Incident management - AMS Accelerate Operations Plan

Incident management

In AMS Accelerate, you use the AWS Support Center in the AWS Console to file incident reports. Incidents are AWS service performance issues that impact your managed environment, as determined by AMS Accelerate or you. Incidents identified by the AMS Accelerate team are first received as "events" (a change in system state captured by monitoring). If a configured threshold is breached, the event triggers an alarm, also called an alert. The AMS Accelerate operations team determines if the event is non-impacting, or an incident (a service interruption or degradation), or a problem (the underlying root cause of one or more incidents).

Note

The AMS Accelerate team also receives incidents created by you programmatically using the AWS Support API with service code service-ams-operations-report-incident.

For information about using AWS Support, see Getting started with AWS Support.

How incident response and resolution work

AMS Accelerate uses IT service management (ITSM) incident management best practices to restore service, when needed, as quickly as possible.

We provide 24/7/365 follow-the-sun support through five operations centers around the world with dedicated operators actively watching monitoring dashboards and incident queues.

Our operations engineers use internal incident tracking tools to identify, log, categorize, prioritize, diagnose, resolve, and close incidents; we provide you with updates on all of these activities through AWS Support Center and through the AWS Support API. Our operators leverage a variety of internal AWS support tools to help with all of those activities. These operators are deeply familiar with AMS Accelerate-supported infrastructure and have expert-level technical skills to address identified support issues. In the event our operators need assistance, the Premium Support and AWS service teams are available.

After your incident is received by the AMS Accelerate operations team, we validate the priority and classification working with you if there are any clarifications required. For example, if the incident report is better classified as a service request, it's reclassified and the AMS Accelerate service request team takes over and you're notified. If the incident can be resolved by the receiving operator, steps are taken to quickly resolve the incident. AMS Accelerate operators consult internal documentation for a resolution and, if needed, escalate the incident to other support resources until the incident is resolved. After it's resolved, the AMS Accelerate operations team documents the incident and resolution for future use.

In cases where critical severity incidents are impacting your critical workloads, AMS Accelerate may recommend an infrastructure restore. There is often a trade-off between troubleshooting an issue and simply restoring from a known functional backup, and your risks and impacts from service downtime are the deciding factors. If you have time to devote to troubleshooting issues, AMS Accelerate will assist you, and your cloud service delivery manager (CSDM) may get involved, but if the urgency to restore is high, AMS Accelerate can initiate a restore right away.