Amazon CodeCatalyst is no longer open to new customers. Existing customers can continue to use the service as normal. For more information, see [How to migrate from CodeCatalyst](migration.md).
# Support for Amazon CodeCatalyst
When you create a space, you must connect an AWS account and designate it as the billing account for your space. The AWS account you designate as your billing account is also where you access your Support plan for Amazon CodeCatalyst. If you need support, you can create support cases from this designated AWS account.
CodeCatalyst users in a space use the Support for Amazon CodeCatalyst page in CodeCatalyst to manage support cases. You can upgrade to an Support plan such as Business Support or Enterprise Support to create and manage CodeCatalyst technical support cases in CodeCatalyst. Support is available through phone, web, or chat for support cases.
Only cases specific to the CodeCatalyst service and resources can be supported through Support for Amazon CodeCatalyst. CodeCatalyst resources include resources deployed within CodeCatalyst and by users in CodeCatalyst, but these do not include resources deployed for other AWS or third-party services. If you need support for any other AWS service, you must open it through the AWS Management Console.
To change your support plan, see [Changing support plans](https://docs.aws.amazon.com//awssupport/latest/user/changing-support-plans.html).
**Note**
Developer Support plans are not designed for production environments. If a space billing account has a Developer Support plan, this plan does not **cascade** to all space administrators and space members within Support in CodeCatalyst.
# Billing for Support for Amazon CodeCatalyst
When you create a space in CodeCatalyst, users in the space can create and manage support cases from Support for Amazon CodeCatalyst. You can create two types of customer cases:
+ **Account and billing** support cases are available to all CodeCatalyst users in the space. You can get help with billing and account questions based on your permissions in CodeCatalyst.
+ **Technical** support cases connect you to a technical support engineer for help with service-related technical issues and extensions to third-party applications. If you have Basic Support, you can't create a technical support case.
The AWS account designated as the billing account for the space must have a Business Support or Enterprise Support plan for the space to use Support for CodeCatalyst for technical cases.
**Note**
If your space uses Support for Amazon CodeCatalyst from an account that doesn't have a Business Support or Enterprise Support plan, you can still use Support for Amazon CodeCatalyst for account and billing cases.
For technical support, you must open all cases through the CodeCatalyst console. You cannot create technical support cases for CodeCatalyst from [Support](https://aws.amazon.com/premiumsupport/) in the AWS Management Console.
**Note**
**Service limit increase** requests are not available from Support for Amazon CodeCatalyst. These requests can only be submitted by the root user for the space billing account in the AWS Support Center Console.
Support for Amazon CodeCatalyst has the same support agreements as Support, with the following considerations:
+ Severity lists, response times, and SLAs in Support apply for support cases in Support for CodeCatalyst, as detailed in [Choosing a severity](https://docs.aws.amazon.com//awssupport/latest/user/case-management.html#choosing-severity).
+ Space administrators and space members cannot use the Support APIs or AWS SDK or Support app in Slack to create cases for CodeCatalyst. CodeCatalyst support cases can only be submitted from CodeCatalyst.
**Note**
CodeCatalyst is not fully integrated with AWS Trusted Advisor or AWS Incident Detection and Response. Validate how CodeCatalyst is integrated to ensure your business practices are aligned with the current integration.
You must be a user in the space where you want to request support.
**Note**
If you have more than one builder in your space, we recommend that you purchase a Business Support or Enterprise Support plan. These plans provide technical support for the space for up to 5,000 builders.
The AWS account designated as the billing account for the space uses the `AWSRoleForCodeCatalystSupport` role and [AmazonCodeCatalystSupportAccess](security-iam-awsmanpol.md#security-iam-awsmanpol-AmazonCodeCatalystSupportAccess) managed policy. This allows CodeCatalyst users in a space to access the Support for Amazon CodeCatalyst page. For more information about this role and policy, see [AmazonCodeCatalystSupportAccess](security-iam-awsmanpol.md#security-iam-awsmanpol-AmazonCodeCatalystSupportAccess). For other considerations about billing, see [Managing billing](https://docs.aws.amazon.com/codecatalyst/latest/adminguide/managing-billing.html) in the Amazon CodeCatalyst Administrator Guide.
Here is a possible flow for a builder creating a support case in CodeCatalyst:
Mateo Jackson is a developer on a project in CodeCatalyst. After signing up the AWS account that manages billing with Support for Amazon CodeCatalyst and upgrading to a Business Support plan, all builders in the space can create technical support cases. Mateo submits a technical support case for a failed workflow in their project. Mateo uses the Support for Amazon CodeCatalyst page to fill out the form and create a case, providing the workflow ID and other details in the request. The case is created with a case ID and includes the account ID of the AWS account designated as the billing account and associated with support plan for the space.
While all builders can create support cases in Support for CodeCatalyst, you are not charged for each case created. You can open virtually unlimited cases and contacts based on the Support Premium plan you purchase on your space billing account.
**Note**
The space billing account is the AWS account that you are charged for CodeCatalyst users and resources. If you have deployed to additional AWS accounts, contact Support through the AWS Management Console for assistance with resources deployed to other services.
You can identify the AWS account you deployed to from the workflow.
# Setting up your space for Support for Amazon CodeCatalyst
Support for Amazon CodeCatalyst manages support cases as part of Support API integration with CodeCatalyst.
The `AWSRoleForCodeCatalystSupport` role is a service role that is used for support cases in your space. The role must be added to the designated billing account for the space. For more information or to create the role, see [Creating the **AWSRoleForCodeCatalystSupport** role for your account and space](ipa-iam-roles.md#ipa-iam-roles-support-create).
**Note**
For a space that was created before April 20, 2023, you must create the role in order for support for CodeCatalyst to work for your space. If creating a space after April 20, 2023, you can create the role during space creation, on the Billing details page in CodeCatalyst, or by clicking the support banner link in CodeCatalyst.
**To set up support for your space**
1. When you create a CodeCatalyst space, you are instructed to connect a billing account. The designated billing account for the space will be billed by AWS. For more information about creating a space, see [Creating a new space and development role (starting without an invitation)](sign-up-create-resources.md).
1. When you create a CodeCatalyst space, the option is available to create the `AWSRoleForCodeCatalystSupport` service role that allows CodeCatalyst users to access support. The role uses the managed policy `AmazonCodeCatalystSupportAccess`. The role must be added to the AWS account designated as the billing account for the space. For more information about creating this role, see [Creating the **AWSRoleForCodeCatalystSupport** role for your account and space](ipa-iam-roles.md#ipa-iam-roles-support-create).
1. For the designated billing account for the space, the space administrator is recommended to purchase a Business Support or Enterprise Support plan for the AWS account. All members in the space will be able to manage support cases from Support for Amazon CodeCatalyst, and channels of support will be aligned to the Support plan you have purchased where integrations are completed.
1. To create and manage support cases in CodeCatalyst, see [Creating a CodeCatalyst support case in CodeCatalyst](creating-a-support-case.md).
# Accessing support for CodeCatalyst in the AWS Management Console
If the support enabled billing account for a space is disconnected, Support cases associated with the previous space billing account and associated support plan will no longer be visible in Support for Amazon CodeCatalyst. The root user for that billing account can view and resolve old cases from the AWS Management Console and can set up IAM permissions for Support for other users to view and resolve old cases. You will still be able to partake in the benefits of your support plan from the AWS Management Console for all other AWS services and complete any CodeCatalyst support cases that were not previously resolved.
For more information, see [Updating, resolving, and reopening your case](https://docs.aws.amazon.com//awssupport/latest/user/monitoring-your-case.html) in the *Support User Guide*.
Support cases for general how-to information about CodeCatalyst can also be opened in the AWS Management Console, but no technical support can be received through this channel for CodeCatalyst. For more information, see [Creating support cases and case management](https://docs.aws.amazon.com//awssupport/latest/user/case-management.html) in the *Support User Guide*.
Here is a possible flow for a user resolving a support case for CodeCatalyst in the AWS Management Console:
While all builders can create support cases with Support for Amazon CodeCatalyst, the support requests are billed from the account that is designated as the billing account for the space. Mateo Jackson is a developer on a project in CodeCatalyst who opened a technical support case for a failed workflow in their project. However, the billing account for the space that was signed up with Support for Amazon CodeCatalyst and had purchased a Business Support plan has been disconnected from the space. The only way for Mateo to view the latest communication and resolve cases opened for CodeCatalyst is to manage the case ID from the Support Center in the AWS Management Console. To do this, Mateo is given IAM permissions from the root user of the previous space billing account attached to their support case and resolves the case through Support in the console.
**Important**
If you change the designated billing account for your space, your Support plan will still be accessible until the end of the month through the AWS Management Console only. You will need to repurchase Support on the updated billing account to continue accessing your previously created support cases in CodeCatalyst. We recommend waiting until you have resolved all of your support cases to change space billing accounts to avoid any impact to accessing your support cases through Support for Amazon CodeCatalyst.
# Creating a CodeCatalyst support case in CodeCatalyst
You can create a support case in the Support for Amazon CodeCatalyst page.
An AWS Builder ID can only get support for the alias they are authenticated with and only for resources based on their permissions. Account and billing options are available for all space administrators and space members. However, users can only get support for resources they have access to in CodeCatalyst and not in relation to managing billing for the account.
You can create an Account and Billing case or technical support case for your CodeCatalyst resources using the Support for CodeCatalyst page for your space.
**Note**
Only cases specific to the CodeCatalyst service and resources can be supported through Support for Amazon CodeCatalyst. CodeCatalyst resources include resources deployed within CodeCatalyst and by users in CodeCatalyst, but these do not include resources deployed for other AWS or third-party services. If you need support for any other AWS service, you must open it through the AWS Management Console.
**To create a support case in CodeCatalyst**
1. Open the CodeCatalyst console at [https://codecatalyst.aws/](https://codecatalyst.aws/).
1. Navigate to your CodeCatalyst space.
**Tip**
If you belong to more than one space, choose a space in the top navigation bar.
1. At the top of the page, choose the **?** icon, and then choose **Support**.
1. Choose **Create case**.
1. Choose one of the following options:
+ **Account and billing**
+ **Technical**
**Note**
In Support for Amazon CodeCatalyst, if a Business Support or Enterprise Support plan is added to the space billing account, CodeCatalyst technical case support will be available to all space administrators and space members. For troubleshooting information, see [I cannot create technical support cases for my space](troubleshooting.md#troubleshoot-support-technical-cases).
Support plans do not span across spaces. If you are a member of multiple spaces, your space administrator will need to purchase an Support Premium plan for every space in order to receive technical support across all spaces.
1. Choose the **Service**, **Category**, and **Severity**. For information about choosing a severity, see [Choosing a severity](https://docs.aws.amazon.com//awssupport/latest/user/case-management.html#choosing-severity).
+ **General guidance**
+ **System impaired**
+ **Production system impaired**
+ **Production system down**
+ **Business-critical system down**
1. Choose **Next step: Additional information**.
1. On the **Additional information** page, for **Subject**, enter a title about your issue.
1. For **Description**, follow the prompts to describe your case, such as the following:
+ Troubleshooting information that is specific to CodeCatalyst, such as workflow ID, logs, or screenshots
+ Error messages that you received
+ Troubleshooting steps that you followed
**Note**
Don't share any sensitive information in case correspondences, such as credentials, credit cards, signed URLs, or personally identifiable information.
1. (Optional) Choose **Attach files** to add any relevant files to your case, such as error logs or screenshots. You can attach up to three files. Each file can be up to 5 MB.
1. In **Space name**, the name of your space displays.
1. In **Builder name**, the full name associated with your AWS Builder ID autopopulates.
1. (Optional) Choose the project in **Project name (if applicable)**.
**Note**
You will only be shown projects you have permissions to. If you need access to another project, ask your project administrator to provide you with access before creating a support case.
1. Choose **Next step: Contact us**.
1. In **Preferred contact language**, choose the default. Only **English** is available at this time.
1. Choose the **Web**, **Phone**, or **Chat** option for contact method.
1. Review your case details, and then choose **Submit**. Your case ID number and summary appear.
The support case is created at the space level and is viewable by all members with access to the space and project (if selected) that are defined in your support case. There is no way to omit a support case from individual users at this time.
# Resolving a support case in CodeCatalyst
You can resolve open support cases from the Support for Amazon CodeCatalyst page.
You must have a **Space administrator** or **Space member** role in the space where you want to resolve a support case. If you do not have the **Space administrator** role, or if a project was selected when the case was created, you will also need to have membership to the project to view and resolve the case.
**To resolve an open support case in CodeCatalyst**
1. Open the CodeCatalyst console at [https://codecatalyst.aws/](https://codecatalyst.aws/).
1. Navigate to your CodeCatalyst space.
**Tip**
If you belong to more than one space, choose a space in the top navigation bar.
1. At the top of the page, choose the **?** icon, and then choose **Support for Amazon CodeCatalyst**.
1. Choose the link for the support case that you want to manage. Choose **Resolve case**.
# Reopening a support case in CodeCatalyst
You can use the reopen a resolved support case from the Support for Amazon CodeCatalyst page.
**Note**
You can reopen your support case up to 14 days from when your issue was resolved. However, you can't reopen a case that has been inactive for more than 14 days. If you're unable to reopen your case, open a new case and include the previous case ID as a reference.
If you reopen an existing case that has different information than your current issue, the support agent might ask you to create a new case.
**To reopen a support case in CodeCatalyst**
1. Open the CodeCatalyst console at [https://codecatalyst.aws/](https://codecatalyst.aws/).
1. Navigate to your CodeCatalyst space.
**Tip**
If you belong to more than one space, choose a space in the top navigation bar.
1. At the top of the page, choose the **?** icon, and then choose **AWS Support for CodeCatalyst**.
1. Choose the link for the support case that you want to manage. Choose **Reopen**. Choose **OK** on the confirmation screen, and then choose **Submit**.
1. Fill in the **Description** with the latest information about the same issue. Don't share any sensitive information in case correspondences, such as credentials, credit cards, signed URLs, or personally identifiable information.