# AWS managed support partner SLA scorecard (July 2026)

Score each vendor 0–2 (0 = missing, 1 = partial, 2 = evidenced). Prefer written evidence over sales slides. Pair with current [AWS Support plans](https://docs.aws.amazon.com/awssupport/latest/user/aws-support-plans.html) (Business Support+, Enterprise from \$5k/mo, Unified Operations; legacy Developer/Business/On-Ramp sunset **2027-01-01**).

| Criterion                                             | Weight | Vendor A | Vendor B | Notes / evidence               |
| ----------------------------------------------------- | ------ | -------- | -------- | ------------------------------ |
| Alert ack SLA ≤ 15 min (sev-1)                        | 2      |          |          |                                |
| Human diagnosis start ≤ 60 min                        | 2      |          |          |                                |
| Named escalation to AWS Support                       | 2      |          |          | Requires your AWS Support tier |
| Read-only default; change control for mutate          | 2      |          |          |                                |
| CloudWatch / Application Signals / Cost Anomaly wired | 1      |          |          |                                |
| Quarterly FinOps + architecture review                | 1      |          |          |                                |
| Fire-drill during onboarding                          | 1      |          |          |                                |
| References in similar ARR / industry                  | 1      |          |          |                                |
| Runbook + knowledge-transfer exit path                | 1      |          |          |                                |

**Pass bar:** weighted score ≥ 18/24 and AWS Support tier already covers TAM/SIR needs you expect the partner to coordinate.

## Downtime ROI scratchpad

| Input                                                          | Value |
| -------------------------------------------------------------- | ----- |
| Estimated downtime cost \$/hour                                |       |
| Incidents prevented / year (conservative)                      |       |
| Hours saved per incident                                       |       |
| Partner monthly fee                                            |       |
| AWS Support monthly (Business Support+ / Enterprise / Unified) |       |

Break-even months ≈ `(partner + AWS Support) × 12 / (\$/hr × hours × incidents)`.