Business Support

💡 Definition

Business Support is an AWS support plan recommended for production workloads. It provides 24/7 phone, email, and chat access to Cloud Support Engineers for unlimited contacts.

🔑 Key Concepts

• Technical Support: 24/7 email, chat, and phone access.
• Who can open cases? Unlimited contacts (IAM users).
• Response Times:
  • General Guidance: < 24 hours.
  • System Impaired: < 12 hours.
  • Production System Impaired: < 4 hours.
  • Production System Down: < 1 hour.
• Trusted Advisor: Full access to all checks.

⚙️ How it Works

You pay a monthly fee (starting at $100/mo) based on a tiered percentage of your AWS usage. This unlocks 24/7 support for your entire team.

🎯 Use Cases

• Production Workloads: Applications that are live and critical to your business.
• 24/7 Requirements: Teams that need support availability around the clock.

💰 Pricing Model

• Greater of $100/mo OR tiered percentage of monthly AWS usage (e.g., 10% of first $10k, 7% of next $70k, etc.).

📝 Exam Tips (CLF-C02)

• Minimum plan for Production Workloads.
• 24/7 Phone/Chat/Email support.
• < 1 hour response time for "Production System Down".
• Full Trusted Advisor access.

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See Also: * Enterprise Support * AWS Trusted Advisor