Ask for human support

AWS DevOps Agent can connect directly with AWS Support to streamline your incident response process. When you need additional help from AWS Support, from your DevOps Agent Space web app you can create support cases that automatically share investigation context with AWS Support engineers, reducing the time needed to explain your issue.

How it works

When investigating an incident, AWS DevOps Agent builds a comprehensive log of its analysis, including:

• Root cause investigation findings

• Metrics, logs, and traces analyzed

• Code changes and deployment history reviewed

• Remediation actions recommended

• Timeline of events and system behavior

You can escalate your investigation to AWS Support directly from the AWS DevOps Agent Space web app. When you do, AWS DevOps Agent automatically passes its investigation log to AWS Support, providing the support engineer with full context about your investigation without requiring you to manually gather and explain the details.

Chatting with AWS Support

Once you create a support case, you can communicate with AWS Support in a separate chat window within your AWS DevOps Agent Space web app. This allows you to:

• Discuss your issue with AWS Support engineers alongside your AWS DevOps Agent's investigation timeline

• View both AWS DevOps Agent's automated analysis and AWS Support's expert guidance in the same interface

• Seamlessly share additional information or clarification as needed

The chat experience keeps your AWS DevOps Agent investigation and AWS Support conversation readily accessible, enabling faster collaboration and resolution.

Support plan requirements

Your ability to create and interact with support cases through AWS DevOps Agent depends on your AWS Support plan. Please refer to the Support Plans user guide to learn more about your entitlements.

Note Basic Support customers cannot create technical support cases and therefore cannot escalate AWS DevOps Agent investigations to AWS Support Developer Support customers can create cases through AWS DevOps Agent, but must visit the AWS Support Center to correspond with Support engineers, as Developer Support does not include chat-based support All other plans can use the integrated chat experience within AWS DevOps Agent. For complete details about support plan entitlements, including response times and available case severities, see the AWS Support Plans User Guide.

What information is shared with AWS Support

When you create a support case from AWS DevOps Agent Space web app, the following information is automatically shared with AWS Support:

• Investigation timeline: Chronological record of AWS DevOps Agent's analysis

• Resource information: Affected AWS resources

• Observability data: Relevant metrics, logs, and traces from your integrated monitoring tools

• Recent changes: Code deployments, infrastructure changes, and configuration updates

• Remediation attempts: Actions AWS DevOps Agent recommended

• Impact assessment: Scope and severity of the incident

All data shared with AWS Support follows your existing AWS data residency and security configurations. AWS DevOps Agent shares only information related to your specific investigation and respects your organization's data governance policies.

Getting started

To use AWS DevOps Agent's AWS Support integration:

1. Ensure you have an active AWS Support plan.

2. Verify your AWS DevOps Agent’s IAM permissions include support case creation (support:CreateCase, support:DescribeCases).

3. When AWS DevOps Agent is investigating an issue and you need AWS Support assistance, choose Ask for human support from your DevOps Agent Space web app.

4. Review the investigation summary that will be shared with AWS Support.

5. Select the appropriate case severity based on your support plan entitlements.

6. Submit the case - AWS DevOps Agent automatically includes your investigation log.

The chat window opens automatically, allowing you to begin collaborating with AWS Support immediately.