Service request management

Topics

• When to use a service request
• How service request management works
• Creating a service request
• Monitoring and updating a service request
• Managing service requests with the support API
• Responding to an AMS Accelerate-generated service request

AMS Accelerate uses service request management to record, act on, communicate progress of, and provide notification of active service requests.

The goal of the service request management process is to ensure that your managed service is delivering what you need.

For billing-related queries, create a service request.

Note

The AMS Accelerate team receives service requests created by you programmatically using the AWS Support API with service code service-ams-operations-service-request.

Using the AWS Support Center, you can perform the following tasks:

• Report and update a service request. To an AMS Accelerate service request, choose AMS Operation -- Service Request from the Services menu.

• Get a list of, and detailed information about, all of your submitted service requests.

• Narrow your search for service requests by status and other filters.

• Add communications and file attachments to your requests, and add email recipients for case correspondence.

• Resolve service requests.

• Rate service request communications.