Support

Question 1

Trusted Advisor

Answer 1

• No install
• High-level account assessment
  Business & Enterprise Support plan for:
• Full set of checks
• Programmatic Access using AWS Support API

Question 2

Trusted Advisor Categories

Answer 2

• Cost optimization
• Performance
• Security
• Fault Tolerance
• Service Limits
• Operational Excellence

Question 3

AWS Basic Support Plan

Answer 3

• Free
• Customer Service & Communities 24x7 access to cust service, documentation, whitepapers, and forums
• AWS Trusted Advisor - Free tiers
• AWS Personal Health Dashboard - personalized view of the health of AWS Services

Question 4

AWS Developer Support Plan

Answer 4

• All Basic Support Plan+
• Business hours email access to Cloud Support Associates
• Unlimited cases / contacts
• Case serverity response times
  Genral guidance: < 24 business hours
  System impaired: < 12 business hours

Question 5

AWS Business Support Plan (24/7)

Answer 5

• Intended for production workloads
• Trusted Advisor full access
• 24x7 phone, email, and chat access to Cloud Support Engineers
• Unlimited cases and contacts
• Access to Infrastructure Event Management for additional fee
• Case serverity response times
  Genral guidance: < 24 business hours
  System impaired: < 12 business hours
  Prod system impaired: < 4 hours
  Prod system down: < 1 hour

Question 6

AWS Enterprise On-Ramp Support Plan (24/7)

Answer 6

• For Prod or business critical workloads
• All of Business Support Plan +
• Access to a pool of Technical Account Managers (TAM)
• Concierge Support Team (billing and account best practices)
• **Infrastructure Event Management, Well-Architected, & Operations Reviews
• Case serverity response times
  Genral guidance: < 24 business hours
  System impaired: < 12 business hours
  Prod system impaired: < 4 hours
  Prod system down: < 1 hour
  Business-critical system down: < 30 min

Question 7

AWS Enterprise Support Plan (24/7)

Answer 7

• Intended for Mission critical workloads
• All of Business Support Plan +
• Access to a designated Technical Account Manager (TAM)
• Concierge Support Team (billing and account best practices)
• **Infrastructure Event Management, Well-Architected, & Operations Reviews
• Case serverity response times
  Genral guidance: < 24 business hours
  System impaired: < 12 business hours
  Prod system impaired: < 4 hours
  Prod system down: < 1 hour
  Business-critical system down: < 15 min