AWS Support Plans
The tiers of technical support from Amazon Web Services, plus the free resources available to every account. Exam questions turn on which tier first unlocks a given capability, so the boundaries matter more than the details.
Plan lineup changed in late 2025
AWS restructured Support around AI-assisted plans: Basic (free), Business Support+, Enterprise Support, and Unified Operations. The older Developer, Business, and Enterprise On-Ramp plans are legacy — existing customers can keep them or upgrade, but AWS will discontinue them on January 1, 2027 (Enterprise On-Ramp customers are being auto-upgraded to Enterprise Support during 2026). Older exam material may still reference the legacy names; the tier boundaries below map onto them roughly one-for-one (Developer/Business → Business Support+, Enterprise On-Ramp/Enterprise → Enterprise Support).
Key points
- Basic — included with every account at no cost. Gives access to documentation, whitepapers, the support forums and community, and the core AWS Trusted Advisor checks. No technical support cases beyond account and billing.
- Business Support+ — the entry paid tier (from $29/month), and the first to give a guaranteed response time. Gives 24/7 access to AWS experts by phone, chat and email, and unlocks the full set of Trusted Advisor best-practice checks. Case response targets: general guidance under 24 hours, system impaired under 12 hours, production system impaired under 4 hours, production system down under 1 hour, and business- or mission-critical system down under 30 minutes. No Technical Account Manager — instead it includes the AWS DevOps Agent as an automated operations aid.
- Enterprise Support — adds a response target under 15 minutes for business- or mission-critical system down, AWS Trusted Advisor Priority (an expanded check set integrated with more services), included AWS Security Incident Response, and a designated Technical Account Manager (TAM) — the TAM is the distinguishing feature and the cheapest tier that includes one. Pricing starts at a 15,000 minimum).
- Unified Operations — the top tier, aimed at mission-critical workloads. Adds a response target under 5 minutes for critical issues and a named team (a TAM plus Domain Specialist Engineers and Incident Management Engineers) rather than a single TAM, at roughly $50,000/month.
- Free resources at every tier — the Knowledge Center for frequently asked questions including security and billing, AWS security bulletins for public security announcements, and the AWS Personal Health Dashboard for events affecting your own account.
- Specialist teams reached through support — the concierge support team of enterprise account specialists for billing and account questions, and the abuse team, which handles reports of unauthorised or abusive use of AWS resources.
- For hands-on delivery rather than advice, the options are AWS Professional Services and AWS Managed Services (AMS) rather than a support plan.