Contacting EDI Cloud Operations

Your designated E-SDM provides advisory assistance across EDI and has a detailed understanding of your use case and technology architecture for your managed environment. Your E-SDM works with account managers, technical account managers (TAMs), cloud architects (CAs), and AWS solutions architects (SAs), as applicable. The E-SDM is your primary point of contact for EDI.

The following are the primary responsibilities of your E-SDM:

• Organize and lead monthly service review meetings with you.

• Provide details on security, software updates for your EDI environment, and opportunities for optimization.

• Champion your requirements, including feature requests for EDI on AWS.

• Respond to and resolve billing and service reporting requests.

EDI Cloud Operations contact hours

The following table lists the ECO contact hours:

Feature	ECO team
Service request	24 hours a day, 7 days a week
Incident management	24 hours a day, 7 days a week
Backup and recovery	24 hours a day, 7 days a week
Patch management	24 hours a day, 7 days a week
Monitoring and alerting	24 hours a day, 7 days a week
E-SDM	Monday to Friday: 08:00 – 17:00, local business hours

EDI Cloud Operations escalation path

ECO supports customers with incident management and service request management, 24 hours a day, 7 days a week, 365 days a year in accordance with the Incident management response time.

To report an EDI service performance issue, use the AWS Support Center and submit an incident case. For details, see Submitting EDI incidents. For general information about ECO incident management, see Incident management in ECO.

To request information, advice, or additional services from ECO, use the AWS Support Center and submit a service request. For details, see Creating EDI service requests.