# AWS Unified Support AWS Unified Support is an optional add-on available to Pump customers who want dedicated, 24/7 technical support for their AWS environment. It is not included by default. You need to opt in to activate it. Pump provides this program through our support partner, **Ingram Micro**, an AWS Premier Tier Services Partner and AWS Partner of the Year (2024). Ingram Micro's AWS-certified engineering team handles all support operations, with direct escalation paths to AWS when needed. *** ### What You Get Once you opt in, your organization gets access to a fully managed AWS support program with defined SLAs, proactive guidance, and a dedicated support portal. | Capability | Details | | ----------------------- | -------------------------------------------------------------------------------- | | Availability | 24/7, including weekends and holidays | | Critical issue response | As fast as 15 minutes (Enterprise plan) | | Engineering team | AWS-certified specialists | | Ticket management | Dedicated portal for submissions, tracking, and callbacks | | AWS escalation | Built-in L3 escalation path directly to AWS support engineers | | Proactive support | Health checks, Well-Architected reviews, optimization guidance (Enterprise plan) | *** ### Support Plans There are two plans to choose from when opting in. Both are billed as a percentage of your AWS spend. #### Business Plan **Best for:** Customers with moderate or growing AWS usage who need dependable, cost-effective support. | Feature | Included | | ---------------------------------------------- | -------- | | Web access to Cloud Support Engineers | Yes | | Unlimited cases and contacts | Yes | | Contextual architectural guidance | Yes | | AWS Support Automation runbooks (self-service) | Yes | | Engineer pool | Shared | This plan is designed for routine workloads where simplicity, speed, and affordability are the priorities. #### Enterprise Plan **Best for:** Customers with business-critical or complex workloads requiring advanced technical engagement. | Feature | Included | | ----------------------------------------------------------------------------- | -------- | | Everything in Business | Yes | | Designated Technical Account Manager (TAM) | Yes | | Deep architectural reviews and proactive workshops | Yes | | Critical issue SLA under 15 minutes | Yes | | Proactive billing support (cost optimization, FinOps guidance, cost analysis) | Yes | | Proactive security reviews | Yes | | AWS Countdown engagements | Yes | | Critical event support | Yes | This plan is designed for organizations running mission-critical workloads that require strategic, high-touch support. *** ### Response Times Support cases are prioritized based on business impact. Response time commitments are as follows: | Severity | Level | Initial Response Time | | -------------------------- | ------------- | --------------------- | | Business Critical | Critical (P1) | 15 minutes\* | | Production Down | Urgent (P2) | 1 hour | | Production System Impaired | High (P3) | 4 hours | | System Impaired | Medium (P4) | 12 hours | | General Guidance | Low (P5) | 24 hours | *\*15-minute response time applies to the Enterprise plan only.* *** ### Pricing AWS Unified Support uses a percentage-of-spend pricing model based on your AWS monthly recurring revenue (MRR). You only pay once you opt in. #### Business Plan | Your AWS MRR | Monthly Rate | | -------------- | ------------ | | Up to $165K | 4.0% to 5.5% | | $165K to $450K | 4.0% to 5.5% | | $450K+ | 4.0% to 5.5% | Best for customers with $10K to $350K in AWS MRR. #### Enterprise Plan | Your AWS MRR | Monthly Rate | | -------------- | ------------ | | Up to $200K | 5.0% to 6.5% | | $200K to $600K | 5.0% to 6.5% | | $600K+ | 5.0% to 6.5% | Best for customers with $360K+ in AWS ARR. #### Comparison to AWS Direct Support AWS charges for support using a tiered rate structure that starts at 10% of spend. Opting in to AWS Unified Support through Pump is significantly less expensive. | Scenario | AWS Direct Cost (Annual) | Pump Unified Support Cost (Annual) | Approximate Savings | | ------------------ | ------------------------ | ---------------------------------- | ------------------- | | $40K/mo AWS spend | \~$48K (10%) | \~$26.4K | \~45% | | $150K/mo AWS spend | \~$180K (10%) | \~$99K to $117K | \~35% | | $400K/mo AWS spend | \~$336K (7.85%) | \~$240K to $288K | \~16% | #### Commitment Options | Option | Details | | ------------- | -------------------------------------------------------------------- | | Monthly (MRR) | Start with no long-term lock-in. Recommended for initial evaluation. | | Annual (ARR) | Convert after 30 to 90 days for better rates. | | Contracts | No long-term contracts required to get started. | *** ### How to Submit a Support Ticket Once you've opted in, you submit and manage support tickets through the dedicated support portal operated by Ingram Micro. 1. Log in to the [Unified Support Portal](https://aws.support.ingrammicro.com/). 2. Navigate to the **Support** section. 3. Select your AWS account and click **Submit a request**. 4. Choose the issue type, priority level, and describe your request. 5. For urgent issues, mark the ticket as **High** or **Critical** to trigger faster response times. Callbacks are available for high-severity issues. *** ### Support Ticket Path The escalation flow works as follows: 1. **You submit a ticket** through the Unified Support Portal. 2. **AWS Support Engineers** (provided by Ingram Micro) handle the case. They serve as your single point of contact with 24/7 web and callback support. 3. **Enterprise customers** also receive architectural guidance, proactive Well-Architected Framework (WAF) reviews, and access to a named TAM. 4. **When L3 AWS involvement is needed**, the support team escalates directly to AWS engineers for resolution using AWS tooling and frameworks (Trusted Advisor, etc.). *** ### How to Opt In AWS Unified Support is not enabled by default. To activate it: 1. Contact your Pump account team to discuss which plan (Business or Enterprise) fits your workload and support needs. 2. Once you select a plan, Pump will onboard you to the Unified Support Portal. 3. You can start with a monthly commitment to evaluate the service before committing annually. Have questions? 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