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.
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.
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.
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:
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
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
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.
$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
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.
Log in to the Unified Support Portal.
Navigate to the Support section.
Select your AWS account and click Submit a request.
Choose the issue type, priority level, and describe your request.
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:
You submit a ticket through the Unified Support Portal.
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.
Enterprise customers also receive architectural guidance, proactive Well-Architected Framework (WAF) reviews, and access to a named TAM.
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:
Contact your Pump account team to discuss which plan (Business or Enterprise) fits your workload and support needs.
Once you select a plan, Pump will onboard you to the Unified Support Portal.
You can start with a monthly commitment to evaluate the service before committing annually.
Have questions? Contact your Pump account manager or email [email protected].
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