AWS Support adds AI to help ops teams prevent incidents
AWS has introduced new and enhanced Support plans that move you from reacting to outages to preventing them. Each plan blends AI-driven insights with access to AWS experts, keeping account context across cases so you don't repeat details. There are three tiers, and each higher tier inherits everything below it with added depth and faster response times.
The new Support lineup at a glance
Business Support+ brings AI-assisted guidance to developers, startups, and small teams. You can start with AI-generated, contextual recommendations and switch to an AWS expert without losing context. Critical cases get a 30-minute response time-twice as fast as before-at a low monthly cost. You also get personalized optimization tips based on your environment.
Enterprise Support adds a designated Technical Account Manager (TAM) who combines deep AWS knowledge with data-driven insights from your workloads. It includes access to AWS Security Incident Response at no extra fee, centralizing event tracking, storage, and investigations while automating parts of monitoring and analysis. For production-critical issues, response time targets are 15 minutes, and engineers receive case context from AI agents for faster resolution. You also get interactive programs and hands-on workshops to keep skills sharp.
Unified Operations Support is the highest-touch, context-aware option. Your core team includes a TAM, a Domain Engineer, and a Senior Billing and Account Specialist, plus on-demand experts in migration, incident management, and security. With 24/7 monitoring and AI-driven automation, this plan focuses on proactive risk identification and guidance in your preferred collaboration channels. Critical incidents receive 5-minute responses, and the team runs systematic application reviews, readiness validation, and support for business-critical events.
What this means for Operations
- Lower MTTR and fewer escalations: AI preserves case context, surfaces likely fixes, and gives engineers the right data fast.
- Fewer surprise outages: Continuous analysis flags risks before they impact SLOs.
- Security you can operationalize: Centralized incident response with automated monitoring and investigations helps you strengthen playbooks and audits. For best practices, see NIST's guidance on incident handling SP 800-61.
- Clear cost management: Pricing tiers reward higher usage with lower marginal prices, and you get actionable recommendations to reduce spend.
Pricing and availability
- Availability: All three plans are offered in every commercial AWS Region.
- Prices: Business Support+ starts at $29/month. Enterprise Support starts at $5,000/month. Unified Operations starts at $50,000/month.
- Critical response times: 30 minutes (Business Support+), 15 minutes (Enterprise Support), 5 minutes (Unified Operations).
- Transition: Existing Developer Support, Business Support (classic), and Enterprise On-Ramp customers can keep current plans through January 1, 2027. Enterprise Support customers can start using the new features now. You can switch at any time through your account team or the console.
Quick decision guide
- Choose Business Support+ if you're a small team that needs fast help, AI suggestions, and direct access to experts without a big price tag.
- Choose Enterprise Support if you run multiple production workloads, want a TAM, and need 15-minute production-critical response with integrated security incident response.
- Choose Unified Operations Support if you run mission-critical systems, want a designated expert team with deep context, 5-minute critical response, and proactive reviews.
How to get value on day one
- Share architecture diagrams, workload owners, and runbooks with your AWS team to seed context.
- Connect alerting and ticketing (PagerDuty, Opsgenie, ServiceNow, Slack) so incidents route fast and stay visible.
- Tag workloads by environment, business unit, and criticality to improve targeted recommendations.
- Define incident severities and SLOs, then align response targets with your escalation policy.
- Schedule a game day with the AWS team to validate failover, DR, and on-call readiness.
The big shift
This update moves Support from case-by-case troubleshooting to continuous, context-aware operations. AI and human experts work from the same view of your environment-history, configuration, and prior cases-so guidance is specific and immediately useful. Expect ongoing improvements across performance, security, and cost with clear business impact.
If you're upskilling your ops team on AI, explore curated programs by job role here: Complete AI Training.
Your membership also unlocks:
