AMS uses traditional 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 multiple operations centers around the world with dedicated operators actively monitoring dashboards and incident queues.
Our operations engineers use internal incident tracking tools to identify, log, categorize, prioritize, diagnose, resolve, and close incidents and provide updates on all of these activities to you through the AMS console or through the Support API. Our operators, many of whom have spent time in AWS Premium Support in various technology profiles and roles, leverage a variety of internal Support tools to help with all of those activities. These operators are deeply familiar with AMS supported infrastructures and have expert level technical skills to address all identified support issues. In the rare case where our operators need assistance, the Premium Support and AWS Service teams are available to assist as needed.
In cases where High priority incidents are impacting your critical workloads, AMS will recommend an infrastructure restore. There is often a tradeoff between troubleshooting an issue or restoring from a known good backup, and customer risks and impacts from service downtime are the deciding factors. If you have time to devote to troubleshooting issues, AMS will assist you, but if the urgency to restore is high, we can initiate a restore right away.
Note
Ephemeral data that is not part of the stack template or data restore is lost. AMS uses reasonable efforts to perform infrastructure restore while AWS service offerings are unavailable. Infrastructure restore is completed once AWS service offerings are available.
If you don't authorize an infrastructure restore as recommended by AMS, you won't be eligible for a service credit for the AMS service commitment for incident resolution time.
