4.3 AWS Support Plans
Key Takeaways
- AWS offers four Support plans: Basic (free), Developer (\$29+/month), Business (\$100+/month), and Enterprise (\$15,000+/month).
- Only Business and Enterprise Support include 24/7 phone, chat, and email support AND full Trusted Advisor checks.
- Enterprise Support includes a dedicated Technical Account Manager (TAM) and a Concierge Support Team for billing and account issues.
- The Enterprise On-Ramp plan (\$5,500+/month) provides a pool of TAMs and all Business features with faster response times.
- Response times get faster with higher-tier plans: Enterprise provides 15-minute response for business-critical system down.
Last updated: March 2026
AWS Support Plans
Quick Answer: AWS offers five support tiers: Basic (free), Developer ($29+/mo), Business ($100+/mo), Enterprise On-Ramp ($5,500+/mo), and Enterprise ($15,000+/mo). Key differentiators: TAM requires Enterprise, full Trusted Advisor requires Business+, 24/7 phone support requires Business+.
Support Plan Comparison
| Feature | Basic | Developer | Business | Enterprise On-Ramp | Enterprise |
|---|---|---|---|---|---|
| Price | Free | $29+/mo | $100+/mo | $5,500+/mo | $15,000+/mo |
| Who Can Open Cases | None (billing only) | 1 primary contact | Unlimited contacts | Unlimited contacts | Unlimited contacts |
| 24/7 Support | No | No (business hours email) | Yes (phone, chat, email) | Yes (phone, chat, email) | Yes (phone, chat, email) |
| Trusted Advisor | 7 core checks | 7 core checks | All checks | All checks | All checks |
| TAM | No | No | No | Pool of TAMs | Dedicated TAM |
| Concierge | No | No | No | No | Yes |
| Infrastructure Event Mgmt | No | No | Extra fee | 1 per year | Included |
| Training | No | No | No | No | Online self-paced labs |
Response Time Comparison
| Severity | Description | Basic | Developer | Business | Enterprise On-Ramp | Enterprise |
|---|---|---|---|---|---|---|
| General | General question | N/A | 24 business hours | 24 hours | 24 hours | 24 hours |
| System Impaired | Non-critical function impaired | N/A | 12 business hours | 12 hours | 12 hours | 12 hours |
| Production System Impaired | Important functions impaired | N/A | N/A | 4 hours | 4 hours | 4 hours |
| Production System Down | Business significantly impacted | N/A | N/A | 1 hour | 1 hour | 1 hour |
| Business-Critical System Down | Business at risk | N/A | N/A | N/A | 30 minutes | 15 minutes |
Plan Details
Basic Support (Free)
- Included for all AWS customers at no cost
- 24/7 access to customer service for billing and account questions only
- Access to AWS documentation, whitepapers, and support forums
- 7 core Trusted Advisor checks
- AWS Personal Health Dashboard
- No technical support cases — cannot contact AWS about service issues
Developer Support ($29+/month)
- Best for experimenting with AWS or early development
- Business-hours email access to Cloud Support Associates
- 1 primary contact can open support cases
- General guidance: < 24 business hours
- System impaired: < 12 business hours
Business Support ($100+/month)
- Best for production workloads
- 24/7 phone, chat, and email access to Cloud Support Engineers
- Unlimited contacts can open support cases
- Full Trusted Advisor checks (all 115+ checks)
- AWS Support API for programmatic case management
- Third-party software support (guidance on OS and AWS stack configuration)
- Production system down: < 1 hour response
Enterprise On-Ramp ($5,500+/month)
- Best for business-critical workloads needing faster response
- All Business Support features
- Pool of Technical Account Managers (not dedicated)
- 1 Infrastructure Event Management per year included
- Business-critical system down: < 30 minutes response
Enterprise Support ($15,000+/month)
- Best for mission-critical workloads
- All Business Support features
- Dedicated Technical Account Manager (TAM)
- Concierge Support Team for billing and account optimization
- Infrastructure Event Management included
- Operations reviews and Well-Architected reviews
- Business-critical system down: < 15 minutes response
Key Roles in Enterprise Support
Technical Account Manager (TAM)
A TAM is a designated technical point of contact who:
- Provides proactive guidance and best practice recommendations
- Assists with architecture reviews
- Coordinates access to AWS programs and specialist teams
- Conducts regular operational reviews
On the Exam: If a question mentions a TAM, the answer involves Enterprise Support (dedicated) or Enterprise On-Ramp (pooled).
Concierge Support Team
The Concierge team helps with:
- Billing and account inquiries
- Cost optimization recommendations
- Reserved Instance and Savings Plans guidance
- Account consolidation
On the Exam: Concierge = Enterprise Support ONLY (not Enterprise On-Ramp).
Quick Decision Guide
| Scenario | Recommended Plan |
|---|---|
| Individual learning or experimenting | Basic or Developer |
| Small production workload | Business |
| Multiple production workloads, need fast response | Business or Enterprise On-Ramp |
| Mission-critical systems, need dedicated TAM | Enterprise |
| Need a Concierge for billing optimization | Enterprise |
| Need full Trusted Advisor checks | Business, Enterprise On-Ramp, or Enterprise |
Test Your Knowledge
Which AWS Support plan includes a dedicated Technical Account Manager (TAM)?
A
B
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D
Test Your Knowledge
What is the fastest response time for a business-critical system down issue on the Enterprise Support plan?
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B
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D
Test Your Knowledge
Which is the MINIMUM Support plan that provides 24/7 phone, chat, and email technical support?
A
B
C
D
Test Your Knowledge
All Trusted Advisor checks are available starting from which Support plan?
A
B
C
D
Test Your KnowledgeMulti-Select
Which TWO features are exclusive to the Enterprise Support plan (not available on Business or Enterprise On-Ramp)? (Select TWO)
Select all that apply
Full Trusted Advisor checks
Dedicated Technical Account Manager
24/7 phone support
Concierge Support Team
AWS Support API