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- AWS European Sovereign Cloud Support›
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Compare AWS Support Plans for AWS European Sovereign Cloud
Tailored solutions for optimal cloud performance
Basic support included for all AWS customers
At AWS, we want you to be successful. Our AWS Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with AWS while optimising performance, managing risk and keeping costs under control.
- Customer Service and Communities – 24/7 access to customer service, documentation, white papers and AWS re:Post.
- AWS Trusted Advisor – Access to core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve security.
- AWS Health – A personalised view of the health of AWS services, and alerts when your resources are affected.
Compare Support plans
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Plans
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Business Support
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Enterprise Support
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Recommended for
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Business Support is the minimum recommended tier if you have production workloads in AWS. |
Enterprise Support is recommended if you have business- and/or mission-critical workloads in AWS. |
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Case severity/Response times*
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General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hour Business-/Mission-critical system down: < 15 minutes |
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Architectural guidance
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Contextual to your use-cases |
Consultative reviews and guidance based on your applications |
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Proactive programmes and self-service
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Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport AWS Countdown Premium is available for Business Support customers as a monthly subscription for an additional fee. |
Access to proactive reviews, workshops and deep dives Access to Support Automation Workflows with prefixes AWSSupport and AWSPremiumSupport AWS Countdown is included with Enterprise Support. AWS Countdown Premium is available as a monthly subscription for an additional fee. |
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Enhanced Technical Support
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Unlimited cases and unlimited contacts (IAM supported) |
Unlimited cases and unlimited contacts (IAM supported) |
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Email access to Cloud Support Engineers
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Available 24/7 in English, French, German, Italian, Portuguese and Spanish |
Available 24/7 in English, French, German, Italian, Portuguese and Spanish |
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Phone access to Cloud Support Engineers
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Available 24/7 in English and German. French available during business hours only.** |
Available 24/7 in English and German. French available during business hours only.** |
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Billing assistance
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Proactive support in managing billing, including proactive cost optimisation, FinOps support, cost analysis and prioritised answers to billing questions |
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Third-party software support
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Interoperability and configuration guidance and troubleshooting |
Interoperability and configuration guidance and troubleshooting |
*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.
**Phone support in French is available during business hours in the UTC time zone, which are generally defined as 8:00 a.m. to 6:00 p.m., excluding holidays and weekends.