AWS support response times are separated from each SERVICE-Uptime-SLAs. Response times vary between the 3 AWS support plans available – developers, businesses and businesses. To facilitate the comparison, I have listed the available response times and associated support costs in the table below. Don`t expect a 15-minute support response if you only pay for a business support plan! Although, in my experience, AWS support is both fast and effective. The service level agreement for Amazon EC2 includes several compute services, including: For EC2 (and related services), the credits available are: Scheduled maintenance during our maintenance window. The customer is informed at least 14 days in advance by email to the registered email address. It is possible that, during this maintenance period, services may be temporarily out of service in whole or in part and are therefore not available to the customer. All S3 services have a guaranteed operating life of 99.9%, with the exception of the following services, which are guaranteed for 99% of operating time: in this case, we must multiply the availability target of each service.
The following figure shows an example of a typical web application running on EC2. The service credits for S3 Intelligent-Tiering, S3 Standard-Infrequent Access and S3 One Zone-Infrequent Access are: AWS offers service credits for non-compliance with the ALS operating time, but it is important to note that they are not applied automatically.