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Difficulty: Very hardAWS Support Plans

A multinational corporation is planning a highly publicized product launch in three months and expects a massive surge in traffic. They require proactive operational reviews, architectural design consulting, and the fastest possible response time for business-critical system outages. Crucially, they require a dedicated Technical Account Manager (TAM) to coordinate their support experience. Which TWO of the following statements correctly describe the SLA response times or features provided under the minimum AWS Support plan that meets these business requirements?

  1. A response time of less than 15 minutes is guaranteed for business-critical system down cases.Answer
  2. A designated Technical Account Manager (TAM) is assigned to coordinate proactive operations and planning.Answer
  3. C
    A response time of less than 30 minutes is guaranteed for business-critical system down cases.
  4. D
    Support coordination is provided by a shared pool of Technical Account Managers rather than a dedicated resource.
  5. E
    Infrastructure Event Management (IEM) is available only as an add-on service for an additional fee.

Answer

The minimum support plan that meets all requirements is the Enterprise Support plan, which guarantees a response time of less than 15 minutes for business-critical system down cases and provides a designated Technical Account Manager (TAM).
The minimum support plan that offers a dedicated/designated Technical Account Manager is the Enterprise Support plan. Enterprise Support guarantees a response time of under 15 minutes for business-critical issues and includes proactive planning and coordination from a dedicated TAM.

Step-by-Step Solution

1
Determine the support plan that provides a dedicated Technical Account Manager.
Enterprise Support is the only plan that provides a dedicated/designated TAM; Enterprise On-Ramp provides access to a shared pool of TAMs, and Business/Developer plans do not provide TAM access.
The scenario explicitly requires a dedicated TAM, ruling out all plans below the Enterprise Support plan.
2
Analyze the SLA response times for the selected Enterprise Support plan.
The Enterprise Support plan provides a response time of less than 15 minutes for business-critical system down cases.
This matches the fastest SLA tier offered by AWS, which is required for Enterprise Support.
3
Evaluate the inclusion of Infrastructure Event Management (IEM).
IEM is fully included in the Enterprise Support plan at no extra charge.
The customer is planning a major product launch, and IEM is included in their plan rather than requiring an additional fee.

Key Concept

AWS Support plan features and SLAs, specifically distinguishing the dedicated resource and faster SLA response times of the Enterprise Support plan from Enterprise On-Ramp and lower tiers.
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Topics

AWS Support Plans

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