localstack · quetzalliwrites · May 29, 2026
@@ -376,7 +376,7 @@
 /user-guide/aws/acm/ /aws/services/acm 301
 /user-guide/integrations/sdks/php/ /aws/integrations/aws-sdks/net/php 301
 /references/coverage/coverage_sns/ /aws/services/sns 301
-/getting-started/help-and-support/ /aws/getting-started/help-support 301
+/getting-started/help-and-support/ /aws/help-support/get-help 301
 /user-guide/aws/amplify/ /aws/services/amplify 301
 /references/coverage/coverage_lakeformation/ /aws/services/lakeformation 301
 /user-guide/integrations/sdks/dotnet/ /aws/integrations/aws-sdks/net/dotnet 301

@@ -117,7 +117,7 @@
 /references/podman/
 /references/
 /references/usage-tracking/
-/getting-started/help-and-support/
+/help-support/get-help/
 /user-guide/localstack-enterprise/
 /references/licensing/
 /references/regions-coverage/

@@ -1870,7 +1870,7 @@
     },
     {
       "old_link": "/getting-started/help-and-support/",
-      "new_link": "/aws/getting-started/help-support",
+      "new_link": "/aws/help-support/get-help/",
       "status_code": 301
     },
     {

@@ -31,34 +31,17 @@ Community support is provided on a best-effort basis and is not guaranteed.
 
 ### Support email
 
-Contact [support@localstack.cloud](mailto:support@localstack.cloud) for:
-
-- Reporting bugs  
-- Requesting new features 
-- Technical questions  
-- Account-related inquiries  
-- Issues requiring direct support  
-
-Best for:
-- Reproducible issues  
-- Tracking known problems or feature requests 
-- Ongoing issues that require follow-up  
-- Questions that are not suited for public channels  
+Contact LocalStack Support via email at [support@localstack.cloud](mailto:support@localstack.cloud).
 
 
 ### Web application chat
 
-Use the [LocalStack Web Application](https://app.localstack.cloud/) chat for:
-
-- Submitting support requests  
-- Asking technical questions directly  
-
-To create a support request:
+To create a support request using the [LocalStack Web Application](https://app.localstack.cloud/) chat:
 
 1. Open the LocalStack Web Application  
 2. Click the chat icon in the bottom right corner  
-3. Select **Technical Question**  
-4. Enter your details and submit  
+3. Select **Technical Issue** to request technical support or **Account/Billing Issue** to request account related support. 
+4. Enter your details and submit. 
 
 Best for:
 - Direct interaction with the support team  
@@ -75,6 +58,29 @@ Enterprise customers have access to additional support options, including:
 
 For more details, see [Enterprise Support](/aws/help-support/enterprise-support/).
 
+
+## What to include
+
+To help us troubleshoot your issue efficiently, please include the following information:
+
+- **Logs**  
+   aws emulator container logs with the environment variables `SF_LOG=trace` and `DEBUG=1` enabled  
+
+- **Query (if applicable)**  
+  The query that triggered the issue  
+
+- **Client details**  
+  Client tool or driver used  
+
+- **Connection parameters**  
+  Excluding sensitive information  
+
+- **Additional logs (if available)**  
+  Client tool or driver logs  
+
+Providing detailed information upfront helps reduce back-and-forth and speeds up resolution time.
+
+
 ## Before you reach out
 
 Before contacting support, we recommend:

@@ -17,7 +17,7 @@ Our support team can assist with:
 - Integration guidance for LocalStack in your application
 - Best practices for working with LocalStack services
 
-For non-technical inquiries, such as billing or account-related questions, contact us at [support@localstack.cloud](mailto:support@localstack.cloud).
+For non-technical inquiries, such as billing or account-related questions, contact us at [support@localstack.cloud](mailto:support@localstack.cloud) or via the [LocalStack Web Application](https://app.localstack.cloud/) chat.
 
 ## Support options
 
@@ -26,8 +26,7 @@ LocalStack offers different support plans with varying levels of access, respons
 Use the following sections to find the support option that best fits your needs:
 
 - [Get Help](/aws/help-support/get-help/): Learn which support channel to use based on your situation.
-- [Report an Issue](/aws/help-support/report-issue/): Submit a support request with the required details.
-- [Support Plans](/aws/help-support/support-plans/): Compare available plans and included features.
+- [Support Offerings](/aws/help-support/support-offerings/): Compare available plans and included features.
 - [Enterprise Support](/aws/help-support/enterprise-support/): Explore dedicated support options for enterprise customers.
 
 :::note

@@ -1,5 +1,5 @@
 ---
-title: Support Plans
+title: Support Offerings
 description: Compare LocalStack support plans, features, and response expectations.
 template: doc
 sidebar:
@@ -11,43 +11,54 @@ LocalStack offers multiple support plans with different levels of access, respon
 Choose the plan that best fits your needs based on the level of support and responsiveness required.
 
 
-## Plan overview
+## Plans overview
 
-| **Plan** | **Support Tier** |
+| **Plan** | **Tier** |
 | --- | --- |
+| Hobby (Free) | Basic Support |
 | Trial | Standard Support |
-| Base | Priority Support |
+| Base | Standard Support |
+| Ultimate | Priority Support |
 | Enterprise | Enterprise Support |
+| Student | Basic Support |
+
+
+## Legacy Plans Support Coverage 
+
+| **Plan** | **Tier** |
+| --- | --- |
+| Starter | Standard Support |
+| Teams | Priority Support |
 
 
 ## Feature comparison
 
-| **Features** | **Standard** | **Priority** | **Enterprise** |
-| --- | --- | --- | --- |
-| Documentation access | ✅ | ✅ | ✅ |
-| Community support | ✅ | ✅ | ✅ |
-| Operational support | ✅ | ✅ | ✅ |
-| 1:1 technical support | ✅ | ✅ | ✅ |
-| Screen sharing sessions |  | ✅ | ✅ |
-| Third-party tools support |  | Limited | Limited |
-| Faster response times |  | ✅ | ✅ |
-| Real-time chat support |  |  | ✅ |
-| Support ticketing portal |  |  | ✅ |
-| Service Level Agreements (SLAs) |  |  | ✅ |
-| Direct Slack/Teams channel |  |  | ✅ |
-| Dedicated CSM & TAM |  |  | ✅ |
+| **Features** | **Basic** | **Standard** | **Priority** | **Enterprise** |
+| --- | --- | --- | --- | --- |
+| Documentation access | ✅ | ✅ | ✅ | ✅ |
+| Community support | ✅ | ✅ | ✅ | ✅ |
+| Operational support | ✅ | ✅ | ✅ | ✅ |
+| 1:1 technical support | | ✅ | ✅ | ✅ |
+| Screen sharing sessions | |  | ✅ | ✅ |
+| Third-party tools support | |  | Limited | Limited |
+| Faster response times | |  | ✅ | ✅ |
+| Real-time chat support | |  |  | ✅ |
+| Support ticketing portal | |  |  | ✅ |
+| Service Level Agreements (SLAs) | |  |  | ✅ |
+| Direct Slack/Teams channel | |  |  | ✅ |
+| Dedicated CSM & TAM | |  |  | ✅ |
 
 
 ## Response expectations
 
-### Standard support (Trial)
+### Standard support
 
 - Best-effort support  
 - No guaranteed response times  
 - Typical response time: **24–48 hours** during business hours  
 
 
-### Priority support (Base)
+### Priority support
 
 - **First response:** within 24 hours  
 - **Follow-up responses:** within 24 hours  
@@ -86,28 +97,28 @@ Support does **not** include:
 - **Advanced third-party troubleshooting (Priority plan)**  
   Only basic integration guidance is provided for officially supported tools  
 
-- ** aws in production**  
+- **AWS in production**  
   Support is limited to LocalStack’s emulated services  
 
 
 ## Support channels by plan
 
-| **Channel** | **Standard** | **Priority** | **Enterprise** |
-| --- | --- | --- | --- |
-| Slack community | ✅ | ✅ | ✅ |
-| GitHub Discussions | ✅ | ✅ | ✅ |
-| Support email | ✅ | ✅ | ✅ |
-| Web application chat | ✅ | ✅ | ✅ |
-| Support ticketing portal |  |  | ✅ |
-| Dedicated Slack/Teams channel |  |  | ✅ |
+| **Channel** | **Basic** | **Standard** | **Priority** | **Enterprise** |
+| --- | --- | --- | --- | --- |
+| Slack community | ✅ | ✅ | ✅ | ✅ |
+| GitHub Discussions | ✅ | ✅ | ✅ | ✅ |
+| Support email | | ✅ | ✅ | ✅ |
+| Web application chat | | ✅ | ✅ | ✅ |
+| Support ticketing portal | |  |  | ✅ |
+| Dedicated Slack/Teams channel | |  |  | ✅ |
 
 
-## Support hours
+## Support business hours
 
 Support is available:
 
 - Monday to Friday  
-- 6:00 AM – 9:00 PM UTC , CET, and ET time zones  
+- 6:00 AM – 9:00 PM UTC  
 
 Excludes: