Support
AWS support plans changed at the end of 2025. The current exam guide lists Basic, Business Support+, Enterprise and Unified Operations.
Included with every account, at no cost.
Key points
- 24/7 customer service for account and billing.
- Documentation, whitepapers and AWS re:Post.
- Core Trusted Advisor checks and the AWS Health Dashboard.
On the exam
Basic does not include technical support cases with AWS engineers.
The entry paid plan, with AI-powered assistance and 24/7 access to experts. From US$ 29 per month per account.
Key points
- Phone, chat, web and email, 24/7, with unlimited cases and contacts.
- Response in under 30 minutes for the most critical cases.
- The full set of Trusted Advisor checks.
On the exam
Production workloads that need 24/7 technical support at low cost: Business Support+.
For business-critical workloads, with a designated TAM (Technical Account Manager). US$ 5,000 per month minimum.
Key points
- Response in under 15 minutes for business-critical systems down.
- Designated TAM and proactive services such as critical workload reviews.
- Trusted Advisor Priority and AWS Security Incident Response at no extra cost.
On the exam
If the question mentions a designated TAM or a 15-minute response, the plan is Enterprise.
The highest tier: 24/7 monitored operations and incident management engineers.
Key points
- Response in under 5 minutes from an incident management engineer for critical cases.
- Continuous workload monitoring.
- Continuous service-specific recommendations.
On the exam
A 5-minute response and 24/7 workload monitoring: Unified Operations.
Developer, Business and Enterprise On-Ramp end on January 1, 2027.
Key points
- Developer and Business customers can move to Business Support+.
- Enterprise On-Ramp customers are upgraded to Enterprise automatically during 2026.
- All three remain available in the AWS GovCloud (US) Region.
On the exam
Older material mentions Developer and Enterprise On-Ramp. Always check the latest exam guide.
Where to find answers and documentation without opening a support case.
Key points
- AWS Support Center: where support cases are opened and tracked.
- AWS re:Post: a Q&A community with experts.
- Knowledge Center: answers to the most common questions.
- Prescriptive Guidance, whitepapers, blogs and the official documentation.
- AWS Trust & Safety: to report abuse of AWS resources.
On the exam
AWS resources used for spam or attacks: report it to the Trust & Safety team.
The partner network, the software catalog and professional help from AWS itself.
Key points
- AWS Partner Network (APN): system integrators and independent software vendors (ISVs).
- AWS Marketplace: a catalog of third-party software, billed on the AWS bill.
- AWS Professional Services and AWS solutions architects.
On the exam
Buy third-party software ready for AWS: Marketplace. Help to migrate: an APN partner or Professional Services.