On Promise Cloud

AWS Support - Costs and Usage Guidelines

AWS Support is a service that provides technical assistance, guidance, and troubleshooting to AWS customers. It offers different tiers of support with varying levels of access to AWS experts, 24/7 support, and response times, among other benefits.

Support Tiers

Basic Support

This tier is free for all AWS customers and provides access to AWS Trusted Advisor, a suite of automated tools that help you optimize your AWS infrastructure.

Developer Support

This tier provides access to AWS Trusted Advisor and allows developers to submit technical support cases with a 12-hour response time during business hours. It also includes one-on-one technical support and AWS Infrastructure Event Management.

Business Support

This tier provides access to AWS Trusted Advisor and allows businesses to submit technical support cases with a 1-hour response time during business hours. It includes one-on-one technical support, infrastructure event management, and a dedicated Technical Account Manager.

Enterprise Support

This tier provides access to AWS Trusted Advisor and allows enterprises to submit technical support cases with a 15-minute response time, 24/7. It includes one-on-one technical support, infrastructure event management, a dedicated Technical Account Manager, and support for use case reviews, architectural guidance, and custom trainings.

Leverage Different Tiers

To leverage different support tiers per AWS account, you can purchase a support plan for each account and assign a specific support tier to each one. This allows you to tailor your support level based on the needs of each account.

For example, you might assign Basic Support to smaller, less critical accounts that don't require immediate response times, and assign Business Support or Enterprise Support to larger, more critical accounts that require more specialized support and faster response times.

By leveraging different support tiers per AWS account, you can optimize your support costs and ensure that each account receives the appropriate level of support based on its needs.

Business Support Calculator

Your AWS support cost is $6250.00.

Effective Tiers and Amounts:
First $0-$10k: 10% (1000.00)
$10k-$80k: 7% (4900.00)
$80k-$250k: 5% (750.00)

Your total cost including support is $101250.00.
Effective Percentage: 6.58%

How the $100 Minimum Applies to Each Account

The Business Support cost is calculated per AWS account with the $100 minimum per account. This means that each account that you enroll in Business Support will be charged a minimum of $100 per month, regardless of the account's actual monthly spend.

If you have multiple AWS accounts within an organization, each account will be billed separately for its support plan. AWS Organizations does not consolidate support charges, so the $100 minimum applies to each account individually.

Enterprise Support Plan

AWS Enterprise Support does offer the option to consolidate support across multiple AWS accounts within an organization. When you purchase Enterprise Support for an organization, you can choose to apply the support plan to all accounts within the organization or select specific accounts.

If you choose to apply the support plan to all accounts, the support charges will be consolidated into a single invoice for the entire organization. This can help simplify billing and management of support costs for large organizations with multiple AWS accounts.

The minimum fee for AWS Enterprise Support is $15,000 per month. This fee includes all the features and benefits of Business Support, as well as additional services such as a dedicated Technical Account Manager, support for use case reviews, architectural guidance, and custom trainings.

Note that the $15,000 minimum fee is for the support plan only and does not include any additional usage charges for AWS services.

If you got 150 AWS accounts, you would pay 150 * 100 USD = 15.000 USD on business support, regardless of the account costs. If your overall cost, without support, is >300.000 USD / month it would be wise to consider the Enterprise support plan.

Enterprise Support Calculator

Your AWS support cost is $15000.00.

Effective Tiers and Amounts:
First $0-$150k: 10% (9500.00)

Your total cost including support is $110000.00.
Effective Percentage: 15.79%

Enterprise Discount Program (EDP)

Enterprise Discount Program (EDP) savings are specific to your organization and depend on the negotiated agreement with AWS. EDP typically offers better pricing based on a minimum annual commitment to AWS services. The EDP savings are individually negotiated and depend on factors such as your organization's projected growth path, usage patterns, and requirements.

To determine the minimum EDP savings and the commitment required, you'll need to discuss your organization's requirements, projected growth path, and usage with an AWS representative. They can help you understand the potential savings and the commitments needed to obtain those savings based on your organization's unique situation.

It's important to note that EDP savings and commitments may vary from one organization to another, so it's essential to engage in direct discussions with AWS to determine the appropriate EDP structure for your organization, considering your specific growth projections and needs.

The Enterprise Discount Program (EDP) commitment can help offset support costs, but the primary reason to consider an EDP is the enhanced support offered by AWS and the risk reduction for your company. Through an EDP, AWS provides a higher level of support, which includes faster response times, dedicated Technical Account Managers (TAMs), and access to specialized resources that can assist your organization in optimizing its cloud infrastructure and operations.

By opting for an EDP, your company can benefit from the added support and expertise provided by AWS, which can help minimize risks associated with cloud operations and enable you to achieve better performance, security, and cost optimization. The individually negotiated discounts and commitments within an EDP also take into account your organization's projected growth path, usage patterns, and requirements, ensuring a customized solution that aligns with your business needs.

In summary, while an EDP commitment can help compensate for support costs, the main value lies in the enhanced support and risk reduction it provides, enabling your company to better utilize AWS services and achieve its cloud objectives.

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