aws New and enhanced AWS Support plans add AI capabilities to expert guidance | AWS News Blog (opens in new tab)
AWS has announced a major transformation of its support plans, moving from a reactive model to a proactive, AI-driven approach for issue prevention and workload optimization. By integrating AI-powered capabilities with deep technical expertise, these enhanced plans aim to help organizations identify potential operational risks before they impact business performance. This new tier-based structure provides businesses with varying levels of contextual assistance, ranging from intelligent automated recommendations to direct access to specialized engineering teams. ### Business Support+ * Introduces intelligent, AI-powered assistance designed to provide contextual recommendations for developers, startups, and small businesses. * Features a seamless transition from AI tools to human experts, with critical case response times reduced to 30 minutes—twice as fast as previous standards. * Provides personalized workload optimization suggestions based on the user's specific environment via a low-cost monthly subscription. ### Enterprise Support * Assigns a designated Technical Account Manager (TAM) who utilizes data-driven insights and AI tools to mitigate risks and identify optimization opportunities. * Grants access to the AWS Security Incident Response service at no additional fee, centralizing the tracking, monitoring, and investigation of security events. * Guarantees a 15-minute response time for production-critical issues, with support engineers receiving AI-generated context to ensure faster, more personalized resolution. * Includes access to hands-on workshops and interactive programs to foster continuous technical growth within the organization. ### Unified Operations Support * Provides the highest level of context-aware assistance through a dedicated core team including a TAM, a Domain Engineer, and a Senior Billing and Account Specialist. * Delivers industry-leading 5-minute response times for critical incidents, supported by around-the-clock monitoring and AI-powered proactive risk identification. * Offers on-demand access to specialized experts in migration, incident management, and security through the customer’s preferred collaboration channels. These updates reflect AWS’s commitment to using generative AI to shorten resolution times and provide more personalized architectural guidance. Organizations should evaluate their operational complexity and required response times to select the plan that best aligns with their mission-critical cloud needs.