Support Plan
- Cost: Starting at $100 per month (or 10% of monthly AWS usage for higher tiers)
- Features:
- All features from Developer Support.
- 24/7 access to Cloud Support Engineers via phone, chat, and email.
- Contextual guidance on AWS services and integration.
- Support for common third-party software.
- Production system impaired (response time: <4 hours).
- Production system down (response time: <1 hour).
- AWS Trusted Advisor (full checks).
- Access to AWS Support API.
- Infrastructure Event Management (additional cost).
Enterprise On-Ramp Support Plan
- Cost: Starting at $5,500 per month
- Features:
- All features from Business Support.
- Access to a pool of Technical Account Manager (TAM).
- Proactive support and guidance.
- Infrastructure Event Management.
- Well-Architected Reviews.
- Operational Reviews.
- Training and workshops.
- Production system impaired: < 4 hours
- Production system down: < 1 hour
- Business-critical system down: < 30 minutes
Enterprise Support Plan
- Cost: Starting at $15,000 per month (or 10% of monthly AWS usage for higher tiers)
- Features:
- All features from Enterprise On-Ramp Support.
- Dedicated Technical Account Manager (TAM) with in-depth knowledge of your environment.
- Concierge Support Team for billing and account inquiries.
- Infrastructure Event Management included.
- Comprehensive Well-Architected Reviews.
- Root cause analysis for critical issues.
- Production system impaired: < 4 hours
- Production system down: < 1 hour
- Business-critical system down: < 15 minutes
- Tailored training and workshops.
- Enterprise Support API.
Comparison Summary
| Feature | Basic | Developer | Business | Enterprise On-Ramp | Enterprise |
|---|---|---|---|---|---|
| Cost | Free | $29/month | $100/month or 10%* | $5,500/month | $15,000/month or 10%* |
| Customer Service & Communities | Yes | Yes | Yes | Yes | Yes |
| AWS Trusted Advisor | Limited | Full checks | Full checks | Full checks | Full checks |
| AWS Personal Health Dashboard | Yes | Yes | Yes | Yes | Yes |
| Technical Support via Email | No | Business hours | 24/7 | 24/7 | 24/7 |
| Technical Support via Phone & Chat | No | No | 24/7 | 24/7 | 24/7 |
| Response Time (General Guidance) | None | <24 hours | <1 hour (urgent) | <30 minutes (urgent) | <15 minutes (urgent) |
| Technical Account Manager (TAM) | No | No | No | Yes | Yes |
| Proactive Support and Guidance | No | No | No | Yes(pool) | Yes |
| Infrastructure Event Management | No | No | Yes (extra cost) | Yes | Yes |
| Well-Architected Reviews | No | No | Yes | Yes | Comprehensive |
| Root Cause Analysis | No | No | No | No | Yes |
| Support for Third-Party Software | No | No | Yes | Yes | Yes |
| Concierge Support Team | No | No | No | No | Yes |
| Training and Workshops | No | No | Yes | Tailored | Tailored |
*The percentage cost is based on the monthly AWS usage.
Choosing the Right Plan
- Basic Support: Suitable for individual developers or users experimenting with AWS.
- Developer Support: Designed for early-stage startups or small businesses needing technical support during business hours.
- Business Support: Ideal for organizations running production workloads on AWS requiring 24/7 technical support and faster response times.
- Enterprise On-Ramp Support: Geared towards mid-sized organizations needing enhanced support and proactive guidance without the full features of the Enterprise plan.
- Enterprise Support: Best for large enterprises with mission-critical applications requiring the highest level of support, including proactive guidance and a dedicated TAM.
By understanding the features and benefits of each support plan, you can choose the one that best fits your organization’s needs and ensure your AWS environment is well-supported and optimized for performance and cost.