Creating a service request

To create a service request, follow these steps:

1. From the AMS Accelerate console, browse to Dashboard.

2. Choose Open a service request, the AMS – Service Request is pre-selected.

3. Choose a Category:

   • Backup related

   • Monitoring related

   • Other (non-resource-specific help or ask a how-to question)

   • Patch related

   • Reporting Query (request AMS-specific report data)

   • Resource Tagger

4. Choose a Severity (Plus or Premium tiers only):

   • General Guidance: Non-critical functions of your business service or application related to AWS or AMS Accelerate resources are impacted. This is the default for most service requests.

   • System Impaired: A non-production business service or application related to AWS/AMS Accelerate resources is moderately impacted and functioning in a degraded state due to one of the categories listed in step 4.

   • Production System Impaired: A production business service or application related to AWS or AMS Accelerate resources is moderately impacted and functioning in a degraded state due to one of the categories mentioned in the previous step.

   • Production System Down: Critical functions of a production business service or application related to AWS or AMS Accelerate resources are unavailable. In most cases, we recommend using the incident form instead.

   • Business Critical System Down (Premium tier only): Your business is significantly impacted. Critical functions of your application related to AWS or AMS Accelerate resources are unavailable. In most cases, we recommend using the incident form instead.

5. Enter information for:

   • Subject: A descriptive title for the service request.

   • Description: A comprehensive description of the service request, the systems impacted, and the expected outcome of a resolution.

6. To add an attachment, choose Attach files, browse to the attachment you want, and choose Open. To delete the attachment, choose the delete icon

7. Contact us: The default contact AMS through the web. To select other options:

   • Preferred contact language: English is the supported language for AMS Accelerate service requests.

   • Web: Your service request is submitted through the web and handled by the AMS operations team.

   • Chat: Chat online with an AMS Accelerate operations representative. This option adds you to the chat queue.

   • Phone: An AMS operations representative calls you back. Enter your AWS Region, phone number, and extension if applicable.

   • Additional contacts: Enter any additional email addresses you want copied on your service request.

8. Choose Submit.

   A case details page opens with information on the service request, such as Type, Subject, Created, ID, and Status. Plus, a Correspondence area that includes the description of the request you create.

   To open a correspondence area and provide additional details or updates in status, choose Reply.

   After the service request has been resolved, choose Resolve Case.

   If there are so many correspondences that they don't all appear on the page, choose Load More.

   Be sure to rate the service through the 1-5 star rating to let AMS know how we're doing.

Note

If you're going to test service request functionality, we recommend you add a no-action flag to your service request's subject, such as AMSTestNoOpsActionRequired. Then you can test without starting the service request resolution process.

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