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AWS lesson

AWS Support Plans – Overview

AWS provides four support plans designed to meet the needs of different types of customers – from individual developers learning AWS, to large enterprises requiring mission‑critical 24/7 assistance. Each plan provides a combination of technical support, guidance, and best practices.


1. Basic Support (Free)

Description: Automatically included with all AWS accounts.
What’s Included:

  • 24/7 access to documentation, whitepapers, and support forums.
  • Limited access to AWS Trusted Advisor (core checks only: security & service limits).
  • Access to AWS Personal Health Dashboard for service status.

Best For:

  • Individuals or small teams experimenting with AWS.
  • Workloads not requiring guaranteed technical support.

2. Developer Support

Pricing: Starting at $29/month.
What’s Included:

  • Business hours email access to Cloud Support Associates.
  • General guidance within 24 hours; system‑impairing issues within 12 hours.
  • Best practice guidance for usage and architecture.
  • Access to AWS Trusted Advisor (Core + best practice checks).

Best For:

  • Developers testing, building, or early‑stage projects in non‑production environments.

3. Business Support

Pricing: Starting at $100/month (or based on usage, whichever is greater).
What’s Included:

  • 24/7 access to Cloud Support Engineers via email, chat, and phone.
  • Response times:
    • Production system impaired: < 1 hour
    • Production system down: < 1 hour
  • Full set of AWS Trusted Advisor checks.
  • Access to AWS Support API for programmatic case management.
  • Third‑party software support (via AWS Marketplace).

Best For:

  • Small to medium businesses with production workloads on AWS.
  • Teams needing proactive guidance and operational support.

4. Enterprise Support

Pricing: Starts at $15,000/month.
What’s Included:

  • 24/7 access to Senior Cloud Support Engineers.
  • Response times:
    • Business‑critical system down: < 15 minutes
  • Technical Account Manager (TAM): A designated advisor providing proactive guidance, cost optimization, and best practices.
  • Well‑Architected Reviews and Operations Support.
  • Concierge support for billing and account management.

Best For:

  • Large enterprises running mission‑critical workloads.
  • Organizations with compliance, governance, and availability at scale.

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