Enterprise Support

aws/support aws/service

💡 Definition

Enterprise Support is the highest tier of AWS support, recommended for business-critical workloads. It includes all benefits of Business Support plus a designated Technical Account Manager (TAM) and faster response times.

🔑 Key Concepts

Technical Account Manager (TAM): A designated technical expert who works with your team to provide proactive guidance and advocacy.
Concierge Support: For billing and account management issues.
Infrastructure Event Management (IEM): Support for big launches or migrations.
Response Times:
- Business-Critical System Down: < 15 minutes.
Review: Consultative review of your architecture (Well-Architected Reviews).

⚙️ How it Works

Designed for large organizations running mission-critical applications on AWS. It involves a significant monthly commitment but provides a high-touch, proactive support relationship.

🎯 Use Cases

Mission-Critical Applications: Where downtime costs significant revenue or reputation.
Large Enterprises: Needing strategic guidance and advocacy within AWS.

💰 Pricing Model

Greater of $15,000/mo OR tiered percentage of monthly AWS usage (starting at 10% of first $150k).

📝 Exam Tips (CLF-C02)

Key differentiator: Technical Account Manager (TAM).
< 15 minute response time for "Business-Critical System Down".
Includes Infrastructure Event Management.
Most expensive plan.

See Also: * TAM * Business Support