A small AWS-managed service provider I'm considering says they receive Enterprise Support through their arrangement with AWS and can pass it along at no additional cost. However, someone at the company admitted they aren't sure how the setup works because the person who originally configured it left years ago. Is this a legitimate benefit available through certain partners, or is the support probably being provided through a reseller arrangement with limitations?
1 Answer
It probably isn’t truly free Enterprise Support. The MSP may be acting as a reseller or partner that provides first-line support and escalates eligible issues to AWS. In that setup, the MSP remains the actual support customer, so you may have to go through them during support cases rather than contacting AWS directly. That can work fine if their process is responsive, but it can become frustrating if you outgrow the provider or need to move the account to your own support plan. Ask them exactly what support tier applies, who is allowed to open cases, and what happens if you leave the MSP.
That makes sense. This isn’t my current account—I’m evaluating the MSP—so I’ll ask them to explain who owns the support relationship and what access customers actually receive.