| Enterprise support ticket types | Account and Billing
Service Limit Increases
Technical Support |
| Enterprise Support contact options | unlimited contacts
unlimited cases
all trusted advisor checks
technical account manager
concierge support team
infrastructure event management
AWS Support API |
| Business Support ticket types | Account and Billing
Service Limit Increases
Technical Support |
| Business Support contact options | unlimited contacts
unlimited cases
all trusted advisor checks
24/7 email, phone, chat |
| Developer Support ticket types | Account and Billing
Service Limit Increases
Technical Support |
| Developer Support contact options | single cloud support associate
business hours email only
unlimited cases |
| Basic support ticket types | Account and Billing
Service Limit Increases |
| Basic Support contact options | 24/7 email |
| Support Plans | Basic
Developer
Business
Enterprise |
| Developer Support response times | guidance < 24
system impaired < 12 |
| Business support response times | guidance < 24
system impaired < 12
production impaired < 4
production down < 1 |
| Enterprise Support response times | guidance < 24
system impaired < 12
production impaired < 4
production down < 1
business critical < 15 |
| AWS Concierge | For enterprise ONLY
person
point of contact for billing or account enquiries |
