aws 2.5 technical support models

Question 1

What is AWS Support and what value does it provide?

Answer 1

AWS Support provides:
• Tools + expert guidance
• Help for planning, deploying, and optimising AWS solutions
• Support across:

Experimentation
Production workloads
Business-critical systems

👉 Designed to improve reliability, performance, and cost efficiency

Question 2

What are the key support features available across AWS Support?

Answer 2

• Technical guidance (via AWS experts)
• AWS Trusted Advisor (cost + performance recommendations)
• Best practice recommendations
• AWS Support Concierge (billing/account help)
• Proactive guidance (TAM in higher plans)

👉 Helps optimise architecture and reduce risk

Question 3

Explain AWS Trusted Advisor and its role.

Answer 3

• Automated advisory tool
• Acts like a “cloud expert”
• Identifies:

Cost optimisation opportunities
Performance issues
Security risks

👉 Improves efficiency and reduces unnecessary spending

Question 4

Compare the AWS Support Plans.

Answer 4

• Basic (Free):

Documentation, forums, Trusted Advisor (limited)
No technical support

• Developer:

Early-stage development support
Business hours support

• Business:

Production workloads
24/7 support
Faster response times

• Enterprise:

Mission-critical workloads
24/7 support
Fastest response
Dedicated TAM

👉 Higher plans = more features + faster support

Question 5

What is a Technical Account Manager (TAM) and who gets it?

Answer 5

• Primary AWS contact for guidance
• Provides:

Architectural reviews
Proactive advice
Continuous communication
• Helps optimise deployments

👉 Only available in Enterprise Support Plan

Question 6

How do case severity levels affect AWS support responses?

Answer 6

Severity levels determine response time:

• Critical: Application down
• Urgent: Major functionality impacted
• High: Significant issue
• Normal: Non-critical issue
• Low: General questions

👉 Higher severity = faster response

Question 7

How do support plans and severity levels work together?

Answer 7

• Support plan determines:

Access level
Available features
Max response speed

• Severity level determines:

Priority of issue
Actual response time

👉 Example:
Enterprise + Critical → fastest response (minutes)
Basic → no technical case support