Co-Author: Sushant Paudyal
This blog offers information on AWS Support and how it facilitates ongoing client integration and support. Various plans from AWS Support are available, giving you access to resources and knowledge that will help your AWS solutions succeed and run smoothly. All support packages include round-the-clock access to customer service, AWS documentation, technical papers, and help forums. You can select a support package that most closely matches your AWS use case if you want technical support and more resources to plan, install, and enhance your AWS setup.
AWS Support:
Depending on your current or next planned use cases, AWS Support can offer you a special combination of tools and experience, regardless of whether you are just starting to use AWS services and apps as your business solutions. Here are the different types of support services to help customers plan, deploy and optimize with confidence:
- Proactive guidance: AWS Support offers proactive guidance through Technical Account Managers (TAM) who are designated as a user’s primary point of contact, providing guidance, architectural review, and continuous communication to keep you competent for deploying and optimizing your solutions.
- Best practices: AWS wants its users to follow the best practices for efficient performance with fault tolerance, so they offer a service that analyzes your AWS environment and recommends actions for improvements, AWS Trusted Advisor. AWS Trusted Advisor evaluates your accounts using checks and ultimately helps you create cost-optimal, high-performance, secure, and fault-tolerant resources.
- Account Assistance: AWS also offers a support AWS Concierge to provide quick and effective analysis on billing and account- issues. All non-technical billings along with account-level inquiries are addressed by this service.
Support plans by AWS:
AWS offers four support plans:
1. Basic support plan: This free plan offers the following services:
- 24/7 access to customer service, documentation, whitepapers, and support forums.
- Access to six core Trusted Advisor checks.
- Access to Personal Health Dashboard.
2. Developer support plan: This plan is for the customers testing early developments using AWS resources:
- Access to guidance and technical support.
- Provides services for non-production workloads with client-side diagnostic tools.
- Provides services for building block architecture support.
3. Business Support Plan: This plan offers resources for customers running production workloads on AWS:
- Users can use case guidance- what AWS products, services, and features are to support their specific needs.
- The AWS Identity and Access Management (IAM) users who can open support tickets under the subscription are unlimited.
- Support of third-party software with EC2 instance operating systems and configuration.
4. Enterprise Support Plan: This plan offers resources to the customers running businesses and mission-critical workloads on AWS:
- Availability of Technical Accounts Manager (TAM) for specific use cases and applications.
- Provides advice on the best application architecture to adopt for your particular use case, workload, or application.
- Short-term engagements with AWS Support to get deep analyses on created resources.
Note: Enterprise On-Ramp plan is also available if you want to use some enterprise support services and pay less than the enterprise support plan.
Here is the list of severity time, severity levels, and response time with appropriate support plans:
Source: aws.amazon.com
Here is the AWS Support Plan Pricing model:
Note that the pricing models have conditions, such as, for the Developer Support Plan it says “Greater of $29.00, or 3% of monthly AWS charges”. This means that you will have to pay the higher amount between $29.00 or 3% of your monthly bill after using the AWS services. This means that you have to pay a minimum of $29.00, or more if the second condition has greater numbers.
Summary:
- AWS Support can provide you with a unique combination of tools and expertise based on your current or future planned use cases.
- AWS offers fundamental support in services like AWS Trusted Advisor, AWS Concierge, and the facilities of Technical Accounts Manager (TAM).
- There are four main support plans based on the level of services: Basic, Developer, Business, and Enterprise support plans. The Basic Plan is only free.
- Response for assistance is provided according to the severity of a situation.
- Support services are charged as per a fixed amount or fixed rate according to usage.