What is AWS Support?
AWS Support offers four plans to choose from based on the needs of your workloads: Basic, Business Support+, Enterprise Support, and Unified Operations. Each paid plan builds on the features of the tier below it. Basic Support is automatically included for all AWS customers and includes 24/7 access to one-on-one responses to account and billing questions, support forums, service health checks, and documentation, technical papers, and best practice guides.
AWS is currently discontinuing several older plans: Developer Support and the previous Business Support end on January 1, 2027, and existing customers can continue using their plan until then or upgrade to Business Support+ earlier. Enterprise On-Ramp is automatically upgraded to Enterprise Support during 2026, either at contract renewal or in periodic batches, and is discontinued on January 1, 2027. Per the documentation, all three sunsetting plans remain available only in the AWS GovCloud (US) Region.
Core Features
- Basic Support (free): Account and billing questions, support forums, service health checks, documentation, and best practice guides
- Business Support+: Generative-AI-powered real-time responses, 24/7 phone, web, and chat access to Cloud Support Engineers, under 30 minutes response time for business-critical system-down cases, more than 500 AWS Trusted Advisor checks, the AWS Support API, and support for popular third-party software on EC2
- Enterprise Support: All Business Support+ features plus a designated Technical Account Manager, up to 15-minute response times for production-critical cases, AWS Security Incident Response at no additional cost, strategic business reviews, and access to AWS Countdown event management
- Unified Operations: Consultative application architecture guidance, short-term infrastructure event management, a designated TAM and Domain Specialist Engineer, one AWS Countdown Premium subscription, and critical workload reviews with personalized runbooks
Typical Use Cases
Getting started and development: Teams with early-stage AWS workloads use Basic Support for basic account and billing questions and access to documentation and forums.
Production workloads with response time requirements: Organizations with business-critical applications choose at least Business Support+ to get help from Cloud Support Engineers within 30 minutes during outages.
Regulated or especially critical workloads: Organizations with production-critical systems rely on Enterprise Support for dedicated technical guidance, fast response times, and help with security incidents.
Mission-critical operations: Organizations with very high operational requirements use Unified Operations for proactive incident management by Incident Management Engineers and personalized domain expertise.
Benefits
- Four clearly tiered plans for different criticality levels and budgets
- Basic Support at no additional cost for all AWS customers
- Predictable costs through a minimum fee or a tiered percentage of AWS charges
- Enterprise Support includes AWS Security Incident Response at no extra charge
- Clear migration paths for customers on sunsetting plans through January 1, 2027
Integration with innFactory
As an AWS Reseller, innFactory supports you in choosing the right AWS Support plan: assessing the criticality of your current workloads, planning the transition from sunsetting plans such as Developer Support, Business Support, or Enterprise On-Ramp, and setting up the processes to make the most of your chosen plan’s features.
Typical Use Cases
Technical Specifications
Frequently Asked Questions
Which AWS Support plans are currently available?
Per the official documentation, AWS currently offers four support plans: Basic (free for all customers), Business Support+, Enterprise Support, and Unified Operations. Each plan builds on the features of the plan below it.
What is changing for Developer Support, the previous Business Support, and Enterprise On-Ramp?
Per the documentation, AWS is discontinuing Developer Support and the previous Business Support on January 1, 2027; existing customers can keep using their plan until then or upgrade to Business Support+ at any time before that date. Enterprise On-Ramp is automatically upgraded to Enterprise Support during 2026, either at contract renewal or in periodic batches, with affected customers notified by email in advance. Per the documentation, all three plans remain available only in the AWS GovCloud (US) Region.
What do Business Support+, Enterprise Support, and Unified Operations cost?
Per the official pricing page, each plan charges whichever is greater: a monthly minimum fee or a tiered percentage of monthly AWS charges. Business Support+ costs at least $29/month per account. Enterprise Support costs at least $5,000/month, which per the documentation was reduced from a previous $15,000. Unified Operations costs at least $50,000/month.
What does Enterprise Support add on top of Business Support+?
Per the documentation, Enterprise Support additionally includes a designated Technical Account Manager (TAM), response times of up to 15 minutes for production-critical cases, access to AWS Security Incident Response at no additional cost, strategic business reviews with AWS experts, and access to AWS Countdown event management for critical business events.
Note: All product information on this page has been compiled with care, but is provided without guarantee and may be outdated or incomplete. Cloud services evolve rapidly — features, pricing, SLAs, and availability change frequently. Authoritative and up-to-date information can only be found on the official product page of AWS (official documentation). This page does not represent an offer by AWS.