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‫Now let's learn

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‫about the AWS Support Plan Pricing.

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‫So when we started our accounts,

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‫we were under the basic supports, which is a free.

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‫But we have four different plans we can choose from,

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‫and based on how much we spend

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‫we qualify for different plans.

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‫And so at the exam you're expected

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‫to know the differences between this plan

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‫and choose the right one

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‫based on the use case that is proposed to you.

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‫The basic support plan is free

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‫and you get customer service and communities,

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‫so you have 24 access to the customer service,

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‫the documentation, the white papers, and the support forums.

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‫For trusted advisor we only get access

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‫to the seven core checks and this was not gonna be a lot,

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‫but this is what we get from the basic plan.

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‫As well as the personal health dashboard,

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‫which we saw before which gives us a personalized view

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‫of the health of our services and give us alerts

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‫when our resources are going to be impacted.

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‫So this is just basic, but say you wanted to upgrade,

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‫you could upgrade to the next plan

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‫which is called the developer plan.

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‫So you get everything from the basic plan obviously,

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‫and then you get this hours email access

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‫to Cloud Support Associates,

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‫so now you can start emailing AWS

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‫through opening support tickets in the console.

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‫You can get an unlimited amount of cases

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‫and you can have one primary contact on your accounts.

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‫Based on the case severity,

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‫you get different response times,

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‫so if you're looking for general guidance,

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‫hopefully it will give you a response

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‫within 24 business hours.

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‫If the system is impaired,

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‫something is not working in your accounts,

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‫they hope to give you a response within 12 business hours.

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‫So this is good when you're developing on AWS.

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‫But as soon as you plan to have production workloads,

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‫so workloads that are going to be supporting

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‫your main business,

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‫then you need to sure to have a business support plan.

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‫So the business support plan

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‫will give you the full sets of checks for trusted advisor,

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‫as well as API access.

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‫You will have twenty four seven phone,

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‫email, and chat access to Cloud support engineers

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‫so that you're definitely upgraded here.

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‫And you have unlimited cases and unlimited contacts.

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‫You will also get access to infrastructure event management

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‫for an additional fee.

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‫And now for the case severities

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‫you have the general guidance, the system impaired,

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‫but you also get the production system impaired

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‫which is going to give you a response time

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‫of less than four hours or a production system down

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‫so when this is not working at all

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‫with a support time of less than one hour.

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‫So definitely if you plan on getting some phone support

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‫or you need to have some production support

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‫when it is impaired or down,

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‫you will have to use the business support plan.

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‫So next we have the AWS Enterprise On-Ramp Support Plan.

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‫So it's 24/7 and it's intended whenever we have production

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‫or business critical workloads.

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‫So you get everything from the business plan,

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‫plus access to a pool of technical account managers,

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‫so you have multiple ones from a pool.

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‫A concierge support team,

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‫which is going to give you billing

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‫and account best practices

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‫as well as some operations reviews.

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‫So, you're going to get infrastructure event management

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‫well-architected and operations review given to you.

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‫In terms of severity and response times,

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‫you're going to get the same as before

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‫but for a production system that is impaired

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‫it's less than four hours.

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‫And for a production system done is less than one hour,

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‫and for a business critical system down

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‫is less than 30 minutes.

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‫Which is different from the enterprise support plan,

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‫which is not on ramp, okay?

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‫So this one is for mission critical workloads.

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‫You get everything from before

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‫plus a designated technical account manager.

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‫So this time, the time is designated for your accounts.

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‫You still get at the support team,

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‫you still get the reviews.

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‫And for the response times

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‫it's four hours for impaired, one hour for down,

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‫but most importantly if it's a business critical system down

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‫it is not 30 minutes anymore, it is less than 15 minutes,

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‫which is why you would pay extra

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‫for the enterprise support plan.

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‫Okay, so that's it for this lecture, I hope you liked it,

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‫and I will see you in the next lecture.