Profile Applicability:
Level 1
Description:
AWS Premium Support offers 24/7 access to AWS Cloud Support Engineers, with advanced technical support for business and mission-critical workloads. It provides a faster response time for critical issues and expert guidance for architecting and operating applications on AWS. There are various levels of support, such as Developer Support, Business Support, and Enterprise Support, with Premium Support typically referring to Business and Enterprise levels.
This SOP ensures that your AWS account is subscribed to a Premium Support Plan for enhanced support access and quicker resolution times for critical issues.
Rationale:
Having a Premium Support Plan provides:
Faster Response Time: Premium support offers quicker response times, especially for mission-critical workloads.
Access to AWS Experts: Provides access to AWS technical experts who can assist with best practices, troubleshooting, and architecture reviews.
Support for Critical Incidents: It ensures you have 24/7 access to AWS support, which is critical for minimizing downtime during operational issues.
Proactive Support: Premium plans offer proactive support through trusted advisor checks, which help in optimizing resources and managing costs effectively.
Impact:
Pros:
Enhanced Response Times: Faster resolution of technical issues and guidance on architectural decisions.
Access to AWS Expertise: Access to a team of AWS engineers and technical support for better management of AWS infrastructure.
Business Continuity: Ensures critical workloads have access to the required support resources for continuity.
Cons:
Cost: AWS Premium Support comes with a subscription cost based on usage, which may be significant for smaller organizations or those with tight budgets.
Management: Depending on the support tier, managing the support plan and escalation processes could require administrative oversight.
Default Value:
By default, AWS accounts do not have Premium Support unless explicitly subscribed. AWS accounts are typically on the Basic Support Plan unless upgraded.
Pre-requisite:
AWS IAM Permissions:
support:DescribeServices
support:DescribeSupportCases
AWS CLI installed and configured.
Basic knowledge of AWS Support Plans and AWS Management Console.
Remediation:
Test Plan:
Using AWS Console:
Sign in to the AWS Management Console.
Navigate to AWS Support under Services.
In the Support Center, go to Support Plans.
Check the current support plan listed for your account:
If it shows Business or Enterprise support, then a Premium Support Plan is subscribed.
If it shows Basic support, then no Premium Support Plan is active.
Using AWS CLI:
To check the support plan via the AWS CLI, run:
aws support describe-services --query 'services[*].{Service:serviceCode,Type:serviceType}'
This command will list the available services and show details for your account’s current support plan.
If the plan shows Basic, no Premium Support is subscribed. If it shows Business or Enterprise, a Premium Support Plan is active.
Implementation Steps:
Using AWS Console:
Sign in to the AWS Management Console and navigate to AWS Support.
In the AWS Support Center, go to Support Plans to view the active support plan.
If the support plan is Basic, you can upgrade to Business or Enterprise Support by following the upgrade steps provided in the console.
Using AWS CLI:
If no Premium Support Plan is found, you can subscribe to a Business or Enterprise plan by running the following:
aws support create-case --subject "Upgrade to Premium Support Plan" --service-code "aws-support" --category-code "service-limit-increase" --communication-body "Requesting an upgrade to the AWS Business/Enterprise Support Plan."
Monitor the upgrade status using:
aws support describe-cases --query 'cases[*].{ID:caseId,Status:status}'Backout Plan:
If upgrading to Premium Support causes issues, such as unnecessary cost or unwanted features:
Identify the subscription to the Premium Support Plan.
To revert the support plan to Basic, contact AWS Support and request downgrading.
Alternatively, you can remove the support plan through the AWS Management Console under the Support Plans section by selecting Basic.
Note:
Cost Considerations: Premium Support costs can vary depending on the usage of the AWS services. It is important to evaluate the necessity of the plan based on the organization’s needs.
Support Plan Management: Regularly review the support plan to ensure it fits your current requirements. AWS offers features like Trusted Advisor, which are exclusive to Business and Enterprise support plans.