AWS Support Options
Comparison between AWS free support and DLT support
AWS Basic Support
DLT Business support
Price Free Adds an additional 10% to a customer's bill
Customer Service & Communities
Online access customer service, documentation, white papers and support forums
Online access customer service, documentation, white papers and support forums
Best Practices
Access to 2 Core Trusted Advisor checks
Access to all Trusted Advisor checks
Technical Support
24x7 support
Severity and Response time
Severity 1 - Emergency Down. Live Transfer or 30 min if no SE available
Severity 2 - Critical, major functional issue. 1hr
Severity 3 - Major, no major impact on business systems. 8hrs
Severity 4 - Minor, functional or documentation questions. Next business day.