Support Plans Flashcards
(59 cards)
What is AWS Support?
A service that provides technical support and guidance to help customers deploy, operate, and optimize their AWS infrastructure and applications
What are the different AWS Support plans?
Basic, Developer, Business, and Enterprise
What is Basic Support?
Free support plan that includes customer service and access to AWS documentation, whitepapers, and support forums
What is Developer Support?
A paid support plan suitable for developers and businesses running development workloads, includes email support, 12-hour response time, and general guidance
What is Business Support?
A paid support plan for production workloads, includes 24/7 email, chat, and phone support, 1-hour response time, infrastructure event management, and best practice guidance
What is Enterprise Support?
A premium support plan providing 24/7 phone, chat, and email support, fast response times, a designated Technical Account Manager (TAM), and proactive support and architectural guidance
What is the AWS Trusted Advisor?
A tool that provides best practice recommendations to help customers optimize their cost, performance, security, etc.
What is AWS Infrastructure Event Management?
A service included in Business and Enterprise Support plans that provides real-time notification and guidance during events that may impact the customer’s infrastructure
What is a Technical Account Manager (TAM)?
A dedicated advisor who provides personalized support and guidance to Enterprise Support customers, helping them optimize their AWS infrastructure
What is the AWS Personal Health Dashboard?
A personalized view into the performance and availability of the AWS services underlying a customer’s AWS resources
What is AWS Support API?
An API that allows customers to create and manage AWS Support cases programmatically
What is AWS Support Concierge?
A service available to Enterprise Support customers providing a personalized, one-on-one connection to AWS experts
What is the availability of Basic Support?
Email support during business hours
What are the benefits of Developer Support over Basic Support?
24/7 email support, phone support during business hours, and 12 hour response time if system impaired
What are the benefits of Business Support over Developer Support?
24/7 support, 4 hour response time for production system impaired, 1 hour response time for production system down, infrastructure event management, and best practice guidance
What are the benefits of Enterprise Support over Business Support?
Response times as low as 15 minutes for business critical system down, designated Technical Account Manager (TAM), and proactive support and architectural guidance
What type of support is suitable for individual developers, small businesses, startups, or anyone who is just getting started with AWS
Basic Support
What type of support is suitable for development workloads?
Developer Support
What type of support is suitable for production workloads with 24/7 availability?
Business Support or Enterprise Support
What is the response time for Business Support?
Response times for general guidance is less than 24 hours, system impaired is less than 12 hours, production system impaired is less than 4 hours, and production system down is less than an hour.
What is the response time for Enterprise Support?
Response times for general guidance is less than 24 hours, system impaired is less than 12 hours, production system impaired is less than 4 hours, production system down is less than an hour, and business critical system down is less than 15 minutes.
What is the fastest response time available for AWS Support?
15 minutes for urgent issues with AWS Enterprise Support
What is the availability of Basic Support?
Business hours email support
What is the availability of Developer Support
24/7 email support plus business hour chat support
