Amazon Web Services (AWS) offers several different Support plans for its customers. These plans provide access to technical support, as well as other benefits such as technical and account management guidance.
The Basic Support plan is included with all AWS accounts and provides access to documentation, whitepapers, and FAQs.
The Developer Support plan is intended for individual developers and small development teams. It provides 24/7 email and phone support for development and test environments.
The Business Support plan is intended for production environments and small to medium-sized businesses. It provides 24/7 phone and email support, as well as a designated Technical Account Manager (TAM) for account management and guidance.
The Enterprise Support plan is intended for large, complex production environments and provides all the benefits of the Business Support plan, as well as a designated Senior Technical Account Manager (STAM) for strategic guidance and support, and additional service level agreements (SLAs) for certain services.
AWS also offers a few add-on options that can be added to any of these plans like Application Management, Advanced Technical Support, and Architecture guidance.
Jaiinfoway provides Amazon Web Services (AWS) Support Plans, and offers technical support and other services to their customers who use AWS products and services. Jaiinfoway offers different levels of support, such as Basic Support, Developer Support, Business Support, and Enterprise Support. Each plan may have different features, such as 24/7 email and phone support, access to documentation, account management guidance, and designated technical support managers. Additionally,Jaiinfoway also offers add-on options like Application Management, Advanced Technical Support, and Architecture guidance. It would be beneficial to check the jaiinfoway website or contact them directly for more information about the specific AWS Support Plans and pricing.
The Basic Support plan is formerly available to all AWS customers by dereliction and is free of charge. It also offers support for account and billing questions including requests for service limit increases. This AWS Support type includes the following –
- Technical documentation, whitepapers, and FAQs on the AWS website
- Community support through the AWS Discussion Forums
- Access to the AWS Trusted Advisor service, which provides best practice recommendations to help optimize the performance, security, and cost of an AWS account.
With the Basic Support plan, customers can also open and manage support cases through the AWS Support Center, however, it doesn’t provide phone or email support and the customer will not have a designated account manager.
It is intended for users who are comfortable troubleshooting issues on their own using the provided documentation and community support. Additionally, the Basic Support plan is ideal for testing and development environments, users who have a good understanding of AWS and want to use AWS without spending additional cost.
Comparison of AWS Support Plans-
Amazon Web Services (AWS) offers several different Support plans that are tailored to the needs of different types of customers, including developers, businesses, and enterprises. Here is a comparison of the main AWS Support plans specifically in the context of use cases and additional benefits:
- Developer Support:
- Intended for individual developers and small development teams
- Use case: This plan is ideal for developers who are working on testing and development projects, and who are comfortable troubleshooting issues on their own using the provided documentation and community support.
- Additional Benefits: AWS Trusted Advisor best practice checks, access to documentation, whitepapers, and FAQs, community support through the AWS Discussion Forums.
- Business Support:
- Intended for production environments and small to medium-sized businesses
- Use case: This plan is ideal for businesses that are running production workloads on AWS and need access to 24/7 phone and email support. Additionally, the designated Technical Account Manager (TAM) can provide guidance on best practices, account management and optimization.
- Additional Benefits: AWS Trusted Advisor best practice checks, access to documentation, whitepapers, and FAQs, community support through the AWS Discussion Forums, Technical Account Management, Training, Account Assistance, Enhanced Technical Support, Programmatic Case Management, Third-Party Software Support, Proactive Programs.
- Enterprise Support:
- Intended for large, complex production environments
- Use case: This plan is ideal for large enterprises that have a significant number of workloads running on AWS and need additional service level agreements (SLAs) for certain services. The designated Senior Technical Account Manager (STAM) can provide strategic guidance and support.
- Additional Benefits: AWS Trusted Advisor best practice checks, access to documentation, whitepapers, and FAQs, community support through the AWS Discussion Forums, Technical Account Management, Training, Account Assistance, Enhanced Technical Support, Programmatic Case Management, Third-Party Software Support, Proactive Programs, Architectural Guidance, SLA for certain services.
- Enterprise On-Ramp:
- Designed for enterprises that are new to AWS
- Use case: This plan is ideal for enterprises that are new to AWS and need assistance with implementation, migration, and optimization. The Enterprise On-Ramp team can help with the adoption of AWS services and can provide guidance on best practices.
- Additional Benefits: AWS Trusted Advisor best practice checks, access to documentation, whitepapers, and FAQs, community support through the AWS Discussion Forums, Technical Account Management, Training, Account Assistance, Enhanced Technical Support, Programmatic Case Management, Third-Party Software Support, Proactive Programs, Architectural Guidance, SLA for certain services, Enterprise On-Ramp Team Assistance.
It’s worth noting that these plans can also be customized with add-on options like Application Management, Advanced Technical Support, and Architecture guidance. The pricing will be based on usage and the number of resources used, and the company’s specific needs. The AWS website provides more detailed information about the support plans, pricing and add-on options.
Customers with an Enterprise support plan on Amazon Web Services (AWS) receive the highest level of technical support and other services offered by AWS. These customers are typically large enterprises with complex production environments and a significant number of workloads running on AWS.
The Enterprise support plan includes all the benefits of the lower-level Business support plan, and also includes additional features such as:
- A designated Senior Technical Account Manager (STAM) who provides strategic guidance and support
- Additional service level agreements (SLAs) for certain services
- Access to a dedicated Support Concierge Team
- 24/7 phone and email support
- Access to AWS Trusted Advisor Best Practice Checks
- Access to documentation, whitepapers, and FAQs
- Community support through the AWS Discussion Forums
- Technical Account Management
- Training
- Account Assistance
- Enhanced Technical Support
- Programmatic Case Management
- Third-Party Software Support
- Proactive Programs
- Architectural Guidance
Technical Support Response Times
The technical support response times for Amazon Web Services (AWS) Support plans vary depending on the level of support and the plan you have purchased. Here is an overview of the typical response times for the main AWS Support plans:
- Basic Support:
- This plan provides access to documentation, whitepapers, FAQs, and community support through the AWS Discussion Forums.
- Technical support is not included in this plan.
- Developer Support:
- Provides 24/7 email and phone support for development and test environments
- Typically provides a response within 1 hour for critical issues and within 12 hours for non-critical issues
- Business Support:
- Provides 24/7 phone and email support
- Typically provides a response within 15 minutes for critical issues and within 2 hours for non-critical issues
- Enterprise Support:
- Provides 24/7 phone and email support
- Typically provides a response within 15 minutes for critical issues and within 1 hour for non-critical issues
- Enterprise On-Ramp:
- Typically provides a response within 15 minutes for critical issues and within 1 hour for non-critical issues
It’s worth noting that these are typical response times and actual response times may vary depending on the specific issue and the level of support that is needed. Additionally, response times are also dependent on the add-on options that you choose.