All customers are strongly encouraged to enroll in AWS's Business Level Support offering for accounts with production workloads, which adds an additional 10% to a customer's bill.

Customers who have opted for AWS Business Level Support can  open a case directly with AWS via the AWS console when logged into their account. When contacting AWS support, please include your name, AWS account name, AWS account number, AWS service, AWS region, problem severity, problem description, and contact information.

To determine the level of support associated with your account, AWS - Sign In to the AWS Management Console  and open the Support Center Console. The support plan associated with your account will be listed as either Business Support Plan or Basic Support Plan.

Business Level Support Features:

• Your AWS Support covers development and production issues for AWS products and services, along with other key stack components.
• "How to" questions about AWS service and features
• Best practices to help you successfully integrate, deploy, and manage applications in the cloud
• Troubleshooting API and AWS SDK issues
• Troubleshooting operational or systemic problems with AWS resources
• Issues with our Management console or other AWS tools
• Problems detected by Health Checks
• A number of 3rd Party Applications such as OS, web servers, email, databases, and storage configuration
• AWS Support does not include:
• Code development
• Debugging custom software
• Performing system administration tasks

If you do not choose AWS Business-level support you still have access to Basic support at no cost.  That support is very limited, and customers on Basic Level Support can generally only submit billing or quota requests . When creating an AWS case, please include your name, AWS account name, AWS account number, AWS service, AWS region, problem severity, problem description, and contact information.

All AWS users have access to the Amazon's AWS Discussion Forums.

Other Paid AWS Support

Customers can check the status of AWS services using Amazon's AWS Service Health Dashboard.