AWS Support

Support plans and assistance

Overview

AWS offers four support plans that differ in:

  • Cost
  • Response times
  • Access to AWS experts
  • Proactive guidance

🧠 All plans include basic customer service & billing support

Basic Support (Free)

Included with every AWS account.

Features:

  • 24/7 customer service
  • Billing & account support
  • Access to documentation & forums
  • AWS Trusted Advisor:
    • Core checks only

Does NOT include:

  • Technical support
  • Architecture guidance

Developer Support

Best for:

  • Early-stage development
  • Testing and prototyping

Features:

  • Business hours email support
  • General guidance (how-to questions)
  • Trusted Advisor:
    • Core checks

Response time:

  • General guidance: < 24 business hours

Business Support

Best for:

  • Production workloads
  • Business-critical applications

Features:

  • 24/7 phone, chat, and email support
  • Full Trusted Advisor checks
  • Access to AWS Support APIs
  • Third-party software support

Response times:

  • General guidance: < 24 hours
  • System impaired: < 12 hours
  • Production system impaired: < 4 hours

Enterprise Support

Best for:

  • Mission-critical workloads
  • Large enterprises

Features:

  • 24/7 priority support
  • Technical Account Manager (TAM)
  • Proactive architecture reviews
  • Cost optimization guidance
  • Infrastructure event management

Response times:

  • General guidance: < 24 hours
  • System impaired: < 12 hours
  • Production system impaired: < 4 hours
  • Business-critical outage: < 15 minutes

Trusted Advisor by Support Tier

| Support Plan | Trusted Advisor Access | | ------------ | ---------------------- | | Basic | Core checks only | | Developer | Core checks only | | Business | Full checks | | Enterprise | Full checks |

Exam Pattern Cheats

If the question mentions:

  • Free support → Basic
  • Email-only technical support → Developer
  • Production workloads → Business
  • 15-minute response time → Enterprise
  • Technical Account Manager (TAM) → Enterprise
  • Full Trusted Advisor checks → Business or Enterprise

Final Reality Check

  • Basic = billing + docs only
  • Developer = email support, business hours
  • Business = 24/7 production support
  • Enterprise = white-glove, panic-button tier

If the question sounds expensive, urgent, or executive…
👉 it’s probably Enterprise.

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