AWS offers a range of support plans to cater to your requirements at every step of your cloud journey. Basic support is provided to all AWS customers. To view the options for AWS support, please visit https://aws.amazon.com/premiumsupport/pricing/
Developer Support is designed for testing or early development on AWS for students, occasional users, and experimenters who require query support.
Business Support: If you have production workloads on AWS and require round-the-clock technical support tailored to your specific use-cases, Business Support is the recommended AWS Support tier.
While it is not mandatory, TD SYNNEX highly recommends opting for Business Support for most AWS accounts. For all accounts associated with the TD SYNNEX Payers, the cost for business support will be 10% of usage. Unlike to what is advertised on the AWS Support website, there is no minimum $100 charge. If you decide to upgrade your account to Business support, kindly inform us by opening a support ticket in our Freshdesk support desk. This will allow our Cloud Ops team to configure your reseller account and ensure that you earn margin for all accounts with Business support.
In order to change the support to Business or Developer, the account owner will need to log into the account using Root credentials. Find the Question Mark icon in the top right corner of the screen and click on it. Please navigate to the Support Center and choose the appropriate support option. Once selected, confirm your choice. If you are upgrading to Business Support, please ignore any prorated support charges, as they do not apply to accounts in the TD SYNNEX payers/MPA's.
After upgrading your AWS Support type to Business or Developer, be sure you create the Support Plan Group in StreamOne Ion to ensure accurate support prices. If this step is omitted, negative margins may appear in the billing reports. Please read: Support Plan Charges and Discounts for the step-by-step instructions and video tutorial.
To submit a support request, in StreamOne Ion, click the "?" icon in the upper right menu bar or click the Support button in the menu. Alternatively, you can click Submit a ticket in the Knowledge Base. Fill out all mandatory fields, or read How to Use StreamOne Freshdesk to Submit and View Support Tickets for more information.