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AWS SUPPORT


USER GUIDE

 * Get started with AWS Support
    * Create support cases and case management
       * Example: Create a support case for account and billing
       * Troubleshooting
   
    * Create a service quota increase
    * Update, resolve, and reopen your cases
    * AWS Support Recommendations
       * Manage access to AWS Support Recommendations
       * Monitoring and logging for AWS Support Recommendations
          * Logging AWS Support Recommendations calls with AWS CloudTrail
   
    * Working with AWS SDKs

 * About the AWS Support API
 * AWS Support Plans
    * Changing AWS Support Plans

 * AWS Trusted Advisor
    * Get started with Trusted Advisor Recommendations
    * Get started with the Trusted Advisor API
    * Using Trusted Advisor as a web service
    * Organizational view for AWS Trusted Advisor
       * Using IAM policies to allow access to organizational view
       * Using other AWS services to view Trusted Advisor reports
   
    * View Trusted Advisor checks powered by AWS Config
    * View your Security Hub controls in Trusted Advisor
    * Opt in AWS Compute Optimizer for Trusted Advisor checks
    * Get started with AWS Trusted Advisor Priority
    * Get started with AWS Trusted Advisor Engage (Preview)
    * Trusted Advisor check reference
       * Cost optimization
       * Performance
       * Security
       * Fault tolerance
       * Service limits
       * Operational Excellence
   
    * Change log for AWS Trusted Advisor

 * AWS Support App in Slack
    * Prerequisites
       * Manage access to the AWS Support App widget
       * Manage access to the AWS Support App
   
    * Authorize a Slack workspace
    * Configure a Slack channel
    * Create support cases in Slack
    * Reply to support cases in Slack
    * Join a live chat session with AWS Support
    * Search for support cases in Slack
    * Resolve support cases in Slack
    * Reopen support cases in Slack
    * Request service quota increases
    * Delete a Slack channel configuration from the AWS Support App
    * Delete a Slack workspace configuration from the AWS Support App
    * AWS Support App in Slack commands
    * View AWS Support App correspondences in the AWS Support Center Console
    * Create AWS CloudFormation resources for the AWS Support App in Slack

 * Security
    * Data protection
    * Security for support cases
    * Identity and access management
       * How AWS Support works with IAM
       * Identity-based policy examples
       * Using service-linked roles
          * Using service-linked roles for AWS Support
          * Using service-linked roles for Trusted Advisor
      
       * AWS managed policies
          * AWS managed policies for AWS Support
             * Permission changes for AWSSupportServiceRolePolicy
         
          * AWS managed policies for AWS Support App in Slack
          * AWS managed policies for AWS Trusted Advisor
          * AWS managed policies for AWS Support Plans
      
       * Manage access to AWS Support Center
       * Manage access to AWS Support Plans
       * Manage access to AWS Trusted Advisor
       * Example Service Control Policies for AWS Trusted Advisor
       * Troubleshooting
   
    * Incident response
    * Logging and monitoring in AWS Support and AWS Trusted Advisor
    * Compliance validation
    * Resilience
    * Infrastructure security
    * Configuration and vulnerability analysis

 * Code examples
    * Actions
       * AddAttachmentsToSet
       * AddCommunicationToCase
       * CreateCase
       * DescribeAttachment
       * DescribeCases
       * DescribeCommunications
       * DescribeServices
       * DescribeSeverityLevels
       * DescribeTrustedAdvisorCheckRefreshStatuses
       * DescribeTrustedAdvisorCheckResult
       * DescribeTrustedAdvisorCheckSummaries
       * DescribeTrustedAdvisorChecks
       * RefreshTrustedAdvisorCheck
       * ResolveCase
   
    * Scenarios
       * Get started with cases

 * Monitoring and logging for AWS Support
    * Monitoring AWS Support cases with EventBridge
    * Logging AWS Support API calls with AWS CloudTrail
    * Logging AWS Support App API calls with CloudTrail

 * Monitoring and logging for Support Plans
    * Logging AWS Support Plans API calls with AWS CloudTrail

 * Monitoring and logging for Trusted Advisor
    * Monitoring Trusted Advisor check results with EventBridge
    * Creating CloudWatch alarms to monitor Trusted Advisor metrics
    * Logging AWS Trusted Advisor console actions with AWS CloudTrail

 * Troubleshooting resources
 * Document history
 * AWS Glossary

Creating support cases and case management - AWS Support
AWSDocumentationAWS SupportUser Guide
Creating a support caseDescribing your problemChoosing a severity


CREATING SUPPORT CASES AND CASE MANAGEMENT

PDFRSS

In the AWS Management Console, you can create three types of customer cases in
AWS Support:

 * Account and billing support cases are available to all AWS customers. You can
   get help with billing and account questions.

 * Service limit increase requests are available to all AWS customers. For more
   information about the default service quotas, formerly referred to as limits,
   see AWS service quotas in the AWS General Reference.

 * Technical support cases connect you to technical support for help with
   service-related technical issues and, in some cases, third-party
   applications. If you have Basic Support, you can't create a technical support
   case.
   
   NOTES
   
    * To change your support plan, see Changing AWS Support Plans.
   
    * To close your account, see Closing an Account in the AWS Billing User
      Guide.
   
    * To find common troubleshooting topics for AWS services, see
      Troubleshooting resources.
   
    * If you're a customer of an AWS Partner that is part of the AWS Partner
      Network, and you use Resold Support, contact your AWS Partner directly for
      any billing related issues. AWS Support can't assist with non-technical
      issues for Resold Support, such as billing and account management. For
      more information, see the following topics:
      
       * How AWS Partners can determine AWS Support plans in an organization
      
       * AWS Partner-Led Support


CREATING A SUPPORT CASE


You can create a support case in the Support Center of the AWS Management
Console.

NOTES

 * You can sign in to Support Center as the root user of your AWS account or as
   an AWS Identity and Access Management (IAM) user. For more information, see
   Manage access to AWS Support Center.

 * If you can't sign in to Support Center and create a support case, you can use
   the Contact Us page instead. You can use this page to get help with billing
   and account issues.

TO CREATE A SUPPORT CASE

 1.  Sign in to the AWS Support Center Console.
     
     TIP
     
     In the AWS Management Console, you can also choose the question mark icon (
     ) and then choose Support Center.

 2.  Choose Create case.

 3.  Choose one of the following options:
     
      * Account and billing
     
      * Technical
     
      * For service quota increases, choose Looking for service limit increases?
        and then follow the instructions for Creating a service quota increase.

 4.  Choose the Service, Category, and Severity.
     
     TIP
     
     You can use the recommended solutions that appear for commonly asked
     questions.

 5.  Choose Next step: Additional information

 6.  On the Additional information page, for Subject, enter a title about your
     issue.

 7.  For Description, follow the prompts to describe your case, such as the
     following:
     
      * Error messages that you received
     
      * Troubleshooting steps that you followed
     
      * How you're accessing the service:
        
         * AWS Management Console
        
         * AWS Command Line Interface (AWS CLI)
        
         * API operations

 8.  (Optional) Choose Attach files to add any relevant files to your case, such
     as error logs or screenshots. You can attach up to three files. Each file
     can be up to 5 MB.

 9.  Choose Next step: Solve now or contact us.

 10. On the Contact us page, choose your preferred language.

 11. Choose your preferred contact method. You can choose one of the following
     options:
     
     1. Web – Receive a reply in Support Center.
     
     2. Chat – Start a live chat with a support agent. If you can't connect to a
        chat, see Troubleshooting.
     
     3. Phone – Receive a phone call from a support agent. If you choose this
        option, enter the following information:
        
         * Country or region
        
         * Phone number
        
         * (Optional) Extension
     
     NOTES
     
      * The contact options that appear depend on the type of case and your
        support plan.
     
      * You can choose Discard draft to clear your support case draft.

 12. (Optional) If you have a Business, Enterprise On-Ramp, or Enterprise
     Support plan, the Additional contacts option appears. You can enter the
     email addresses of people to notify when the status of the case changes. If
     you're signed in as an IAM user, include your email address. If you're
     signed in with your root account email address and password, you don't need
     to include your email address
     
     NOTE
     
     If you have the Basic Support plan, the Additional contacts option isn't
     available. However, the Operations contact specified in the Alternate
     Contacts section of the My Account page receives copies of the case
     correspondence, but only for the specific case types of account and
     billing, and technical.

 13. Review your case details and then choose Submit. Your case ID number and
     summary appear.


DESCRIBING YOUR PROBLEM


Make your description as detailed as possible. Include relevant resource
information, along with anything else that might help us understand your issue.
For example, to troubleshoot performance, include timestamps and logs. For
feature requests or general guidance questions, include a description of your
environment and purpose. In all cases, follow the Description Guidance that
appears on your case submission form.

When you provide as much detail as possible, you increase the chances that your
case can be resolved quickly.


CHOOSING A SEVERITY


You might be inclined to always create a support case at the highest severity
that your support plan allows. However, we recommend that you choose the highest
severities for cases that can't be worked around or that directly affect
production applications. For information about building your services so that
losing single resources doesn't affect your applications, see the Building
Fault-Tolerant Applications on AWS technical paper.

The following table lists the severity levels, response times, and example
problems.

NOTES

 * You can't change the severity code for a support case after you create one.
   If your situation changes, work with the AWS Support agent for your support
   case.

 * For more information about the severity level, see the AWS Support API
   Reference.

Severity Severity level code First-response time Description and support plan

General guidance

low

24 hours

You have a general development question, or you want to request a feature.
(*Developer, Business, Enterprise On-Ramp, or Enterprise Support plan)

System impaired

normal

12 hours

Non-critical functions of your application are behaving abnormally, or you have
a time-sensitive development question. (*Developer, Business, Enterprise
On-Ramp, or Enterprise Support plan)

Production system impaired

high

4 hours

Important functions of your application are impaired or degraded. (Business,
Enterprise On-Ramp, or Enterprise Support plan)

Production system down

urgent

1 hour

Your business is significantly impacted. Important functions of your application
aren't available. (Business, Enterprise On-Ramp, or Enterprise Support plan)

Business-critical system down critical 15 minutes

Your business is at risk. Critical functions of your application aren't
available (Enterprise Support plan). Note that this is 30 minutes for the
Enterprise On-Ramp Support plan.


RESPONSE TIMES

We make every reasonable effort to respond to your initial request within the
indicated timeframe. For information about the scope of support for each AWS
Support plan, see AWS Support features.

If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you have
24/7 access for technical support. *For Developer Support, response targets for
support cases are calculated in business hours. Business hours are generally
defined as 08:00 to 18:00 in the customer country, excluding holidays and
weekends. These times can vary in countries with multiple time zones. The
customer country information appears in the Contact Information section of the
My Account page in the AWS Management Console.

NOTE

If you choose Japanese as your preferred contact language for support cases,
support in Japanese may be available as follows:

 * If you need customer service for non-technical support cases, or if you have
   a Developer Support plan and need technical support, support in Japanese is
   available during business hours in Japan defined as 09:00 AM to 06:00 PM
   Japan Standard Time (GMT+9), excluding holidays and weekends.

 * If you have a Business, Enterprise On-Ramp, or Enterprise Support plan,
   technical support is available 24/7 in Japanese.

If you choose Chinese as your preferred contact language for support cases,
support in Chinese may be available as follows:

 * If you need customer service for non-technical support cases, support in
   Chinese is available 09:00 AM to 06:00 PM (GMT+8), excluding holidays and
   weekends.

 * If you have a Developer Support plan, technical support in Chinese is
   available during business hours generally defined as 8:00 AM to 6:00 PM in
   your country as set in My Account, excluding holidays and weekends. These
   times may vary in countries with multiple time zones.

 * If you have a Business, Enterprise On-Ramp, or Enterprise Support plan,
   technical support is available 24/7 in Chinese.

If you choose Korean as your preferred contact language for support cases,
support in Korean may be available as follows:

 * If you need customer service for non-technical support cases, support in
   Korean is available during business hours in Korea defined as 09:00 AM to
   06:00 PM Korean Standard Time (GMT+9), excluding holidays and weekends.

 * If you have a Developer Support plan, technical support in Korean is
   available during business hours generally defined as 8:00 AM to 6:00 PM in
   your country as set in My Account, excluding holidays and weekends. These
   times may vary in countries with multiple time zones.

 * If you have a Business, Enterprise On-Ramp, or Enterprise Support plan,
   technical support is available 24/7 in Korean.

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ON THIS PAGE

 * Creating a support case
 * Describing your problem
 * Choosing a severity