Support AvailabilityWe're ready to help you, no matter what hours you keep. Our Developer-level tier offers support via email Monday through Friday 9 a.m.–6 p.m. in China time. Customers subscribed to Business Support, Enterprise On-Ramp and Enterprise Support have access to support at any time, 24 hours a day, 7 days a week, and 365 days
per year via phone, chat, and email. Show
Scope of SupportOur Amazon Web Services Technical Support tiers cover development and production issues for Amazon Web Services products and services, along with other key stack components:
Support CenterFrom the Support Center, all Amazon Web Services Support customers on an enhanced service tier can:
Contact MethodsFrom the Support Center, all Developer-level and higher Support
customers can open a case online. Customers subscribed to Business Support, Enterprise On-Ramp and Enterprise Support can ask Amazon Web Services to call at any convenient phone number or strike up a conversation with one of our engineers via chat. Enterprise-level customers also have direct access to their dedicated Technical Account Manager. Support for Health Checks Health Checks monitor the health and status of Amazon Web Services services,
and the status of these checks is displayed in the Amazon Web Services Management Console. When a check does not pass, customers have the option to open a high-priority ticket with Technical Support for assistance. Health Checks are currently available for Amazon EC2 instances and Amazon EBS volumes. Case Severity and Response TimesOur goal is to provide an appropriate level of urgency to each case based on the impact to your
business or application. Opening cases with the appropriate level of severity will help us get you in touch with the right Support professionals within the target response times. SeverityCritical: Your business is at risk. Critical functions of your application are unavailable. Response TimesOur target response time will vary based on the impact you tell us the issue is having on your business. We will make every reasonable effort to respond to your initial request within the
timeframes in the table below. *Business hours are generally defined as 9:00 AM to 6:00 PM in China time, excluding holidays and weekends. Best Practice and New Feature GuidanceWe provide best practice recommendations to improve performance and efficiency. We make recommendations on how new Amazon Web Services offerings may fit your use case. Third-Party Software SupportBusiness Support, Enterprise On-Ramp and Enterprise Support include support for common operating systems and common application stack components. Amazon Web Services Support engineers can assist with the setup, configuration, and troubleshooting of the following third-party platforms and applications. Operating systems on EC2 instances:
Infrastructure components: Sendmail and Postfix MTAs
Web servers:
Databases:
Additional Details:
Trusted Advisor
Infrastructure Event Management (IEM)Amazon Web Services Infrastructure Event Management is a short-term engagement with Amazon Web Services Support, included with Enterprise Support, included one-per-year with Enterprise On-Ramp, and available for additional fee for Business Support customers. Amazon Web Services Infrastructure Event Management partners with your technical and project
resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event. Common use-case examples for Amazon Web Services Event Management include advertising launches, new product launches, and infrastructure migrations to Amazon Web Services. Amazon Web Services ConciergeYour Amazon Web Services Concierge is a senior customer service agent who is assigned to your account when you subscribe to an Enterprise or qualified Reseller Support plan. This Concierge agent is your primary point of contact for billing or account inquiries; when you don’t know whom to call, they will find the right people to help. In most cases, the Amazon Web Services Concierge is available during regular business hours in your headquarters’ geography. The best way to contact the Amazon Web Services Concierge is through the Amazon Web Services Support Center. Here are some of the questions that you might ask your Amazon Web Services Concierge:
Amazon Web Services Support APIThe Amazon Web Services Support API allows you to programmatically interact with your Support cases (create, edit, close) and access/refresh Trusted Advisor best
practices recommendations. For more information, see the Amazon Web Services Support Documentation. Technical Account Manager (TAM)For Enterprise-level customers, a TAM provides technical expertise for the full range of Amazon Web Services services and obtains a detailed understanding of your use case and technology architecture. TAMs work with Amazon Web
Services Solution Architects to help you launch new projects and give best practices recommendations throughout the implementation life cycle. Your TAM is the primary point of contact for ongoing support needs, and you have a direct telephone line to your TAM. Management Business ReviewsFor Enterprise-level customers, a TAM helps you tier, execute, and evaluate your infrastructure performance. The TAM conducts regular performance reviews,
participates in requested meetings, and collaborates on new launches to ensure readiness. White-Glove Case RoutingCases submitted by Enterprise On-Ramp and Enterprise Support customers are routed directly to specially trained engineers to ensure fast, accurate resolution of critical issues. Resolved CasesAfter we've responded to your case, we work with you to identify and resolve your problem. We consider cases resolved if:
For recurring issues, you can choose to reopen the case.
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Operated By Sinnet Our support for Internet Explorer ends on 07/31/2022. Supported browsers are Chrome, Firefox, Edge, and Safari. Which of the following AWS Support plans provide programmatic access to AWS support?AWS Support API provides programmatic access to AWS Support Center features to create, manage, and close your Support cases, and operationally manage your Trusted Advisor check requests and status.
What does the AWS concierge support team provide?AWS Support gives customers help on technical issues and additional guidance to operate their infrastructures in the AWS cloud.
Which of the following is available across all AWS support plans?All support plans provide 24/7 access to customer service, AWS documentation, technical papers, and support forums.
Which of the following AWS Support Plans provides access to infrastructure event management for an additional fee?AWS Infrastructure Event Management
The program is included in the Enterprise Support plan and is available to Business Support customers for an additional fee.
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