Cloud vendors Enterprise Support provides you with services like Concierge, with a primary focus on helping you achieve results and succeed in the cloud.
With enterprise support, you get 24/7 technical support, tools, and technology from top engineers to automatically manage the health of your environment; advisory architectural guidance for your applications and use cases; and a designated technical account manager [ TAM] to coordinate access to proactive / prevention programs and contact with cloud vendors subject matter experts.
In addition to the services provided by Basic Support, Enterprise Support also provides the following services:
Cloud vendors Trusted Advisor – Implement a full set of Trusted Advisor checks and provide guidance to provision resources according to best practices to help reduce costs, improve performance and fault tolerance, and enhance security.
Cloud vendors Personal Health Dashboard – A personalized view of the health of cloud vendors services, sending alerts when resources are impacted. Also included is the Health API for integration with existing management systems.
Cloud vendors Support API-Programmatic access to the cloud vendors Support Center’s capabilities to create, manage, and close support cases, and manage Trusted Advisor check requests and status during operations.
Support Availability
We're ready to help you, no matter what hours you keep. Our Developer-level tier offers support via email Monday through Friday 9 a.m.–6 p.m. in China time. Customers subscribed to Business Support, Enterprise On-Ramp and Enterprise Support have access to support at any time, 24 hours a day, 7 days a week, and 365 days
per year via phone, chat, and email.
Scope of Support
Our Amazon Web Services Technical Support tiers cover development and production issues for Amazon Web Services products and services, along with other key stack components:
- "How to" questions about Amazon Web Services services and features
- Best practices to help you successfully integrate, deploy, and manage applications in the cloud
- Troubleshooting API and Amazon SDK issues
- Troubleshooting operational or systemic problems with Amazon Web Services resources
- Issues with our Management Console or other Amazon Web Services tools
- Problems detected by EC2 health checks
- A number of third-party applications such as OS, web servers, email, VPN, databases, and storage configuration
- Amazon Web Services Support does not include:
- Code development
- Debugging custom software
- Performing system administration tasks
- Database query tuning
Support Center
From the Support Center, all Amazon Web Services Support customers on an enhanced service tier can:
- Open a case online with Support via email [web support], chat, or phone
- Send us more information by adding additional correspondences to your existing case
- Check on the status of your open cases
- Track any telephone or online correspondence between you and our developer support engineers
- View the Service Health Dashboard for each Amazon Web Services region
- Jump to other handy resources like the Discussion Forums and the Product FAQs
Contact Methods
From the Support Center, all Developer-level and higher Support
customers can open a case online. Customers subscribed to Business Support, Enterprise On-Ramp and Enterprise Support can ask Amazon Web Services to call at any convenient phone number or strike up a conversation with one of our engineers via chat. Enterprise-level customers also have direct access to their dedicated Technical Account Manager.
Support for Health Checks
Health Checks monitor the health and status of Amazon Web Services services,
and the status of these checks is displayed in the Amazon Web Services Management Console. When a check does not pass, customers have the option to open a high-priority ticket with Technical Support for assistance. Health Checks are currently available for Amazon EC2 instances and Amazon EBS volumes.
Case Severity and Response Times
Our goal is to provide an appropriate level of urgency to each case based on the impact to your
business or application. Opening cases with the appropriate level of severity will help us get you in touch with the right Support professionals within the target response times.
Severity
Critical: Your business is at risk. Critical functions of your application are unavailable.
Urgent: Your business is significantly impacted. Important functions of your application are unavailable.
High: Important functions of your application are
impaired or degraded.
Normal: Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question.
Low: You have a general development question, or you want to request a feature.
Response Times
Our target response time will vary based on the impact you tell us the issue is having on your business. We will make every reasonable effort to respond to your initial request within the
timeframes in the table below.
*Business hours are generally defined as 9:00 AM to 6:00 PM in China time, excluding holidays and weekends.
Best Practice and New Feature Guidance
We provide best practice recommendations to improve performance and efficiency. We make recommendations on how new Amazon Web Services offerings may fit your use case.
Third-Party Software Support
Business Support, Enterprise On-Ramp and Enterprise Support include support for common operating systems and common application stack components. Amazon Web Services Support engineers can assist with the setup, configuration, and troubleshooting of the following third-party platforms and applications.
Operating systems on EC2 instances:
- Ubuntu Server
- Red Hat Enterprise Linux and Fedora
- SUSE Linux [SLES and openSUSE]
- CentOS Linux
- Microsoft Windows Server 2008
- Microsoft Windows Server 2008 R2
- Microsoft Windows Server 2012
- Microsoft Windows Server 2012 R2
Infrastructure components: Sendmail and Postfix MTAs
- OpenVPN and RRAS
- SSH, SFTP, and FTP
- LVM and Software RAID
Web servers:
- Apache
- IIS
- Nginx
Databases:
- MySQL
- Microsoft SQL Server
Additional Details:
- Third-party software support
is available only to Amazon Web Services Support customers subscribed to Business Support, Enterprise On-Ramp or Enterprise Support.
- Amazon Web Services Support does not provide hands-on systems administration. Our advice is intended for experienced systems administrators and IT staff.
- Amazon Web Services Support does not provide support for third-party software not listed here.
- Support in non-English languages is provided best effort.
- Third-party support applies only to software running on Amazon EC2 and does not extend to assisting with on-premises software, with the exception of VPN tunnel configuration for supported devices for Amazon VPC.
- Amazon Web Services Support response times [e.g.