4.3.3. Enterprise Support Plan

💡 First Principle: The Enterprise Support Plan provides the highest level of proactive and reactive support, including a designated Technical Account Manager (TAM), for mission-critical workloads, ensuring optimal performance, cost management, and operational efficiency.

The Enterprise Support Plan is the highest level of AWS Support, designed for large enterprises and mission-critical workloads that require proactive and reactive assistance.

Key Characteristics of the Enterprise Support Plan:
  • Designated Technical Account Manager (TAM): A specific individual who provides proactive guidance, acts as a single point of contact for technical issues, and helps with architectural best practices.
  • 24/7 Technical Support: Access to Cloud Support Engineers via phone, chat, and email.
  • Concierge Support Team: Dedicated billing and account assistance.
  • Proactive Guidance: TAMs provide proactive insights, operational reviews, and help plan upcoming launches.
  • Full Access to AWS Trusted Advisor: For ongoing optimization recommendations.
  • Architecture and Operational Reviews: Expert reviews of your AWS architecture.
  • Response Times (fastest available):
    • General Guidance: < 24 hours.
    • System Impaired: < 12 hours.
    • Production System Impaired: < 4 hours.
    • Production System Down: < 1 hour.
    • Business-Critical System Down: < 15 minutes.
  • Use Cases: Mission-critical applications, large enterprises, organizations that need deep partnership with AWS.
  • Cost: A higher percentage of monthly AWS usage, with a higher minimum monthly fee.

Scenario: A large enterprise with mission-critical applications generating billions of dollars in revenue requires the absolute highest level of proactive and reactive support, including a dedicated expert to guide their AWS strategy and optimize their complex workloads.

Reflection Question: How does the Enterprise Support Plan, by providing a designated Technical Account Manager (TAM) and the fastest response times, fundamentally ensure optimal performance, cost management, and operational efficiency for mission-critical workloads?