Amazon Web Services Improves Support Offerings

From PC World: Amazon Web Services on Thursday rolled out two premium support tiers and announced a 50 percent price cut on existing premium plans, heightening competition with rivals like Rackspace and making a clear overture to enterprises that wish to run their operations in the cloud.

A new Bronze support tier is aimed at software developers, a core constituency of AWS over the past several years. It provides business-day support with 12 hour to one-business day response times, and costs US$49 per month.

Meanwhile, a new Platinum option targets large enterprises, offering 15-minute response times on critical matters. This level also comes with an account manager "who will have broad AWS expertise, become knowledgeable about a customer's use case and needs, assist customers throughout all phases of their AWS usage, and serve as a primary point of contact for AWS," the company said in a statement. Platinum support will cost the greater of $15,000 per month or 10 percent of a customer's monthly AWS usage fees.

Silver support, which provides business-day tech support and four-hour response times for "higher severity" issues, now costs the higher of $100 per month or 5 percent of monthly AWS charges.

A Gold plan adds in 24-7 phone support and one-hour response times on pressing matters, and is now priced at the greater of $400 per month or 5 percent to 10 percent of monthly fees, with that percentage dropping depending on the usage volume.

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