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.

Notes

• For more information about the different AWS Support plans, see Compare AWS Support plans.

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

Topics

• Features of AWS Support plans
• Creating support cases and case management
• Monitoring, resolving, and reopening your case
• Access permissions for AWS Support
• Changing your AWS Support plan
• Using AWS Support with an AWS SDK

Features of AWS Support plans

AWS Support offers five support plans:

• Basic

• Developer

• Business

• Enterprise On-Ramp

• Enterprise

Basic Support offers support for account and billing questions and service quota increases. The other plans offer a 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 Basic Support:

• 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

• Client-side diagnostic tools

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

• Supports an unlimited number of support cases that can be opened by one primary contact, which is the AWS account root user.

In addition, customers with a Business, Enterprise On-Ramp, 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. You can access all Trusted Advisor checks.

• 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.

• Supports an unlimited number of AWS Identity and Access Management (IAM) users who can open technical support cases.

In addition, customers with an Enterprise On-Ramp or Enterprise Support plan have access to these features:

• Application architecture guidance – Consultative 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 Compare AWS Support plans. Some features, such as 24/7 phone and chat support, aren't available in all languages.