Additions at Amazon Web Services

Amazon Web Services launched new premium support plans and cut prices on existing ones.

Amazon Web Services has lowered usage pricing on current premium support offerings by 50 percent and added two new support plans for developers and businesses of all sizes and technical abilities.

The company's existing Silver and Gold support plans provide fast, predictable response times, an unlimited number of support cases and personalized support from AWS developer support engineers. AWS will now offer a Bronze support plan, which includes a low-priced option for developers at $49 per month, and a Platinum support plan, which provides 15-minute response times and dedicated technical account managers to meet the needs of larger enterprises and more complex projects.

Meanwhile, all AWS customers can continue to take advantage of AWS Basic Support, which provides free access to a Resource Center, Service Health Dashboard, Technical FAQs and Developer Forums. To learn more about the range of AWS support options, visit

"We're committed to providing our customers access to world-class technical support, and we've expanded our offerings to give customers of all sizes a support plan that meets their needs," Brent Jaye, director of developer support at AWS, said in a statement. "There are many ways to offer technical support, varying from charging more for the underlying technology and bundling in support costs, to decoupling support from the technology costs and offering one or multiple plans. AWS remains committed to offering developers the building blocks to succeed without unnecessary bundling or long-term commitments."

The Bronze and Platinum plans bookend the existing Silver and Gold plans to give developers and businesses the added flexibility to choose the support offering that meets their needs, AWS said. All AWS Premium Support plans offer customers of AWS Infrastructure Services an unlimited number of support cases, with pay-by-the-month pricing and no long-term contracts.

Details of the plans are as follows:

  • AWS Premium Support (Bronze) - Provides business-day technical support, with response times ranging from 12 hours to 1 business day. Pricing for the Bronze plan is $49 per month.
  • AWS Premium Support (Silver) - Provides business day technical support, with response times of 4 business hours for more severe issues. Pricing for the Silver plan is $100 per month or 5 percent of the total monthly AWS use, whichever is greater.
  • AWS Premium Support (Gold) - In addition to the benefits of the Silver plan, the Gold plan provides around-the-clock phone support and response times of 1 hour for urgent issues. Pricing for Gold support is $400 per month or 5 percent to 10 percent of the total monthly AWS use, whichever is greater (the percentage decreases with higher volume of AWS use).
  • AWS Premium Support (Platinum) - Provides 15-minute response time for critical issues and a technical account manager who will have broad AWS expertise, become knowledgeable about a customer's use case and needs, assist customers during all phases of their AWS use, and serve as a primary point of contact for AWS. Pricing for Platinum support is $15,000 per month or 10 percent of the total monthly AWS use, whichever is greater.

AWS Premium Support is a one-on-one, fast-response support channel that is staffed 24/7/365 with experienced technical-support engineers. The service helps customers successfully use the products and features provided by Amazon Web Services.