AWS Customer Support


Cost Management and Customer Support
4m 28s

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AWS offers several services to help businesses review, manage and optimize their costs, as well as help accounts maximize investments in any reserved services. Watching this course, you’ll learn about the various billing and cost management services available, what they do, and when they can best help you.

In addition, AWS offers a wide variety of services through customer support, far beyond the documentation and support forums that are available online to every AWS customer. This course teaches you the different levels of customer support available, what they offer, and who the ideal customers are for each level.

Learning Objectives

By the end of this course, you should be able to:

Intended Audience

This course is designed for:

  • Anyone preparing for the AWS Certified Cloud Practitioner
  • Managers, sales professionals and other non-technical roles


Before taking this course, you should have a general understanding of basic cloud computing concepts.


If you have thoughts or suggestions for this course, please contact Cloud Academy at


- [Instructor] Hello, and welcome to this lecture on AWS Customer Support. I'm John Chell, and I'll be your instructor for this lecture. Now that we've introduced AWS cost management services, this lecture will review the customer support plans AWS offers, and how they work at a high level. The learning objectives for this course are, you should be able to name the different customer support plans, understand what each plan provides, know the differences between each individual plan, and describe the ideal customer for each plan. So let's get started. What customer support plans does AWS offer? There are four choices available.

First is basic, the default plan for all users, which is free. There are three other levels with monthly subscription fees. In ascending order, they are developer, which is intended for individual users familiarizing themselves with AWS who would like technical assistance periodically. Developer has the lowest subscription fee. Next is business. Which is designed for companies with multiple accounts running production environments, or using a few services very extensively. Business has a higher subscription fee. Then finally comes enterprise. Enterprise is designed for companies with multiple AWS accounts running business-critical, large scale production environments. Enterprise has the highest subscription fee. And those are the four AWS customer support plans.

Now we'll discuss each feature offered with each service plan, starting with the features available on basic customer support plans. The first feature is called Customer Service and Communities. All plans, basic through enterprise, have 24 hour access to customer service every day of the week, as well as access to AWS documentation, white papers, and the AWS support forums. Next, we have best practices provided by AWS Trusted Advisor. All plans have access to AWS Trusted Advisor checks. Basic and developer plans have six core checks related to AWS best practices. Business and enterprise plans have access to all Trusted Advisor checks. Next, health status and notifications. All support plans have access to the Personal Health Dashboard, which monitors the health of AWS services in regions and availability zones, and notifies you of any issues that could affect your account. In addition to Dashboard access, business and enterprise plans have access to the AWS Health API. We've now covered all services available on a basic support plan.

As a final overview, before we move on, here you can see where the benefits are the same for each service, and where there are differences based on subscription type. Now we'll discuss what is provided with paid subscriptions to customer support, including the developer, business, and enterprise plans. First, technical support.

These three plans all receive technical support, but as you can see, the availability of technical support, the options to contact technical support, and the level of the support technician vary for each plan. Next, opening cases. Developer, business, and enterprise plans can each open an unlimited number of cases. However, business and enterprise plans may do this programmatically, using IAM, while developer plans may not.

When opening a case, each plan offers a different variety of severity levels that receive different response times from AWS. We won't cover each severity level individually. Instead, let's focus on the highest case severity level available to each plan, and AWS' agreed response time for that severity level. The highest severity level available to developer subscribers is system impaired, and AWS will respond within 12 hours to these cases.

For business subscribers, the highest severity level is production system down, and AWS will respond within one hour to these cases. For enterprise subscribers, the highest severity level is business-critical system down, and AWS will respond within 15 minutes to these cases. One quick note about case response times. The agreed response time only applies to the initial response to AWS from each case. The timeframe for follow ups from AWS will vary.

Next, architectural support. Developer, business and enterprise plans all receive architectural support, but the level of review and guidance provided by AWS varies for each support plan. As you can see, developer receives general advice, while enterprise receives the most specific guidance, which includes consultations with AWS on design as well as architecture review, and an assigned account manager. Now, the remaining support services are only available to the business or enterprise plans, so we'll cover these a few at a time. Business and enterprise accounts both receive programmatic case management with the AWS Support API, and the same level of 3rd party software support. Support at launch is available with the business plans for an additional fee, but is included at no cost for accounts with an enterprise support plan.

The remaining support services are available under the enterprise plan only. Here is a list of all the enterprise only services. With this list, you can see that enterprise customers receive dedicated AWS staff to help them with their support issues, but also reviews of their operations process, and system architecture, in addition to added training materials. This concludes the list of features offered by AWS Support. To quickly summarize what we covered, we reviewed what support plans are offered by Aws, the general customers these plans are designed for, what each plan provides, and the differences between each plan. In our next lecture, we'll quickly review what we've covered in this course. If you're ready to continue, let's keep going.

About the Author
Learning Paths

John enjoys the mixture of creativity and learning science in educational publishing, with a focus on building and organizing assessment. Outside of work, he is an audiophile who loves exploring new music, teaching his daughter new songs and attending and performing in live music shows.