How can an AWS user with an AWS Basic Support plan obtain technical assistance from AWS

We recommend AWS Business Support if you have production workloads on AWS and want 24x7 access to technical support and architectural guidance in the context of your specific use-cases.

In addition to enhanced technical support and architectural guidance, Business Support provides access to third-party software support, documentation and forums, AWS Trusted Advisor, AWS Personal Health Dashboard, AWS Support API, and launch and event planning.

Learn About AWS Business Support

Technical and billing support

Enhanced technical support

24x7 access to Cloud Support Engineers via phone, chat, and web. You can have an unlimited number of contacts that can open an unlimited amount of cases. Response times for general guidance is less than 24 hours, system impaired is less than 12 hours, production system impaired is less than 4 hours, and production system down is less than an hour.

Third-party software support

Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components.

Customer service and communities

Self-service support

AWS Trusted Advisor

AWS Trusted Advisor provides you real time guidance to help you provision your resources following AWS best practices. Trusted Advisor checks, with full set of checks included with Business Support, help optimize your AWS infrastructure, increase security and performance, reduce your overall costs, and monitor service limits.

AWS Personal Health Dashboard

AWS Personal Health Dashboard provides a personalized view of the health of AWS services, and alerts when your resources are impacted. Also includes the AWS Health API for integration with your existing management systems.

AWS Support API

AWS Support API provides programmatic access to AWS Support Center features to create, manage, and close your Support cases, and operationally manage your Trusted Advisor check requests and status.

AWS Support Automation Workflows

AWS Support Automation Workflows enable you to diagnose and resolve common Support issues following AWS best practices. Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport is included with Business Support.

AWS Support App in Slack

The AWS Support App in Slack allows you to engage with AWS Support and manage your cases directly in Slack without having to sign in to the AWS Support Center Console. You can create cases, add correspondence, search previous cases, and request a live chat with AWS Support directly in Slack without having to switch applications.

Proactive services

Launch and event planning

Infrastructure Event Management (IEM) offers architecture and scaling guidance and operational support during the preparation and execution of planned events such as shopping holidays, product launches, or migrations. IEM is avaliable for an additional fee for Business Support customers.

Architectural support

Contextual guidance on what AWS products, features, and services to use to best support your specific needs. AWS Solutions Architects leverage the AWS Well-Architected framework when providing recommendations.

See pricing details and resources to learn more about Business Support.

Customers

“We view AWS Support as an extension of our DevOps and engineering teams and can, at any time, get into details to understand systems or incidents with the help of the AWS Support experts. We get access to the AWS Personal Health Dashboard, which helps us plan out our ops activities in advance, and AWS Trusted Advisor, which enables our ops team to centrally monitor our environment and take preventative actions. With a relatively small engineering team we are confident about being totally self-sufficient because we know AWS Support has our back when we need it the most.”

Guruprasad GV, Chief Architect, Moonfrog Labs

“Relying on AWS Business Support helps us move faster as a business. Through the architectural guidance and best practices we received from the AWS team, we learned how to best leverage AWS services to get the best solution to market for our customers.”

Dan Gross, Vice President of Business Development, WhiteSource

View the case study

"Leveraging AWS Support has been key in addressing issues that we may experience.”

Chad Marino, Executive Director of Technology Services, Kaplan, Inc.

View the case study

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