AWS Support comes in different tiers, each designed to cater to different user needs. These include the Basic, Developer, Business, and Enterprise plans.
- Basic: This Free tier offers 24/7 access to forums, documentation, whitepapers, and support center. It’s ideal for those testing or exploring AWS services.
- Developer: Specifically designed for testing and developing on AWS, it offers one primary contact, business-hour access to Cloud Support Associates via email, and 12-24 hour response time for general guidance queries.
- Business: It’s for running production workloads in AWS. It provides 24/7 chat, phone, and email access to Cloud Support Engineers, 1-hour response time for production system impairment issues, and includes full set of Trusted Advisor checks.
- Enterprise: This plan is for businesses running mission-critical workloads in AWS. It provides the fastest response times (15 minutes for business-critical system down issues), includes a dedicated Technical Account Manager (TAM), and access to Infrastructure Event Management (IEM) during large events.
The following table gives a brief overview of the various plans:
| Support Plans | Usage | Contact | Availability | Response Time |
|---|---|---|---|---|
| Basic | Exploring AWS | Forums | 24/7 | N/A |
| Developer | Testing and developing | One primary contact via email | Business hours | 12-24 hours |
| Business | Running production workloads | 24/7 via chat, phone, and email | 24/7 | 1 hour |
| Enterprise | Mission-critical workloads | 24/7 via chat, phone, and email and a dedicated TAM | 24/7 | 15 minutes |
AWS Trusted Advisor
Any user preparing for the AWS Certified Cloud Practitioner (CLF-C02) exam should familiarize themselves with the AWS Trusted Advisor tool. It’s an automated system that monitors your AWS environment and provides real-time guidance to provision your resources following the best practices. Trusted Advisor provides checks in the area of cost optimization, security, fault tolerance, performance, and service limits.
AWS Personal Health Dashboard
AWS Personal Health Dashboard offers alerts and remedies for AWS infrastructure issues that impact your applications. While AWS Service Health Dashboard provides a broad view of AWS service status, the Personal Health Dashboard gives a personalized view into the performance and availability of the AWS services underlying your AWS resources.
Conclusion
It’s essential to identify the correct AWS support plan for your needs and understand the additional AWS features that can aid in your cloud operations. This knowledge not only prepares you for the AWS Certified Cloud Practitioner (CLF-C02) exam but also helps in effectively managing and scaling your AWS resources.
And remember, the best way to learn is by doing. Don’t hesitate to delve deeper into AWS support by setting up your AWS account and trying out the different support plans, working with Trusted Advisor, or navigating through the Personal Health Dashboard.
After all, AWS support is all about making your experience with AWS easier and more productive, ensuring you can focus on what matters most – your cloud operations.
Practice Test
True/False: AWS always offers free customer support for all services.
- True
- False
Answer: False
Explanation: Basic Support is offered free by AWS, including support forums and important security alerts. However, advanced types of support like Business and Enterprise support are paid.
Which of the following is NOT a type of AWS customer support plan?
- a) Basic
- b) Business
- c) Premium
- d) Enterprise
Answer: c) Premium
Explanation: AWS offers three support plans: Basic, Business, and Enterprise. There is no Premium plan.
Basic AWS support is available 24/
- True
- False
Answer: False
Explanation: Basic Support only gives access to customer service and technical support for health checks and account/billing questions. It does not provide 24/7 access to customer service.
Which AWS support plan is the only one to offer a Service Level Agreement(SLA)?
- a) Basic
- b) Business
- c) Enterprise
Answer: c) Enterprise
Explanation: The Enterprise plan comes with an SLA, which guarantees a response within 15 minutes for mission-critical issues.
Multiple Select: AWS Business Support includes:
- a) 24/7 access to Cloud Support Engineers
- b) Access to a Concierge Team
- c) General guidance and best practices
- d) Full access to Trusted Advisor
Answer: a) 24/7 access to Cloud Support Engineers, b) Access to a Concierge Team, d) Full access to Trusted Advisor
Explanation: AWS Business Support includes 24/7 access to Cloud Support Engineers, access to a Concierge Team, and full access to Trusted Advisor but does not include general guidance and best practices.
True/False: AWS Trusted Advisor is an automated online tool that helps you reduce cost, increase performance, and improve security by optimizing your AWS environment.
- True
- False
Answer: True
Explanation: AWS Trusted Advisor is a proactive monitoring tool which provides insights to reduce costs, improve system performance, and tighten security measures.
True/False: AWS does not provide consultation to optimize the use of services.
- True
- False
Answer: False
Explanation: Both AWS Business and Enterprise support plans provide consultation and help optimizing the use of AWS services.
Which support plan would suit a big enterprise with several mission-critical workloads on AWS?
- a) Basic
- b) Business
- c) Enterprise
Answer: c) Enterprise
Explanation: The Enterprise Plan is designed to meet the needs of large businesses with several mission-critical workloads on AWS. It provides the fastest response times and an assigned Technical Account Manager.
Which AWS support plan offers architectural guidance and best practices for building on AWS?
- a) Basic
- b) Business
- c) Enterprise
Answer: b) Business and c) Enterprise
Explanation: Both Business and Enterprise support plans offer architectural guidance and best practices for building applications on AWS.
Within the AWS Enterprise Support, customers are assigned a dedicated Support Concierge contact.
- True
- False
Answer: True
Explanation: In the AWS Enterprise Support, each customer has an assigned Support Concierge, who is a named contact to help with billing, case management, and service limit increases.
Interview Questions
What are the main tiers of Amazon AWS support plans?
Developer, Business, and Enterprise.
Which AWS support plan includes “general guidance” where AWS Support can answer questions about AWS services and features?
All plans: Basic, Developer, Business, and Enterprise.
What services are included in the Business level AWS support plan that are not included in the Developer level plan?
The Business level plan includes Infrastructure Event Management, 24/7 phone access, chat access, and third-party software support, which are not included in the Developer plan.
What role does AWS Trust Advisor play in AWS customer support?
AWS Trusted Advisor provides real-time guidance to help you provision your resources following AWS best practices. It provides checks in the categories of cost optimization, security, fault tolerance, service limits, and performance.
Which AWS support plan provides the shortest response time for production system down (severity 1)?
The Enterprise support plan offers a significantly reduced response time for production system down (less than 15 minutes).
What is Infrastructure Event Management (IEM) in AWS support?
Infrastructure Event Management, available with Business Support and Enterprise Support, provides planning and support for the successful execution of events, such as product launches or large-scale advertising campaigns.
What type of support is available under the AWS basic support plan?
The Basic support plan only provides 24/7 access to customer service, documentation, whitepapers, and support forums.
How fast can a customer expect a response from AWS support under the Developer Support plan for a general guidance case?
A customer can expect a response within 24 hours under the Developer Support plan.
Can enterprise-level AWS support be utilized for third-party applications?
Yes, the enterprise-level AWS support covers third-party software.
How does Amazon AWS describe its Business Support Plan?
Their Business Support Plan provides 24/7 access to Cloud Support Engineers via Email, chat, and phone, infrastructure event management, AWS Trusted Advisor, and AWS Personal Health Dashboard.
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