Amazon Relational Database Service (RDS) – Digital Marketplace
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
AWS Support case response time depends on severity. The support response times for Developer, Business and Enterprise Support tiers are listed below:
Developer:
General guidance cases < 24 business hours; system impaired cases < 12 business hours.Business:
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases
< 1 hour.Enterprise:
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases < 1 hour; business-critical system down cases < 15 minutesInformation: https://aws.amazon.com/premiumsupport/compare-plans/
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Yes, at an extra cost
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- You can sign in to the Support Center at https://console.aws.amazon.com/support/home#/ by using the email address and password associated with your AWS account. To log in with other credentials, see Accessing AWS Support.
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
-
Basic
24/7 customer service, support forums, 4 Core “Trusted Adviser” checks, personal health dashboard. No TAM. FreeDeveloper:
As above + business hours access to technical/architectural Cloud Support Associates via email (one primary contact). No TAM. 3% x monthly AWS usage.Business:
As above + 24/7 access to Cloud Support Engineers via email, chat and phone for unlimited contacts; architecture, 3rd party software and programmatic case management support. TAM. Greater of $100 or spend-dependent percentage (pm).Enterprise
As above, plus architectural review, operations support, training, assigned concierge, proactive guidance, TAM. Greater of $15,000 or spend-dependent percentage (pm). - Support available to third parties
- Yes
