Identifying AWS Support options for AWS customers (for example, customer service and communities, AWS Developer Support, AWS Business Support, AWS Enterprise On-Ramp Support, AWS Enterprise Support)

Amazon Web Services (AWS) offers a range of support options designed to meet the varying needs of its customers, from individuals and start-ups to large enterprises. Access to quality support is crucial for leveraging AWS’s vast array of cloud computing services effectively. The support plans include a mix of tools, programs, and access to AWS experts to ensure that customers can successfully deploy, manage, and scale their applications.

AWS Customer Service and Communities

AWS Customer Service provides all AWS customers with access to resources like documentation, whitepapers, support forums, and FAQs at no additional charge. These self-service resources can help users find answers to many common questions and issues.

AWS also hosts community platforms such as the AWS Developer Forums and the AWS re:Post community, where customers can get help from both AWS experts and community members. These forums cater to developers and system administrators seeking insights and advice on AWS services.

AWS Developer Support

AWS Developer Support is designed for developers or small teams who want the ability to contact AWS support during development and testing of applications. It offers:

• Business hours email access to Cloud Support Associates
• Unlimited cases with one primary contact
• General guidance (24×7) and system impaired (<12 business hours) response times

This level of support is mainly suitable for non-production or less critical workloads.

AWS Business Support

AWS Business Support provides 24×7 access to Cloud Support Engineers via phone, chat, and email. This plan is tailored for businesses with production workloads on AWS and includes a more expansive set of features:

• 24×7 access to customer service, Cloud Support Engineers, and AWS Trusted Advisor
• Unlimited contacts and unlimited cases with <1 hour response time for production system down issues
• Access to infrastructure event management for additional support during planned events
• Full set of Trusted Advisor checks and guidance to provision your resources following best practices

Business Support is suitable for businesses with critical dependency on AWS for their operations.

AWS Enterprise On-Ramp Support

AWS Enterprise On-Ramp Support is ideal for enterprises new to AWS or developing solutions on AWS. It provides all the features of AWS Business Support, with additional benefits tailored for large organizations, such as:

• Infrastructure event management: Assistance with planning and readiness prior to a large-scale event
• A Technical Account Manager (TAM): A single point of contact to provide advocacy and proactive support
• Access to application architecture guidance

Enterprise On-Ramp Support ensures that organizations get the help they need as they scale up their cloud operations.

AWS Enterprise Support

AWS Enterprise Support is the premier tier of AWS Support. It’s designed for large or complex organizations running mission-critical and enterprise-level systems on AWS. This plan offers the most extensive and detailed level of support:

• All the features of AWS Business Support
• A dedicated Technical Account Manager (TAM)
• Concierge Support Team: A dedicated group that provides billing and account assistance
• <15 minutes response time for critical system down issues
• Access to AWS Infrastructure Event Management for personalized support during critical events
• Proactive program reviews and workshops to review best practices and operations

Enterprise Support is aimed at ensuring enterprise customers have all the support resources they need, whenever they need them.

Support Plan Comparison

AWS customers should choose a support plan that aligns with their business needs and the criticality of their workloads in the AWS cloud. Whether that’s basic assistance during development periods, comprehensive support for production environments, or strategic business guidance for enterprise-level operations, AWS offers a tier suitable for every stage of the cloud journey.