AWS support plans and service level agreements (SLAs).
1. What are the different levels of AWS Support Plans?
AWS offers three levels of support plans: Basic, Developer, Business, and Enterprise.
2. What is included in AWS Basic Support?
AWS Basic Support provides access to AWS Trusted Advisor, AWS Personal Health Dashboard, AWS documentation, whitepapers, and support forums.
3. What is included in AWS Developer Support?
AWS Developer Support provides 24/7 support via email and phone, response within 12 hours, access to AWS Trusted Advisor, AWS Personal Health Dashboard, AWS documentation, whitepapers, and support forums.
4. What is included in AWS Business Support?
AWS Business Support provides 24/7 support via email, phone, and chat, response within 1 hour, access to AWS Trusted Advisor, AWS Personal Health Dashboard, AWS documentation, whitepapers, and support forums, as well as the ability to open an unlimited number of support cases.
5. What is included in AWS Enterprise Support?
AWS Enterprise Support provides 24/7 support via email, phone, and chat, response within 15 minutes, a designated technical account manager (TAM), access to AWS Trusted Advisor, AWS Personal Health Dashboard, AWS documentation, whitepapers, and support forums, as well as the ability to open an unlimited number of support cases.
6. What is an AWS SLA?
An AWS Service Level Agreement (SLA) is a commitment by AWS to provide a certain level of availability for a specified AWS service. The SLA specifies the availability target for the service and the compensation that AWS will provide if the service falls below this target.
7. Can I customize my AWS Support plan?
Yes, AWS provides the option to add additional services or features to your support plan for an additional fee.
8. What happens if AWS fails to meet its SLA?
If AWS fails to meet its SLA, customers may be eligible for a service credit, which is a percentage of the monthly charges for the affected service.
9. How do I access AWS Support?
You can access AWS Support through the AWS Support Center, where you can open a support case, view your support history, and manage your support plan.
10. Can I get a discount on AWS Support?
AWS provides discounts on its support plans for customers who use AWS services in a substantial way, such as those with a large number of instances or a high monthly spend.
11. What is the AWS Trusted Advisor?
AWS Trusted Advisor is a tool that provides recommendations to improve the security, performance, and cost-effectiveness of your AWS environment. It is included in all AWS support plans except for Basic Support.
12. How does AWS Personal Health Dashboard work?
The AWS Personal Health Dashboard provides real-time visibility into the health of your AWS resources and services. It proactively informs you of any potential issues, service degradation, or scheduled maintenance events that might impact your resources.
13. What is a Technical Account Manager (TAM)?
A Technical Account Manager (TAM) is a dedicated technical resource provided by AWS to customers with Enterprise Support. The TAM acts as a single point of contact and provides proactive guidance, best practices, and technical expertise to help customers optimize their use of AWS.
14. Is AWS Support available in all regions?
AWS Support is available in all regions where AWS services are offered. Availability of specific support plans and services may vary by region.
15. What happens if I exceed my support case limit?
If you exceed your support case limit, you will be asked to upgrade your support plan or purchase additional support cases.
16. How do I get started with AWS Support?
To get started with AWS Support, sign in to the AWS Management Console and navigate to the AWS Support Center. From there, you can choose the support plan that best fits your needs, manage your support cases, and access AWS resources and tools.
17. How do I determine which AWS Support Plan is right for me?
The best AWS Support Plan for you depends on the level of support and resources you need. For example, if you’re just starting out with AWS, the Basic Support Plan may be sufficient, but if you need 24/7 support and a faster response time, the Developer or Business Support Plan might be a better fit. If you have a complex AWS environment and need a dedicated technical resource, the Enterprise Support Plan may be the best option.
18. Can I change my AWS Support Plan at any time?
Yes, you can change your AWS Support Plan at any time by upgrading or downgrading to a different plan.
19. What happens if I cancel my AWS Support Plan?
If you cancel your AWS Support Plan, you will no longer have access to AWS Support services, tools, and resources, and your support cases will be closed.
20. What happens if I don’t renew my AWS Support Plan?
If you don’t renew your AWS Support Plan, it will expire and you will no longer have access to AWS Support services, tools, and resources. To continue receiving support, you will need to sign up for a new support plan.
21. How do I get more information about AWS Support Plans and SLAs?
To get more information about AWS Support Plans and SLAs, visit the AWS Support website or contact AWS Support for assistance.
22. What types of issues are covered by AWS Support?
AWS Support covers a wide range of issues, including technical support for AWS services, guidance on architecture and design, and assistance with account and billing-related inquiries. AWS Support also provides access to tools and resources to help you troubleshoot and resolve issues quickly.
23. Can I get support for custom code or application issues?
Yes, AWS provides support for custom code or application issues as part of its Developer and Business Support Plans. The Enterprise Support Plan includes even more comprehensive support for custom code and applications.
24. What is the response time for AWS Support?
The response time for AWS Support varies depending on the level of support you have chosen. The Basic Support Plan provides a response time of 12 hours, while the Developer and Business Support Plans provide a response time of 1 hour. The Enterprise Support Plan provides a response time of 15 minutes for critical issues.
25. Does AWS Support offer training or certification resources?
Yes, AWS Support offers a variety of training and certification resources, including online training courses, instructor-led training, and certification exams. These resources can help you gain the skills and knowledge you need to use AWS services effectively.
26.What is the AWS Support API?
The AWS Support API is a set of APIs that allows you to programmatically manage your AWS Support cases and access AWS resources and tools. With the AWS Support API, you can automate tasks, integrate with other tools, and get real-time updates on your support cases.