Incident management for service events - AWS Incident Detection and Response User Guide

Incident management for service events

AWS Incident Detection and Response notifies you during AWS service disruptions that have broad customer impact, including issues affecting multiple customers or problems with AWS services that your workload uses within an affected AWS Region or Availability Zone. Upon request, AWS Incident Detection and Response incident managers can join your conference call bridge to do the following:

  • Guide you through recovery plan implementation

  • Relay potential workarounds

  • Gather your information about the incident and impact

  • Advocate and escalate issues within AWS on your behalf

You receive service disruption notifications through AWS Health. If you operate in an AWS Region unaffected by the service disruption or don't use the impaired services, you continue to receive support through standard AWS Incident Detection and Response engagements. For more information about AWS Health, see What is AWS Health?.

To learn more about how AWS Incident Detection and Response supports you during service disruptions, review the following incident response workflow diagram. The diagram outlines the steps taken by AWS teams, and describes how incident response teams collaborate with you to identify, mitigate, and resolve the service disruption.

Workflow diagram showing actions taken by AWS in collaboration with you.