Credit: Amazon

AWS has announced a major evolution of its Support offerings—introducing new AI-powered capabilities and redesigned Support plans that move customers away from reactive troubleshooting and toward proactive issue prevention. The refreshed portfolio delivers faster response times, intelligent automation, and deeper AWS expertise to help organizations operate and optimize their cloud environments more effectively.

The new lineup consists of three Support plans, each designed to meet different operational needs. Higher tiers inherit all capabilities of the lower tiers while adding more advanced features, tighter SLAs, and enhanced AI-driven intelligence.

Introducing the New AWS Support Plans

Business Support+: AI-Powered Assistance for Developers & SMBs

Business Support+ brings an AI-driven, developer-friendly experience at a lower entry price. Thanks to contextual intelligence, customers can choose to start with automated insights or directly engage AWS experts—who now respond to critical cases within 30 minutes, twice as fast as before.

Key features:

• AI-powered recommendations tailored to your environment

• Faster support escalation with preserved context across interactions

• Low-cost subscription model

• Seamless transition between AI guidance and AWS human experts

At $29/month, Business Support+ reduces the previous minimum cost by 71%, making advanced operational support more accessible than ever.

Enterprise Support: Intelligent Operations with Human + AI Expertise

Enterprise Support enhances the traditional AWS support model with integrated AI insights and hands-on AWS expertise. A dedicated Technical Account Manager (TAM) combines knowledge of your workloads with environment-wide insights to identify risks and optimization opportunities before they disrupt operations.

Highlights:

• 15-minute response time for production-critical incidents

• AI-curated context delivered to engineers for faster case resolution

• Access to AWS Security Incident Response at no extra cost

• Workshops, enablement programs, and continuous operational guidance

With pricing starting at $5,000/month (a 67% savings over prior rates), this tier targets organizations seeking high-quality operational intelligence and faster problem resolution.

Unified Operations Support: The Highest Level of Proactive, Context-Aware Support

Unified Operations Support represents AWS’s most comprehensive support offering, designed for mission-critical workloads that require the highest reliability and continuous oversight.

Customers receive a designated core team including:

• A Technical Account Manager

• A Domain Engineer

• A Senior Billing & Account Specialist

• On-demand experts in migration, incident management, and security

Capabilities include:

• Real-time infrastructure monitoring

• AI-driven operational insights

• 24/7 proactive risk identification

• 5-minute response time for critical incidents

• Ongoing application reviews and readiness validation

Unified Operations begins at $50,000/month, aimed at large enterprises operating complex, high-stakes cloud environments.

A Shift Toward Proactive Cloud Operations

AWS Support now maintains deep contextual awareness of your environment—including configuration history, past support cases, and operational metadata—so AI and AWS experts collaborate to deliver more accurate, relevant advice.

This evolution signals a broader AWS strategy:

Less firefighting. More prevention. More optimization. More intelligence.

Customers can expect:

• Holistic visibility into performance, security, and cost

• AI-driven root-cause insights

• Recommendations prioritized by business impact

• Continuous enhancements as AWS expands its AI operations platform

Transition Timeline

Existing plans remain supported until January 1, 2027, including:

• AWS Developer Support

• Business Support (classic)

• Enterprise On-Ramp

Customers can migrate to the new Support plans anytime via the AWS Console or through their AWS account team. Enterprise Support customers can access new features immediately.

Availability & Pricing Overview

All plans use a tiered pricing model that offers lower marginal prices as usage grows.