Support

SAP requires customers to have a minimum of an AWS Business Support plan with AWS. This ensures that any critical issues raised with SAP are also handled by AWS on priority. AWS Business Support provides less than one hour response time for production down scenarios. For a response time of less than 15 minute for business critical systems along with other benefits, you can choose AWS Enterprise Support.

For any SAP application issues, AWS suggests that you raise an incident with SAP via the SAP Support portal. After the first level of investigation, SAP can redirect the incident to AWS Support if the issue is infrastructure-related. However, if you choose to raise support issues for SAP applications with AWS Support, we cannot redirect the tickets to SAP. For any infrastructure-related issues, you can raise the issue directly with AWS Support.