AWS Support Frequently Asked Questions

AWS Basic Support offers all AWS customers access to our Resource Center, Service Health Dashboard, Product FAQs, and Discussion Forums – at no additional charge. Customers who desire a deeper level of support can subscribe to AWS Support at the Business Support+, Enterprise, or Unified Operations level.

AWS Support provides assistance with AWS products, services, and Solutions, including guidance on integration, deployment, and best practices. The support covers troubleshooting of API and SDK issues, operational problems with AWS resources, and help with the AWS Management Console and tools. Basic configuration support is also available for common third-party applications like operating systems, web servers, databases, and email systems. However, AWS Support does not include custom code development, software debugging, system administration tasks, or remote access to customer systems and accounts.

AWS Support cannot be purchased for individual services. Instead, it provides comprehensive coverage across the entire AWS service portfolio. This all-inclusive approach was designed because most customers use multiple AWS services that interact with each other, and many support issues involve the integration and interaction between different services. This comprehensive coverage ensures seamless support for your entire application ecosystem, regardless of which AWS services you currently use.

The Business Support+, Enterprise, and Unified Operations plans allow an unlimited number of users to open technical support cases (supported by AWS Identity and Access Management (IAM)). Customers with the Basic Support plan cannot open technical support cases.

If you have a paid Support plan, you can open a web support case from Support Center. If you have Business, Enterprise, or Unified Operations, you can request that AWS contact you at any convenient phone number or start a chat with one of our engineers through Support Center or the AWS Support App in Slack.

You can also see your options for contacting Support on the Contact Us page.

If customers encounter issues after following our step-by-step documentation, they can provide details such as screen prints and logs through a Support case. For high-severity issues, AWS Business Support+, Enterprise Support and Unified Operations customers can chat with or call Support to receive help in real time. In some scenarios, Support provides detailed guidance through email. If necessary, Support will use our screen-sharing tool to remotely view the customer's screens to identify and troubleshoot problems. This tool is view-only—Support cannot act on behalf of customers within the screen-share session. Note, however, that the screen-share tool is not intended to assist with guiding customers through steps that are already documented. If a customer can’t use our screen sharing tool, AWS Support will try to use the screen share tool of the customer’s choice.

AWS Support is currently available in the following languages: Chinese, English, Japanese, and Korean. You may use one of the supported languages as your preferred contact language to access AWS Support. Note that Unified Operations is currently supported only in English and Japanese.

If you have Enterprise Support plan or above, we have Technical Account Managers who can speak and interact with you in the local language of Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Thai, and more. To know if we can interact in your language, contact your account management team or contact AWS sales support for more information.

The information you provide to AWS Support for purposes of general inquiries; technical, account, or billing support; or during interactions with AWS Support offerings or tools will be handled in accordance with the AWS Privacy Notice.

Important Changes:

• As part of our commitment to providing enhanced support capabilities we are transitioning Developer Support and Business Suport to our new AWS Business Support+ plan.
• AWS Business Support+ transforms your support experience by combining the power of generative AI with AWS's technical expertise.
• As of December 2nd, 2025, Developer Support and Business Support are no longer available for new subscriptions
• As of January 1st, 2027, Developer and Business Support plans will be discontinued.
• You can continue using your existing Developer and Business Support plans or choose to upgrade to AWS Business Support+ anytime before January 1st, 2027

The choice of how to engage - whether through AI first or direct human support - remains entirely up to you. You can create support cases directly and engage with AWS experts whenever you need to. However, the AI assistance is seamlessly integrated into the support experience, offering immediate insights and potential solutions while your case is being created. This means you might find quick resolutions even as you're preparing to engage with our support team.

No, your existing Business Support accounts will not be automatically migrated to Business Support+. You have full control over when and how you move to Business Support+. You can continue using your existing Business Support plan while evaluating Business Support+'s enhanced capabilities. When you're ready to transition, you can choose to migrate to Business Support+ at your own pace. We're providing a full year's transition period to ensure you can make this decision based on what works best for your organization. 

AWS Business Support+ gives you complete flexibility in your support engagement. While AI capabilities are integrated into the service, you can bypass the AI interaction and create a case directly to engage with our support experts. When you create a case, relevant fields are automatically populated based on your query, and you have full control to modify the subject, case type, service, and category before submission.

Though AWS Business Support+ integrates with AWS Organizations for subscription purposes, the AI assistant can only provide context-specific responses for the account you're currently accessing and within your IAM permissions. For resources outside your IAM policy scope, the assistant will provide only general guidance to maintain security boundaries.

At present, the AI assistant in AWS Business Support+ only operates in English. However, you can start your interaction in English and then switch to your preferred language when creating a support case. We're actively expanding our AI language capabilities, beginning with currently supported AWS Support languages and eventually planning to match AWS's complete language offering.

Yes, you can access AI assistance for any AWS service through Business Support+. The AI assistant is fully equipped to handle technical questions across the entire AWS service catalog. If you need more urgent help or want to speak with a specialist, you can still engage directly with AWS experts at any time.

The Service Level Objective (SLO) timer starts when you submit your case, and the response time depends on the severity level you select. While the AI provides immediate assistance, it works independently of these SLOs. AI responses are typically instant but aren't bound by specific time commitments.

No, you'll actually gain additional features. Business Support+ includes everything from your current support plan while adding new capabilities. You'll get real-time contextual responses through generative AI and faster response times - 30 minutes for critical issues, which is twice as fast as traditional Business Support. Plus, the pricing is more affordable, with the minimum monthly fee reduced from $100 to $29.

Currently, you can only access the AI assistant capabilities in AWS classic regions. However, AWS is working on expanding this service to special regions including China, GovCloud, and ESC regions. They'll announce updates as these regions become available for AI support interactions.

Our AI assistant may provide initial responses to support cases when appropriate, based on case severity and other factors. If additional assistance is needed, cases are automatically routed to our Cloud Support Engineers. Customers can also request to speak with an engineer at any time.

No, customers are not charged separately for interactions with our AI agents. These capabilities are included as part of your support plan.

Yes, IDR and CDP will continue to be available as optional add-on services to Enterprise Support customers.

Customers on Enterprise On-Ramp will continue to be supported through December 31, 2026, providing ample time for transition planning. For customers with contractual commitments for Enterprise On-Ramp, we will work with you separately to ensure that you continue to have the right level of Support for your use case.

We recommend that customers maintain Enterprise Support across all accounts within their organization for consistency and optimal Support delivery.

We are lowering the minimum price of Enterprise Support below Enterprise On-Ramp's minimum price, allowing more customers to access the benefits of the higher tier, including designated TAM, AWS Security Incident Response, and up to 15-min case response. With this change, we are enabling more customers to receive full Enterprise Support.

AWS Security Incident Response monitors and triages security findings from Amazon GuardDuty and third-party detection tools through AWS Security Hub. It surfaces and escalates security events, such as malicious activity and unauthorized behavior across your AWS environment. The service is built around the techniques listed in the MITRE ATT&CK® framework and the Threat Technique Catalog by AWS.

The only mandatory prerequisite is AWS Organizations. Amazon GuardDuty is highly recommended as it enhances the value of Security Incident Response. AWS Security Hub is required for third-party tools such as CrowdStrike Falcon, Trend Micro Cloud One, and Fortinet Lacework FortiCNAPP. If you don’t have GuardDuty or third-party findings through Security Hub, you can still create your own case for security concerns and get specialized assistance from the AWS Customer Incident Response Team (CIRT).

Onboarding to Security Incident Response takes less than 15 minutes, while fully operationalizing it may take up to 2-3 weeks depending on your existing tooling, workflows, and alerting mechanisms. This video walks you through how to set up the service.

Within 1-2 weeks of enrollment, AWS assigns Technical Account Managers and Domain Specialist Engineers who connect through customers' preferred collaboration tools (Slack, Teams or Google workspace) to guide a structured journey from risk to resilience. This begins with critcal workload assessment or proactive migration planning. We then integrate alarms while creating custom runbooks, escalation procedures, and execute Game day testing specific to your environment. Your team participates in knowledge transfer sessions with your designated support team, establishing strong working relationships from the beginning. Throughout the process, we maintain clear communication channels and processes, ensuring a smooth transition with minimal disruption to your operations.

To ensure you get the most value from Unified Operations and establish an effective partnership, we require a 3-month initial commitment. After this period, the service transitions to a flexible month-to-month arrangement, giving you complete control over your engagement.

No, the service does not include hands-on keyboard support that provides direct operational management of your AWS resource. It focuses on expert guidance, consultative support, and rapid incident response If hands-on operational support is needed, additional services can be arranged through your AWS Account team.

The first 60 days with Unified Operations begins with a Critical Workload Discovery session to identify and document essential workloads and their technical details. This is followed by a Critical Workload Review (CWR), where Technical Account Manager and Domain Specialist Engineer thoroughly examine the architecture and configuration, resulting in a detailed report of recommendations for improvements in service, operations, resiliency, security, and observability. Based on the CWR findings, specific workshops may be recommended in areas like Observability, Resilience, or Security. The process then moves to implementing 24x7 Proactive Monitoring, including alarm setup and runbook validation through a game day exercise. Finally, Security Incident Response is established by configuring a dedicated security tooling account, setting up team contacts, and optionally enabling Proactive Response for automatic security finding investigation.

Migration and peak event support is a Unified Operations feature that helps customers manage major system transitions or high-traffic events. AWS provides comprehensive support through four main phases: initial preparation and dashboard creation, architecture review with custom run-books, collaborative testing, and actual event support with post-event analysis. While AWS recommends 4 weeks of preparation time, they can work with as little as 2 weeks' notice. The service includes guidance and recommendations, though customers remain responsible for implementation. To maintain focus, we support one significant event at a time

To secure 5-minute response time, go to the AWS Support Center Console and create a Technical case. Select Incident Detection and Response as the service, Active Incident as the category, and Business-critical system down for severity. You can add additional email contacts for incident communications. This process is suitable whether you use proactive monitoring or not, or when incidents occur before alarm setup is complete. Making these specific selections is crucial to avoid any delays in troubleshooting.

AWS Unified Operations provides five minute response for severity-5 cases raised with “Incident Detection and Response" as the case type. Resolution effectiveness depends on available context. Alarm onboarded workloads benefit from immediate access to comprehensive workload information, while non-onboarded workloads begin with service health data and customer-provided information.

Reach out to your AWS account team to discuss subscription options or visit aws.amazon.com/support/plans where you can connect with our enterprise business development executives through a simple contact workflow. As an AWS enterprise customer, you can access Unified Operations through customized Private Addendums for private pricing. Contact your AWS account team to arrange an agreement that best suits your organization's operational needs.

Unified Operations is available in English and Japanese.

No, existing customers on Business Support and Enterprise Support will not see a cost increase. Existing customers will receive the same or lower costs for Support, with Enterprise Support featuring a minimum fee of $5,000, compared to $5,500 on Enterprise On-Ramp and $15,000 on Enterprise Support previously. Similarly, Business Support+ features a $29 monthly minimum, compared to $100 for Business Support previously. All new plans feature tiered pricing which offers increasing discounts based on AWS usage volume. These changes represent AWS's commitment to providing better value while enhancing service capabilities.

The required actions vary depending on your current plan. Enterprise On-Ramp customers will receive proactive communications through 2026, with no additional action required on their part. However, Developer Support and Business Support customers must actively opt-in to Business Support+ before January 1, 2027. Regardless of your plan, you'll receive email notifications 30 days before any changes to your account, giving you time to prepare or make alternative arrangements if needed.

All plans will now include AI-powered troubleshooting capabilities, making problem resolution faster and more efficient. AWS Security Incident Response is now included at no additional fee as part of Enterprise Support and Unified Operations. Response times for critical issues are also faster for both Enterprise Support (15 minutes, versus 30 minutes with Enterprise On-Ramp) and Business Support+ (30 minutes, versus 1 hour on Business Support). Developer Support customers upgrading to Business Support+ will also benefit from 24/7 Support access (compared to business-hours-only).

Business Support will stop accepting new subscriptions on December 2, 2025. Throughout 2026, AWS will manage phased transitions for existing customers, with all old plans officially shutting down on January 1, 2027. During this 13-month transition period, customers can continue using their existing plans, except for Developer Support customers who must make an active choice to opt-in to Business Support+ or accept a downgrade to Basic Support. This extended timeline ensures customers have adequate time to understand and prepare for the changes. and Developer Support plans will stop accepting new subscriptions on Dec 2, 2025. Customers can continue on their existing plan or change over to AWS Business Support+ at any time before January 1st, 2027.

You have flexibility in