AWS Support
AWS Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with AWS while optimizing cost, performance, and managing risk.
Basic Support for Amazon EMR
Basic Support is included for all AWS customers and includes:
Customer Service and Communities — 24x7 access to customer service, documentation, whitepapers, and support forums.
AWS Trusted Advisor — Access to the core Trusted Advisor checks focused on service limits, security, and cost optimization and guidance to provision your resources following best practices to increase performance and improve security.
AWS Health Dashboard — A personalized view of the health of AWS services, and alerts when your resources are impacted.
AWS Premium Support for Amazon EMR
For applications and configurations found within AWS documentation, AWS Support provides the necessary protocols to resolve your issue. However, since an Amazon EMR cluster can be infinitely customized, applications and configurations that are outside of AWS documentation, including changes on Custom AMI features, are supported at best effort as long as the AMI has not been deprecated. The Amazon EMR team recommends engaging your Technical Account Manager to find a supported solution or to minimize the risk associated with a particular customization.
AWS Premium Support includes:
Answering "how to" questions about AWS services and features
Providing best practices to help you successfully integrate, deploy, and manage applications in the AWS Cloud
Troubleshooting API and AWS SDK issues
Troubleshooting operational or systemic problems with AWS resources
Troubleshooting issues with the AWS Management Console or other AWS tools
Debugging problems detected by EC2 health checks
Troubleshooting third-party applications such as OS, web servers, email, VPN, databases, and storage configuration
AWS Premium Support does not include:
Code development
Debugging custom software
Performing system administration tasks
Tuning queries
Recommended Support Plan for Migrations
For production EMR migrations, AWS recommends Business Support or Enterprise Support:
| Plan | Key Benefits for EMR Migrations |
|---|---|
| Business Support | 24/7 phone/chat access, < 1-hour response for production system down, AWS Trusted Advisor full checks, Infrastructure Event Management (additional fee) |
| Enterprise Support | All Business features + designated Technical Account Manager (TAM), Concierge support team, Infrastructure Event Management (included), proactive reviews and operational support |
Technical Account Manager (TAM) value during migration: Your TAM provides proactive architectural guidance, coordinates with EMR service teams for complex issues, conducts Well-Architected reviews of your EMR architecture, and helps plan go-live events with Infrastructure Event Management support.
Third-Party and Marketplace Support
Third-party products, including partner solutions, are typically outside AWS Support scope. For these products, source guidance from the AWS Partner Network or directly from the vendor. Several AWS Marketplace products include support either directly in Marketplace or through the originating vendor website.
Community and Self-Service Resources
Beyond formal support engagements, the following resources are available at no cost:
| Resource | What It Provides | URL |
|---|---|---|
| AWS Big Data Blog | Migration patterns, best practices, new feature announcements | aws.amazon.com/blogs/big-data |
| AWS re:Post | Community Q&A with AWS engineers and experienced practitioners | repost.aws |
| EMR Workshop | Hands-on labs covering EMR deployment, optimization, and migration scenarios | catalog.workshops.aws (search "EMR") |
| AWS Well-Architected Labs | Self-service architecture review exercises for analytics workloads | wellarchitectedlabs.com |
| EMR Best Practices Guide | Comprehensive operational guidance maintained by the EMR service team | docs.aws.amazon.com/emr/latest/ManagementGuide/emr-plan.html |
| AWS Prescriptive Guidance | Step-by-step migration patterns including Hadoop-to-EMR guides | docs.aws.amazon.com/prescriptive-guidance |