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AWS support billing

DoiT calculates AWS support charges based on your contract type and support plan.

Contract type​

When signing a contract with DoiT, you choose the type of support on the management account level (see AWS Resold Support for more information):

  • Partner-Led: You get high quality support through DoiT.

  • AWS Resold: You work directly with AWS Support and DoiT.

Support plan​

AWS support charges are generally calculated on the management account level. Each account should belong to one of the AWS support levels: Basic, Developer, Business, Enterprise On-Ramp, or Enterprise.

On top of these plans, DoiT offers Partner-Led Enterprise Support (PLES), which is a special deal on which you pay Business Support pricing and get the benefits of DoiT's Enterprise Support.

To determine the support plan of your account, we use the following sources, in hierarchal order:

  1. The account is part of DoiT Partner-Led enterprise support program.

  2. The account's support plan is defined in the MPA Ops page, which only applies to the DoiT account on the payer.

  3. The account's support plan is defined on the CUR files.

  4. If none of the above is true, the support plan is set to Basic Support.

In addition:

  • If the account is labeled as Basic Support in the CUR files but as Enterprise in DoiT, then the account is considered as Enterprise for billing purposes.

  • If the account is labeled as Developer in the MPA Ops page but is part of DoiT Partner-Led enterprise support program, then the account is considered as Basic Support.

Support pricing calculation​

DoiT applies AWS Support Plan pricing tiers to the base cost for support. This section explains the factors that affect the calculation of support charges.

Contract type​

Enterprise Support

Enterprise support is billed based on the aggregated cost for all your accounts under the MPA that aren't Basic or Developer.

The minimum charge for Enterprise support is $15k. (There's no minimum fee for an account with Enterprise On-Ramp.)

The support cost is calculated based on the support eligible costs across all accounts.

If none of your accounts has Enterprise-level support, the actual support level of each account is as reported by AWS.

Business or Developer Support

The base cost for Business or Developer Support plans is calculated per account.

There's no minimum fee for Business support.

Discounts, EDP, and credits​

  • The base cost for support comes before EDP, credits, and discounts (PPA is included for some).

  • Discounts are applied for all support levels and are shown in the billing as PPA savings on the support line description.

  • Credits and EDP related to support for your accounts are part of the DoiT contract with AWS; they are not passed to you.

Reserved resources​

  • When you prepay for reserved AWS resources and have a paid AWS Support plan, the upfront and recurring costs for these resources are included in your AWS Support fees.

  • If you already have reserved resources when you start a paid AWS Support plan, the prorated upfront costs are included in the first month of your AWS Support fee calculation.

See AWS Support Plan Pricing for more information about support for reserved resources.

Flexsave for compute​

  • DoiT uses the base cost of Flexsave applied (before EDP) as a 1-year rate. Flexsave comes before the base cost for support.

  • Flexsave account charges contribute to the calculation of your base cost for support.

Limitations​

Billing account and billing date​

Support charges are connected to an account. When the cost of support is aggregated from several accounts, by default, DoiT attaches the support charges to the account that has the highest cost eligible for support charges.

Store support billing​

To allocate AWS support costs to a specific account:

  1. Sign in to the DoiT console, select Integrate from the top navigation bar, and then select Assets.

  2. Select Amazon Web Services from the left-hand menu.

  3. Select the kebab menu (⋮) at the rightmost end of the AWS account to which you want to allocate AWS Support costs.

  4. Select Store support billing to this account.

    Store support billing to this AWS account

    If successful, the Store support billing field of the AWS account changes to Enabled.

To reallocate AWS support costs, first remove the original allocation by repeating the steps above. Then, you can enable support billing on another account.

Billing date​

The support billing is always set to the last day of the calendar month.

Support billing on invoices​

AWS support charges are always tied to a specific AWS account on invoices, even when multiple accounts use the AWS support (you can run a Cloud Analytics report to find out the exact cost incurred by each account).

By default, AWS support charges are embedded in the invoice line item of the designated account, in the drill down section of the invoice details page.

If you need the support charges to appear as a shared cost in the summary section, for example, you're a parent company with subsidiaries, you have to open a support request and work with your DoiT account manager to update the invoice setting. Note that this only affects how the support charges appear on the invoice, not how the charges are stored in the system.

AWS support charges in reports​

Cloud Analytics reports help you get a better understanding of how you're charged for AWS support. Below are a few examples.

  • Check discounts or rates of your AWS support plans, using the aws/item_desc system label:

    AWS support charge measured by cost

  • Check the base cost, using the Usage metric.

    AWS support charge measured by usage

  • Check the base cost for support by service, using the Base Cost for Support extended metric.

    Base cost for AWS support

  • Check the base cost for support charges that are grouped under specific accounts, using the doit/aws_support_group_id system label.

    Base cost for AWS support

FAQ​

How to check whether my discount for support was applied?​

Go to Reports under Analyze and filter by aws/item_desc. If a discount has been applied, you'll see: With discount of X%.

For accounts belong to PLES, how to check whether I'm charged with Business support rates?​

Business support rates for accounts belonging to Partner-Led enterprise support are only available for Partner-Led contracts.

If your accounts are charged with Business rates, in Reports under Analyze, you'll see the Charged as Business Support rate due to DoiT PLES program. description for the aws/item_desc values.

Why are there accounts with Basic Support in my reports?​

Accounts with Basic Support are included to provide complete visibility across all accounts.

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