Support Plans

Question 1

Trusted Advisor

Answer 1

• No need to install anything – high level AWS account assessment
• Analyze your AWS accounts and provides recommendation on 5 categories
  
  • Cost optimization - – recommendations that can potentially save you money by highlighting unused resources and opportunities to reduce your bill.
  • Performance – recommendations that can help to improve the speed and responsiveness of your applications.
  • Security - – identification of security settings that could make your AWS solution less secure.
  • Fault tolerance - – recommendations to increase the availability and redundancy of your AWS applications.
  • Service limits - – recommendations that will tell you when service usage is more than 80% of the service limit.

Trusted Advisor – Support Plans:
* 7 CORE CHECKS (Basic & Developer Support plan)
* S3 Bucket Permissions
* Security Groups – Specific Ports Unrestricted
* IAM Use (one IAM user minimum)
* MFA on Root Account
* EBS Public Snapshots
* RDS Public Snapshots
* Service Limits
* FULL CHECKS (Business & Enterprise Support plan)
* Full Checks available on the 5 categories
* Ability to set CloudWatch alarms when reaching limits
* Programmatic Access using AWS Support API

Question 2

AWS Basic Support Plan
(free)

Answer 2

• Customer Service & Communities - 24x7 access to customer service, documentation, whitepapers, and support forums.
• AWS Trusted Advisor - Access to the 7 core Trusted Advisor checks and guidance to provision your resources following best practices to increase performance and improve security.
• AWS Personal Health Dashboard - A personalized view of the health of AWS services, and alerts when your resources are impacted.

Question 3

AWS Developer Support Plan

Answer 3

• All Basic Support Plan +
• Business hours email access to Cloud Support Associates
• Unlimited cases / 1 primary contact
• Case severity / response times:
• General guidance: < 24 business hours
• System impaired: < 12 business hours

Question 4

AWS Business Support Plan (24/7)

Answer 4

• Intended to be used if you have production workloads
• Trusted Advisor – Full set of checks + API access
• 24x7 phone, email, and chat access to Cloud Support Engineers
• Unlimited cases / unlimited contacts
• Access to Infrastructure Event Management for additional fee.
• Case severity / response times:
  * General guidance: < 24 business hours
  * System impaired: < 12 business hours
  * Production system impaired: < 4 hours
  * Production system down: < 1 hour

Question 5

AWS Enterprise On-Ramp Support Plan (24/7)

Answer 5

• Intended to be used if you have production or business critical workloads
• All of Business Support Plan +
• Access to a pool of Technical Account Managers (TAM)
• Concierge Support Team (for billing and account best practices)
• Infrastructure Event Management, Well-Architected & Operations Reviews
• Case severity / response times:
  * …
  * Production system impaired: < 4 hours
  * Production system down: < 1 hour
  * Business-critical system down: < 30 minutes

Question 6

AWS Enterprise Support Plan (24/7)

Answer 6

• Intended to be used if you have mission critical workloads
• All of Business Support Plan +
• Access to a designated Technical Account Manager (TAM)
• Concierge Support Team (for billing and account best practices)
• Infrastructure Event Management, Well-Architected & Operations Reviews
• Case severity / response times:
  * …
  * Production system impaired: < 4 hours
  * Production system down: < 1 hour
  * Business-critical system down: < 15 minutes