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Amazon Web Services Introduces New Premium Support Plans, Lowers Usage Prices by 50% on Existing Plans
New bronze level offering at just $49 per month and lower pricing on all support plans provide range of options for developers and businesses

SEATTLE, Jan 06, 2011 (BUSINESS WIRE) --

Amazon Web Services LLC (AWS), an Amazon.com company (NASDAQ: AMZN), today announced that it has lowered usage pricing on existing Premium Support offerings by 50% and added two new support plans to meet the needs of developers and businesses of all sizes and technical ability. In addition to existing Silver and Gold support plans - which provide fast, predictable response times, an unlimited number of support cases, and personalized support from AWS developer support engineers - AWS will now offer a Bronze support plan which offers a low-priced option for developers at $49 per month, and a Platinum support plan which provides 15 minute response times and dedicated Technical Account Managers to meet the needs of larger enterprises and more complex projects. All AWS customers can continue to take advantage of AWS Basic Support which provides free access to a Resource Center, Service Health Dashboard, Technical FAQ's and Developer Forums. To learn more about the range of AWS support options, visit http://aws.amazon.com/premiumsupport/.

"We're committed to providing our customers access to world class technical support, and we've expanded our offerings to give customers of all sizes a support plan that meets their needs," said Brent Jaye, Director of Developer Support at AWS. "There are many ways to offer technical support, varying from charging more for the underlying technology and bundling in support costs, to decoupling support from the technology costs and offering one or multiple plans. AWS remains committed to offering developers the building blocks to succeed without unnecessary bundling or long term commitments."

The Bronze and Platinum plans bookend the existing Silver and Gold plans to provide developers and businesses added flexibility to choose the support offering that meets their specific needs. All AWS Premium Support plans offer customers of AWS Infrastructure Services an unlimited number of support cases, with pay-by-the-month pricing and no long term contracts. Below are details on these plans:

  • AWS Premium Support (Bronze) *New - Provides business day technical support, with response times ranging from twelve hours to one business day. Pricing for the Bronze plan is $49 per month.
  • AWS Premium Support (Silver) Provides business day technical support, with response times of four business hours for higher severity issues. Pricing for the Silver plan is the greater of $100 per month or 5% of the total monthly AWS usage.
  • AWS Premium Support (Gold) In addition to the benefits of the Silver plan, the Gold plan provides around-the-clock phone support, and response times of one hour for urgent issues. Pricing for Gold support is the greater of $400 per month or 5% - 10% of the total monthly AWS usage (the percentage decreases with higher volume of AWS usage).
  • AWS Premium Support (Platinum) *New - Provides fifteen minute response time for critical issues and a Technical Account Manager who will have broad AWS expertise, become knowledgeable about a customer's use case and needs, assist customers throughout all phases of their AWS usage, and serve as a primary point of contact for AWS. Pricing for Platinum support is the greater of $15K per month or 10% of the total monthly AWS usage.

AWS Premium Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced technical support engineers. The service helps customers successfully utilize the products and features provided by Amazon Web Services.

About Amazon.com

Amazon.com, Inc. (NASDAQ: AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Amazon.com and other sellers offer millions of unique new, refurbished and used items in categories such as Books; Movies, Music & Games; Digital Downloads; Electronics & Computers; Home & Garden; Toys, Kids & Baby; Grocery; Apparel, Shoes & Jewelry; Health & Beauty; Sports & Outdoors; and Tools, Auto & Industrial. Amazon Web Services provides Amazon's developer customers with access to in-the-cloud infrastructure services based on Amazon's own back-end technology platform, which developers can use to enable virtually any type of business. Kindle, Kindle 3G and Kindle DX are the revolutionary portable readers that wirelessly download books, magazines, newspapers, blogs and personal documents to a crisp, high-resolution electronic ink display that looks and reads like real paper. Kindle 3G and Kindle DX utilize the same 3G wireless technology as advanced cell phones, so users never need to hunt for a Wi-Fi hotspot. Kindle is the #1 bestselling product across the millions of items sold on Amazon.

Amazon and its affiliates operate websites, including www.amazon.com, www.amazon.co.uk, www.amazon.de, www.amazon.co.jp, www.amazon.fr, www.amazon.ca, www.amazon.cn, and www.amazon.it. As used herein, "Amazon.com," "we," "our" and similar terms include Amazon.com, Inc., and its subsidiaries, unless the context indicates otherwise.

Forward-Looking Statements

This announcement contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. Actual results may differ significantly from management's expectations. These forward-looking statements involve risks and uncertainties that include, among others, risks related to competition, management of growth, new products, services and technologies, potential fluctuations in operating results, international expansion, outcomes of legal proceedings and claims, fulfillment center optimization, seasonality, commercial agreements, acquisitions and strategic transactions, foreign exchange rates, system interruption, inventory, government regulation and taxation, payments and fraud. More information about factors that potentially could affect Amazon.com's financial results is included in Amazon.com's filings with the Securities and Exchange Commission, including its most recent Annual Report on Form 10-K and subsequent filings.

SOURCE: Amazon.com, Inc.

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