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."
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.