4.3.2. Business Support Plan

💡 First Principle: The Business Support Plan provides 24/7 technical support, operational guidance, and access to AWS Trusted Advisor for production workloads, ensuring faster issue resolution and proactive optimization.

The Business Support Plan is designed for customers who are running production workloads on AWS and need more comprehensive support than the Developer plan.

Key Characteristics of the Business Support Plan:

• 24/7 Technical Support: Access to Cloud Support Engineers via phone, chat, and email, any time of day or night.
• Operational Guidance: Support for operational issues with your AWS resources.
• Access to AWS Trusted Advisor: Full access to Trusted Advisor for ongoing optimization recommendations (cost, performance, security, fault tolerance, service limits).
• Response Times:
  • General Guidance: < 24 hours.
  • System Impaired: < 12 hours.
  • Production System Impaired: < 4 hours.
  • Production System Down: < 1 hour.
• Use Cases: Production workloads, organizations that need 24/7 support for critical applications.
• Cost: A percentage of monthly AWS usage, with a minimum monthly fee.

Scenario: A company operates a critical e-commerce website on AWS that needs to be available 24/7. They require prompt technical assistance if their production system experiences issues and want ongoing guidance to optimize their AWS setup.

Reflection Question: How does the Business Support Plan, by providing 24/7 technical support and full access to AWS Trusted Advisor, fundamentally ensure faster issue resolution and proactive optimization for production workloads?