AWS Certified Cloud Practitioner (CLF-C02)Billing, Pricing, and SupportMedium
An engineering lead on the Business support plan needs 24/7 access to a live support engineer via phone because a production database has become unresponsive. What is the maximum first-response time AWS commits to for this severity level under the Business support plan?
- A12 hours
- B15 minutes
- C4 hours
- D1 hour
Show answer & explanationAnswer & explanation
Correct answer: D. 1 hour
Under the AWS Business Support plan, cases classified as 'Production System Down' receive a guaranteed first response time of less than 1 hour, 24/7. The 15-minute response is reserved for the Enterprise plan's business-critical severity.
Why the other options are wrong
- A. 12 hours is far too slow and does not match any AWS support SLA tier.
- B. 15 minutes is the Enterprise plan's response time for business-critical system down cases.
- C. 4 hours is not a defined SLA tier for this severity on Business support.
AWS Business Support SLA
The Business support plan guarantees under 1-hour response time for production-system-down issues, with 24/7 phone/chat/email access to Cloud Support Engineers.
- Business plan: <1 hr for production system down, <4 hrs for production system impaired.
- Enterprise plan: <15 min for business-critical system down.
- Developer plan: no phone support, general guidance response <24 hrs.
Memory trick: Business = 1 hour for down systems; Enterprise = 15 minutes for critical.