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AWS offers four levels of support plans, each providing different levels of access to technical experts, response times, and advisory services. Choosing the right plan depends on your organisation's size, criticality of workloads, and need for expert guidance.
| Feature | Basic | Developer | Business | Enterprise |
|---|---|---|---|---|
| Cost | Free | From $29/month or 3% of monthly usage | From $100/month or 10% of monthly usage | From $15,000/month or custom pricing |
| Technical support | None | Business-hours email | 24/7 phone, email, chat | 24/7 phone, email, chat |
| Who can open cases | Account and billing only | 1 primary contact | Unlimited contacts | Unlimited contacts |
| Trusted Advisor | Core checks only | Core checks only | Full set of checks | Full set of checks |
| TAM | No | No | No | Yes — dedicated Technical Account Manager |
| Concierge | No | No | No | Yes — billing and account experts |
| Infrastructure Event Management | No | No | Available (extra fee) | Included |
Every AWS account includes Basic Support at no cost.
Developer Support is designed for individual developers or small teams experimenting with AWS.
| Feature | Details |
|---|---|
| Technical support | Email access to Cloud Support Associates during business hours |
| Response times | General guidance: < 24 hours, System impaired: < 12 hours |
| Contacts | 1 primary contact can open technical cases |
| Architecture support | General guidance on how to use AWS services together |
| AWS Support API | Programmatic access to support cases |
The greater of:
Business Support is designed for production workloads and growing organisations.
| Feature | Details |
|---|---|
| Technical support | 24/7 phone, email, and chat access to Cloud Support Engineers |
| Response times | General: < 24h, System impaired: < 12h, Production system impaired: < 4h, Production system down: < 1h |
| Contacts | Unlimited IAM users can open cases |
| Trusted Advisor | Full set of checks across all five categories |
| Third-party support | Help with third-party software running on AWS |
| Support API | Full access to programmatically manage cases |
| Infrastructure Event Management | Available for an additional fee — AWS helps you plan for launches, migrations, and advertising campaigns |
| AWS Managed Services | Eligible to use AMS (additional fee) |
The greater of:
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