Amazon is offering support to enterprise users using AWS with prices starting at $15,000 per month.
In a blog post on the new support service, Amazon said, "We will assign a named Technical Account Manager (TAM) to your account, and your tickets will receive 'white-glove' routing, jumping ahead of queued tickets entered at the other levels. We'll respond to critical tickets within 15 minutes and urgent tickets within an hour."
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Clive Longbottom, services director at Quocirca, said: "I think those users looking at this sum will look for a standard managed service or co-location service. The pricing takes Amazon into competition in the hosted space."
Services companies using the AWS infrastructure may increase their pricing to reflect the support costs.
However, even at $15k per month, Longbottom noted that AWS was still cost effective, given the cost of building and running a datacentre.
With its Bronze support starting at $49 per month up to $400 for Gold support, it seems odd to price Platinum support at such a high level. Cloud services require SLAs and support and this move by Amazon shows it is not afraid to charge significantly for a premium service. Enterprises may well find they are being charged higher and higher support charges in the future.