Support

AWS Support Plans

~ Last updated on : ~ jayendrapatil ~ 2 Comments

AWS Support Plans

AWS provides 4 AWS support plans with additional features with extra costs. The plans are in order of features and the features for lower support plans are available for higher one and not repeated.

NOTE – This post is more relevant for AWS Cloud Practitioner Certification

Basic

Developer

  • Business hours access to Cloud Support Associates via email
  • One primary contact can open Unlimited cases
  • Case Severity/Response times SLA (is in business hours)
    • General guidance < 24 business hours
    • System impaired < 12 business hours
  • General Guidance on Architecture support

Business

  • 24×7 access to Cloud Support Engineers via email, chat & phone
  • Access to Personal Health Dashboard & Health API
  • Access to full set of Trusted Advisor checks
  • Allows Unlimited contacts/Unlimited cases (IAM supported) to open cases
  • Case Severity/Response times SLA (is in hours)
    • General guidance < 24 hours
    • System impaired < 12 hours
    • Production system impaired < 4 hours
    • Production system down < 1 hour

Enterprise

  • 24×7 access to Sr. Cloud Support Engineers via email, chat & phone
  • Architecture support with Consultative review and guidance based on your applications
  • Access to a Well-Architected Review delivered by AWS Solution Architects
  • Operations Support for Operational reviews, recommendations, and reporting
  • Access to online self-paced labs
  • Account Assistance by Assigned Support Concierge
  • Proactive Guidance by Designated Technical Account Manager
  • Case Severity/Response times SLA
    • Business-critical system down < 15 minutes

AWS Certification Exam Practice Questions

  • Questions are collected from Internet and the answers are marked as per my knowledge and understanding (which might differ with yours).
  • AWS services are updated everyday and both the answers and questions might be outdated soon, so research accordingly.
  • AWS exam questions are not updated to keep up the pace with AWS updates, so even if the underlying feature has changed the question might not be updated
  • Open to further feedback, discussion and correction.
  1. Which AWS support plan has a dedicated technical account manager assigned for proactive guidance?
    1. AWS Basic support plan
    2. AWS Developer support plan
    3. AWS Business support plan
    4. AWS Enterprise support plan
  2. Which feature is available for all the AWS support plans?
    1. Technical Account Manager
    2. Assigned Support Concierge
    3. 24×7 access to customer service
    4. Access to Cloud Support resources

References

AWS_Support_Plans

AWS Support Tiers – Certification

~ Last updated on : ~ jayendrapatil ~ 1 Comment

AWS Support Tiers Plan

AWS provides Four Support tiers and is per AWS Account (except Enterprise)
    • Basic
        • Customer Service: one-on-one responses to account and billing questions
        • Support forums
        • Service health checks
      • Documentation, whitepapers, and best-practice guides
    • Developer
        • All the features from Basic Support Tier
        • Best-practice guidance
        • Client-side diagnostic tools
      • Building-block architecture support: guidance on how to use AWS products, features, and services together
    • Business
        • Phone/Email/Chat support,  1 hour response time
        • All the features from Developer Support Tier
        • Use-case guidance: what AWS products, features, and services to use to best support your specific needs
        • IAM for controlling individuals’ access to AWS Support
        • AWS Trusted Advisor, which inspects customer environments and identifies opportunities to save money, close security gaps, and improve system reliability and performance
        • An API for interacting with Support Center and Trusted Advisor, allowing for automated support case management and Trusted Advisor operations
      • Third-party software support: help with EC2 instance operating systems as well as the configuration and performance of the most popular third-party software components on AWS
  • Enterprise
      • 15 min response time, dedicated Technical Account Manager
      • All the features from Business Support Tier
      • Application architecture guidance: consultative partnership supporting specific use cases and applications
      • Infrastructure event management: short-term engagement with AWS Support to partner with your technical and project resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event
      • AWS Concierge
      • Technical account manager
      • White-glove case routing
    • Management business reviews

Support plan Comparison

AWS Certification Exam Practice Questions

  • Questions are collected from Internet and the answers are marked as per my knowledge and understanding (which might differ with yours).
  • AWS services are updated everyday and both the answers and questions might be outdated soon, so research accordingly.
  • AWS exam questions are not updated to keep up the pace with AWS updates, so even if the underlying feature has changed the question might not be updated
  • Open to further feedback, discussion and correction.
  1. What are the four levels of AWS Premium Support?
    • Basic, Developer, Business, Enterprise
    • Basic, Startup, Business, Enterprise
    • Free, Bronze, Silver, Gold
    • All support is free
  2. What is the maximum response time for a Business level Premium Support case?
    • 120 seconds
    • 1 hour
    • 10 minutes
    • 12 hours

References