Creating a CodeCatalyst support case in CodeCatalyst - Amazon CodeCatalyst

Creating a CodeCatalyst support case in CodeCatalyst

You can create a support case in the AWS Support for Amazon CodeCatalyst page.

An AWS Builder ID can only get support for the alias they are authenticated with and only for resources based on their permissions. Account and billing options are available for all space administrators and space members. However, users can only get support for resources they have access to in CodeCatalyst and not in relation to managing billing for the account.

You can create an Account and Billing case or technical support case for your CodeCatalyst resources using the AWS Support for CodeCatalyst page for your space.

Note

Only cases specific to the CodeCatalyst service and resources can be supported through AWS Support for Amazon CodeCatalyst. CodeCatalyst resources include resources deployed within CodeCatalyst and by users in CodeCatalyst, but these do not include resources deployed for other AWS or third-party services. If you need support for any other AWS service, you must open it through the AWS Management Console.

To create a support case in CodeCatalyst
  1. Open the CodeCatalyst console at https://codecatalyst.aws/.

  2. Navigate to your CodeCatalyst space.

    Tip

    If you belong to more than one space, choose a space in the top navigation bar.

  3. At the top of the page, choose the ? icon, and then choose Support.

  4. Choose Create case.

  5. Choose one of the following options:

    • Account and billing

    • Technical

      Note

      In AWS Support for Amazon CodeCatalyst, if a Business Support or Enterprise Support plan is added to the space billing account, CodeCatalyst technical case support will be available to all space administrators and space members. For troubleshooting information, see I cannot create technical support cases for my space.

      AWS Support plans do not span across spaces. If you are a member of multiple spaces, your space administrator will need to purchase an AWS Support Premium plan for every space in order to receive technical support across all spaces.

  6. Choose the Service, Category, and Severity. For information about choosing a severity, see Choosing a severity.

    • General guidance

    • System impaired

    • Production system impaired

    • Production system down

    • Business-critical system down

  7. Choose Next step: Additional information.

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

  9. For Description, follow the prompts to describe your case, such as the following:

    • Troubleshooting information that is specific to CodeCatalyst, such as workflow ID, logs, or screenshots

    • Error messages that you received

    • Troubleshooting steps that you followed

    Note

    Don't share any sensitive information in case correspondences, such as credentials, credit cards, signed URLs, or personally identifiable information.

  10. (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.

  11. In Space name, the name of your space displays.

  12. In Builder name, the full name associated with your AWS Builder ID autopopulates.

  13. (Optional) Choose the project in Project name (if applicable).

    Note

    You will only be shown projects you have permissions to. If you need access to another project, ask your project administrator to provide you with access before creating a support case.

  14. Choose Next step: Contact us.

  15. In Preferred contact language, choose the default. Only English is available at this time.

  16. Choose the Web, Phone, or Chat option for contact method.

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

    The support case is created at the space level and is viewable by all members with access to the space and project (if selected) that are defined in your support case. There is no way to omit a support case from individual users at this time.