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Today, we’re announcing a major shift in how AWS Support helps customers move from reactive problem resolution to proactive problem prevention. This development introduces new support plans that combine AI-based capabilities with Amazon Web Services (AWS) expertise. New and improved plans help you identify and address potential issues before they impact your business operations, helping you run and optimize your cloud workloads more efficiently.
The portfolio includes three plans designed to meet different operational needs. Each plan offers different options, with the higher tiers including all the options of the lower tiers plus additional features and enhanced service levels. Let’s take a look at them.
New and improved AWS paid support plans
Business Support+ transforms the experience of developers, startups and small businesses by providing intelligent assistance powered by artificial intelligence. You can choose to connect directly with AWS experts or start with contextual AI-based recommendations that flow seamlessly to AWS experts when needed. AWS experts respond to critical cases within 30 minutes (twice as fast as before), preserving previous context and saving you from having to repeat yourself.
With a low-cost monthly subscription, this plan provides advanced operational capabilities through a combination of AI-powered tools and AWS expertise. The plan provides personalized recommendations to help you optimize your workload based on your specific environment, while maintaining seamless access to AWS experts for technical support when needed.
Enterprise Support This tier builds on our established support model and accelerates cloud operations innovation and success through intelligent operations and trusted AI-powered human leadership. Your designated Technical Account Manager (TAM) combines deep knowledge of AWS with data-driven insights from your environment to help you identify optimization opportunities and potential risks before they impact your operations. The plan also offers access to AWS Security Incident Response at no additional charge, a comprehensive service that centralizes the tracking, storage, and management of security events while providing automated monitoring and investigation capabilities to strengthen your security posture.
Through AI-powered assistance and continuous monitoring of your AWS environment, this layer helps you reach new levels of scale in your operations. With a response time of up to 15 minutes for production-critical issues and support engineers receiving personalized context provided by AI agents, this layer enables faster and more personalized solutions while maintaining operational excellence. In addition, you will also gain access to interactive programs and hands-on workshops that support continuous technical growth.
Unified Operations Support provides our highest level of in-context support through an extended team of AWS experts. Your core team of Technical Account Manager, Domain Engineer and designated Senior Billing and Account Specialist are complemented by on-demand migration, incident management and security experts. These designated experts understand your unique environment and operational history and provide guidance through your preferred collaboration channels while combining their architectural expertise with AI-powered insights.
Through comprehensive, continuous monitoring and AI-powered automation, this layer will strengthen your critical operations with proactive risk identification and contextual guidance. When critical incidents occur, you’ll receive a 5-minute response with technical recommendations from support engineers who understand your workload. The team performs systematic application reviews, helps verify operational readiness and supports critical business events, meaning you can focus on innovation while maintaining the highest level of operational excellence.
Transforming your cloud operations
AWS support is evolving to help you build, operate, and optimize your cloud infrastructure more efficiently. We maintain the context of your account’s support history, configuration, and previous cases, so our AI-based capabilities and AWS experts can provide more relevant and effective solutions tailored to your specific environment.
Support Plan capabilities will continually evolve to add a comprehensive view of your infrastructure and provide actionable insights across performance, security and cost dimensions with a clear assessment of business impact and cost benefits. This combination of AI-powered tools and AWS expertise represents a fundamental shift from reactive to proactive operations, helping you prevent problems before they impact your business.
Subscribers to the AWS Developer Support, AWS Business Support (classic), and AWS Enterprise On-Ramp Support plans can continue to receive their current level of support until January 1, 2027. You can switch to one of the new and improved plans anytime before that by visiting the AWS Management Console or contacting your AWS account team. Customers who subscribe to AWS Enterprise Support can start using the new features of this plan at any time.
Things you should know
Business Support+, Enterprise Support, and Unified Operations are available in all commercial AWS regions. Existing customers can continue with their current plans or explore new offerings for greater performance and efficiency.
Business Support+ starts at $29 per month, a 71% savings over the previous Business Support monthly minimum. Enterprise Support starts at $5,000 per month, a 67% savings over the previous minimum Enterprise Support price. Designed for workload-critical organizations and featuring a dedicated team of AWS experts, Unified Operations starts at $50,000 per month. All new support plans use third-party pricing that rewards higher usage with lower marginal support prices.
For critical cases, AWS support provides different target response times across plans. Business Support+ offers a 30-minute response, Enterprise Support responds within 15 minutes, and Unified Operations Support provides the fastest response time of 5 minutes.
To learn more about AWS support plans and features, visit the AWS Support page or log in to the AWS Management Console.
For hands-on advice with AWS support features, schedule a consultation with the account team.