Getting started with AWS Support - AWS Support

Getting started with AWS Support

AWS Support offers a range of plans that provide access to tools and expertise that support the success and operational health of your AWS solutions. All support plans provide 24/7 access to customer service, AWS documentation, technical papers, and support forums. For technical support and more resources to plan, deploy, and improve your AWS environment, you can choose a support plan that best aligns with your AWS use case.

To create a case in the AWS Management Console, see Creating a support case.

Features of AWS Support plans

AWS Support offers four support plans: Basic, Developer, Business, and Enterprise.

The Basic plan is Use with caution of charge and offers support for account and billing questions and service quota increases. The other plans offer an Avoid (rewrite) number of technical support cases with pay-by-the-month pricing and no long-term contracts.

All AWS customers automatically have 24/7 access to these features of the Basic support plan:

  • One-on-one responses to account and billing questions

  • Support forums

  • Service health checks

  • Documentation, technical papers, and best practice guides

Customers with a Developer support plan have access to these additional features:

  • Best practice guidance

  • Building-block architecture support: guidance on how to use AWS products, features, and services together

  • AWS Identity and Access Management (IAM) to control user access to AWS Support

In addition, customers with a Business or Enterprise support plan have access to these features:

  • Use-case guidance – What AWS products, features, and services to use to best support your specific needs.

  • AWS Trusted Advisor – A feature of AWS Support, which inspects customer environments and identifies opportunities to save money, close security gaps, and improve system reliability and performance.

  • The AWS Support API to interact with Support Center and Trusted Advisor. You can use the AWS Support API to automate support case management and Trusted Advisor operations.

  • Third-party software support – Help with Amazon Elastic Compute Cloud (Amazon EC2) instance operating systems and configuration. Also, help with the performance of the most popular third-party software components on AWS. Third-party software support isn't available for customers on Basic or Developer support plans.

In addition, customers with an Enterprise support plan have access to these features:

  • Application architecture guidance – Contextual guidance on how services fit together to meet your specific use case, workload, or application.

  • Infrastructure event management – Short-term engagement with AWS Support to get a deep understanding of your use case. After analysis, provide architectural and scaling guidance for an event.

  • Technical account manager – Work with a technical account manager (TAM) for your specific use cases and applications.

  • White-glove case routing.

  • Management business reviews.

For more information about features and pricing for each support plan, see AWS Support and AWS Support features. Some features, such as 24/7 phone and chat support, aren't available in all languages.

Monitoring and maintaining your case

You can monitor the status of your case in Support Center. A new case begins in the Unassigned state. When an engineer begins work on a case, the status changes to Work in Progress. The engineer responds to your case, either to ask for more information (Pending Customer Action) or to let you know that the case is being investigated (Pending Amazon Action).

When your case is updated, you receive email with the correspondence and a link to the case in Support Center. However, you can't respond to case correspondence by email. Use the link in the email to navigate to the support case.

Note

You must sign in to the AWS account that submitted the support case. If you sign in as an IAM user, you must have the required permissions to view support cases. For more information, see Access AWS Support.

When you're satisfied with the response or your problem is solved, you can choose Close Case in Support Center. If you don't respond within ten days, the case is closed automatically. You can always reopen a resolved or closed case.

Be sure to create a new case for a new issue or question. If case correspondence strays from the original question or issue, a support engineer might ask you to open a new case. If you open a case related to old inquiries, include (where possible) the related case number so that we can refer to previous correspondence.

Case history

Case history information is available for 12 months after creation.