AWS Enterprise Support is the highest tier of AWS support plans, designed for organizations running mission-critical workloads on AWS. This premium support level provides comprehensive assistance for businesses requiring maximum operational efficiency and guidance.<br><br>Key features of AWS Enterp…AWS Enterprise Support is the highest tier of AWS support plans, designed for organizations running mission-critical workloads on AWS. This premium support level provides comprehensive assistance for businesses requiring maximum operational efficiency and guidance.<br><br>Key features of AWS Enterprise Support include:<br><br>**24/7 Technical Support**: Enterprise customers receive round-the-clock access to Cloud Support Engineers via phone, chat, and email for any technical issues, with response times as fast as 15 minutes for business-critical system down situations.<br><br>**Technical Account Manager (TAM)**: A designated TAM serves as your primary point of contact, providing proactive guidance, architectural reviews, and operational support. The TAM helps optimize your AWS environment and ensures alignment with best practices.<br><br>**Concierge Support Team**: This team assists with billing and account inquiries, helping manage costs and navigate AWS services efficiently.<br><br>**Infrastructure Event Management**: AWS provides planning and support for significant events like product launches or migrations, ensuring your infrastructure performs optimally during critical periods.<br><br>**Well-Architected Reviews**: Enterprise customers receive regular reviews of their workloads against AWS best practices across security, reliability, performance, cost optimization, and operational excellence.<br><br>**Training Credits**: Access to self-paced labs and training resources helps teams develop AWS skills.<br><br>**Response Times**: Enterprise Support offers the fastest response times - 15 minutes for critical issues, 1 hour for urgent cases, and 4 hours for high-priority matters.<br><br>**Pricing**: Enterprise Support operates on a tiered pricing model, typically starting at $15,000 per month or a percentage of monthly AWS usage, whichever is greater.<br><br>This support tier is ideal for large enterprises, government agencies, and organizations where system downtime translates to significant business impact. The investment provides peace of mind through dedicated resources and proactive engagement with AWS experts.
AWS Enterprise Support - Complete Guide
What is AWS Enterprise Support?
AWS Enterprise Support is the highest tier of AWS Support plans, designed for organizations running business and mission-critical workloads on AWS. It provides the most comprehensive support experience with the fastest response times, dedicated resources, and proactive guidance.
Why is AWS Enterprise Support Important?
Enterprise Support is crucial for large organizations because it offers:
• 24/7 access to Cloud Support Engineers via phone, chat, and email • 15-minute response time for business-critical system down situations • Technical Account Manager (TAM) - a dedicated AWS expert who understands your business and provides proactive guidance • Concierge Support Team for billing and account assistance • Infrastructure Event Management for product launches and migrations • Well-Architected Reviews to optimize your architecture • Operations Reviews to identify gaps in operations
How AWS Enterprise Support Works
When you subscribe to Enterprise Support, you gain access to:
Technical Account Manager (TAM): Your TAM acts as your primary point of contact. They provide consultative architectural and operational guidance, coordinate access to programs, and help you optimize your AWS environment.
Response Times: • General guidance: less than 24 hours • System impaired: less than 12 hours • Production system impaired: less than 4 hours • Production system down: less than 1 hour • Business-critical system down: less than 15 minutes
AWS Trusted Advisor: Full access to all Trusted Advisor checks for cost optimization, security, fault tolerance, performance, and service limits.
Support API: Programmatic access to AWS Support Center features for case management automation.
Key Features Unique to Enterprise Support
• Technical Account Manager (TAM) - exclusive to Enterprise tier • Concierge Support Team - exclusive to Enterprise tier • 15-minute response for business-critical issues • Infrastructure Event Management included at no additional cost • Access to online self-paced labs • Proactive programs and reviews
Enterprise Support Pricing
Enterprise Support is priced at the greater of $15,000 per month or a percentage of monthly AWS usage, which decreases at higher usage levels.
Exam Tips: Answering Questions on AWS Enterprise Support
1. TAM Questions: If a question mentions needing a dedicated technical resource, proactive guidance, or a designated point of contact, the answer is Enterprise Support. The TAM is exclusive to this tier.
2. Response Time Questions: Remember that 15-minute response time for critical issues is only available with Enterprise Support. Business Support offers 1-hour response as its fastest option.
3. Concierge Team: Questions about billing assistance or account management from a dedicated team point to Enterprise Support.
4. Infrastructure Event Management: While Business Support offers this for an additional fee, Enterprise Support includes it at no extra cost.
5. Cost Considerations: Enterprise Support is the most expensive tier. Questions asking about the most cost-effective support for small businesses should not select Enterprise Support.
6. Comparison Questions: Know the differences between Business and Enterprise Support. Both offer 24/7 support, but Enterprise adds TAM, Concierge, and faster response times.
7. Look for Keywords: Terms like mission-critical, large enterprise, dedicated support, proactive guidance, and fastest response typically indicate Enterprise Support is the correct answer.
8. Trusted Advisor: Both Business and Enterprise Support provide full Trusted Advisor access, so this alone does not distinguish between the two.