Amazon Web Services (AWS) offers an array of support options to its consumers to ensure that their cloud computing journey is seamless. As an AWS Certified Cloud Practitioner, understanding these support options is crucial for maintaining AWS architectural systems. Coveted AWS support options include customer service and communities, AWS Developer Support, AWS Business Support, AWS Enterprise On-Ramp Support, and AWS Enterprise Support.
AWS Customer Service and Communities
AWS Customer Service and Communities provides access to a range of resources for gaining detailed insights and answering any queries you may have. The AWS community includes a wide variety of forums and discussion groups where you can interact and discuss issues with other users. AWS documentation, whitepapers, and FAQs are accessible at any time and are quite comprehensive in dealing with a broad spectrum of troubleshooting, advanced concepts, and best practices. Furthermore, AWS customer service is available to answer billing questions while also helping to create and manage AWS accounts.
AWS Developer Support
The Developer support plan primarily targets individual developers or small startups that use AWS for hosting their development environments. This support gives you access to a global team of AWS experts via email during business hours. It also includes client-side diagnostic tools, as well as troubleshooting support. It provides a reliable avenue to understand operational issues and software bugs by leveraging AWS Support API and Trusted Advisor. The response time varies depending upon the severity of your submitted tickets. Developer support also provides access to the AWS Technical Support engineers via email during local business hours, making problem resolution easier.
AWS Business Support
The business support plan is designed for enterprises running production workloads on AWS. It provides 24/7 access to cloud support engineers via email, chat, and phone. The support extends to architectural guidance, both during the migration stage and when optimizing AWS workloads. AWS Business support includes infrastructure event management, which aids in delivering a smooth experience during planned events with high volumes of traffic. A typical feature of this support scheme is the TrustedAdvisor Tool, which audits environment regularly for assessing how to save costs, enhance performance, and increase security levels.
AWS Enterprise On-Ramp Support
AWS Enterprise On-Ramp Support is a unique support model that aids enterprises to build their businesses on AWS Cloud. It provides access to a Concierge team, which helps you sort your billing, conducts account investigations, and manages service limit increase requests. Alongside these services, you receive basic technical support directly from AWS via email, and you are also guaranteed service-level agreement-backed responsiveness.
AWS Enterprise Support
For bigger organizations, AWS provides Enterprise support plans. Like the Business support plan, this offers 24 x 7 tech support from senior engineers and includes architectural guidance. You can also take advantage of a dedicated Technical Account Manager (TAM) who will proactively monitor your environment and activities. Furthermore, the enterprise support provides Infrastructure Event Management, AWS operations support, and proactively recommended architectural guidance and best practices.
Comparison of AWS Support Options
| Support Plan | Ideal for | Services Included |
|---|---|---|
| Customer Service and Communities | All AWS customers | Forums, Documentation, and Customer service for account & billing |
| Developer Support | Individual developers or small startups | Business-hour support, General architecture support |
| Business Support | Enterprises using AWS for production workloads | 24/7 access to Cloud Support Engineers, Infrastructure event management, Trusted Advisor |
| Enterprise On-Ramp Support | Businesses needing assistance in transitioning | Concierge team, basic email support, SLA-backed responsiveness |
| Enterprise Support | Large businesses and Enterprises | 24/7 tech support, Dedicated TAM, Proactive guidance |
Constantly familiarizing yourself with these support options ensures you can guide and leverage the most suitable support plan according to the needs of your organization.
AWS provides a wide array of comprehensive resources to leverage regardless of your subscription plan. This wealth of resources ensures that the journey of any AWS customer is thoroughly enriching and they are never stranded without any assistance.
Practice Test
Single Select Question: Which AWS Support Option is designed for businesses with large and complex operations?
- A. AWS Developer Support
- B. AWS Business Support
- C. AWS Enterprise Support
- D. AWS Enterprise On-Ramp Support
Answer: C. AWS Enterprise Support
Explanation: AWS Enterprise Support is designed to provide robust and responsive support for businesses with large operations and sophisticated infrastructures.
True/False: AWS Developer Support plan only provides support during normal business hours.
Answer: False
Explanation: AWS Developer Support is available 24/
Multiple Select Question: What are the features of AWS Business Support option?
- A. 24/7 access to Cloud Support Engineers
- B. Third-party software support
- C. Infrastructure event management
- D. Access to AWS Trusted Advisor
Answer: A, C, D
Explanation: AWS Business Support option provides 24/7 access to Cloud Support Engineers, Infrastructure event management, and AWS Trusted Advisor access but does not include third-party software support.
Single Select Question: AWS customer service and communities is best suited for which type of AWS customers?
- A. Large enterprises
- B. Mid-size businesses
- C. Developers
- D. All of the above
Answer: D. All of the above
Explanation: AWS customer service and communities are available for all AWS customers, regardless of their size or particular needs.
True/False: AWS Enterprise On-Ramp Support is designed to assist businesses in migrating to the cloud.
Answer: True
Explanation: AWS Enterprise On-Ramp Support is designed to help businesses that are new to AWS with the goal of accelerating their migration to the cloud.
Multiple Select Question: What are the common benefits provided by all AWS Support plans?
- A. 24/7 customer service
- B. Access to AWS Trusted Advisor
- C. Infrastructure event management
- D. Access to AWS forums
Answer: A and D
Explanation: All AWS Support plans provide 24/7 customer service and access to AWS forums.
Single Select Question: Which AWS Support plan offers the highest level of service?
- A. AWS Developer Support
- B. AWS Business Support
- C. AWS Enterprise Support
- D. AWS Enterprise On-Ramp Support
Answer: C. AWS Enterprise Support
Explanation: AWS Enterprise Support offers the highest level of service including the most comprehensive and proactive capabilities.
True/False: AWS Enterprise Support plan provides access to AWS Support API.
Answer: True
Explanation: AWS Enterprise Support plan does offer access to AWS Support API.
Multiple Select Question: Which AWS Support plans provide access to AWS Trusted Advisor?
- A. AWS Developer Support
- B. AWS Business Support
- C. AWS Enterprise Support
- D. AWS Enterprise On-Ramp Support
Answer: B and C
Explanation: Only AWS Business Support and AWS Enterprise Support plans provide access to AWS Trusted Advisor.
Single Select Question: What is the primary purpose of AWS Developer Support?
- A. To help large enterprises realize the value of AWS
- B. To help organizations during the migration phase
- C. To provide proactive guidance for business planning
- D. To help developers build and run applications in the AWS Cloud
Answer: D. To help developers build and run applications in the AWS Cloud
Explanation: AWS Developer Support is designed to help developers troubleshoot and solve issues related to building and running applications in the AWS Cloud.
Interview Questions
What is AWS Developer Support Plan?
AWS Developer Support Plan provides customer service, community support, and technical support for AWS customers who are experimenting or testing out AWS services. It offers business hour access to customer service, documentation, whitepapers, support forums, and more.
How does AWS Business Support assist AWS customers?
AWS Business Support offers 24/7 access to cloud support engineers via phone, email, and chat. It provides rapid response times, infrastructure event management, trusted advisor best practices, use-case guidance, and support API.
What is AWS Enterprise Support?
AWS Enterprise Support provides the broadest and deepest range of support and has the fastest response times. It includes 24/7 access to senior cloud support engineers, a designated support team, and a technical account manager.
Is AWS Developer Support Plan suitable for production system application issues?
No, AWS Developer Support is intended for non-production environment issues only. For production system application issues, AWS recommends using the Business or Enterprise support plans.
What is AWS Enterprise On-Ramp Support?
AWS Enterprise On-Ramp Support is a plan designed to provide customers with detailed guidance as they ramp-up their use of AWS. It provides cloud check-up reviews, architecture review accelerators, and third-party software support.
Who can access AWS customer service?
All AWS customers can access AWS customer service for billing, account, and events issues.
What is ‘AWS Trusted Advisor’ in AWS Business Support?
AWS Trusted Advisor is a feature of AWS Business Support that provides real-time guidance to help provision your resources following AWS best practices. It helps reduce cost, increase performance, and improve security.
Does AWS provide support in multiple languages?
Yes, AWS provides support in multiple languages including English, Japanese, Korean, and Mandarin.
What is the main benefit of having a Technical Account Manager within the AWS Enterprise Support Plan?
With a Technical Account Manager, AWS customers get a primary point of contact who provides advocacy and strategic guidance to help plan and build solutions using AWS best practices.
What is the primary function of the AWS support API?
AWS support API allows you to create, manage, and resolve your AWS Support cases programmatically. It makes it easier and more convenient to manage support issues.
Can a customer solve technical issues by themselves on AWS?
Yes, AWS provides documentation, whitepapers, and support forums where customers can solve technical issues by themselves. If they still face issues, they can opt for various AWS support plans.
How does AWS define ‘best practices’ in the context of Trusted Advisor?
AWS best practices are designed and tested architectures, techniques, and methodologies to help improve performance, security, and availability in your AWS environment.
What is Infrastructure Event Management in the AWS Business Support Plan?
Infrastructure Event Management (IEM) is an offering in the AWS Business Support Plan where AWS support team works directly with your team to provide architectural and scaling guidance for an upcoming event.
Is the developer support plan applicable for enterprises?
The AWS Developer support plan is available for both individuals and businesses that are testing or doing early development on AWS and want the ability to get technical support during business hours.
How can a customer change their AWS support plan?
Customers can change their AWS Support plan from the AWS Management console by navigating to the Support Center and then selecting ‘Change your Support plan’. They then choose the desired support plan and follow on-screen instructions.
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