Creating a service request - AMS Accelerate Operations Plan

Creating a service request

To create a service request using the AWS Management console, follow these steps:

  1. Browse to Support.

  2. Choose Create Case.

  3. Then open the Technical support issue type menu, and choose AMS Operations – Service Request. Supply information about your service request and choose Create.

  4. Choose a Category:

    • Backup related: Use this for any questions or requests related to backup activities.

    • Monitoring related: Use this for any questions or requests related to monitoring activities.

    • Other: Use this to request non-resource-specific help or ask a how-to question.

    • Patch related: Use this for any questions or requests related to patch activities.

    • Reporting Query: Use this to request AMS-specific report data.

    • Resource Tagger: Use this for any questions or requests related to Resource Tagger.

  5. Choose a Severity:

    • 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: 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.

  6. Enter information for:

    • Subject: A descriptive title for the service request.

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

  7. To add an attachment, choose Add Attachment, browse to the attachment you want, and choose Open. To delete the attachment, choose the delete icon

  8. Contact Method: The default contact method is 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.

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

  9. Choose Submit.

    A case details page opens with information on the service request, such as TypeSubjectCreated, 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.