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Getting support - AWS Partner Central
Ask questions to Amazon QSupportPartner Central support

Getting support

Ask questions to Amazon Q

Amazon Q (Q) is an AI-powered assistant that provides real-time, personalized support to through natural language to search across Partner Central and Marketplace knowledge sources and return concise summaries and recommendations. Support is available by selecting the Q logo and launching the chat window in the console, selecting Ask Amazon Q in the top search bar, or Diagnose with Q when an error is returned on widgets, features, and pages throughout the console.

If Amazon Q does not respond with the information you need, you can create a case with support by selecting Partner Central Support from left navigation menu.

Support

In AWS Partner Central, in the left-side navigation panel you will see three options for getting support: Partner Central support, Marketplace support, and Marketplace refund support. If you are unable to log into your account, you can file a ticket to the APN Support team here.

For support for any AWS Partner Network related queries, choose Partner Central support. This will re-direct to the legacy Partner Central experience, where users can submit a ticket directly to the APN Support team. See details below.

For support on AWS Marketplace listings and other Marketplace-related queries, choose Marketplace support. This will re-direct to the AWS Marketplace Management Portal page where users can submit a ticket directly to the Marketplace support team.

For support specifically on refund related to AWS Marketplace listings, choose Marketplace refund support.

Note

The AWS Console includes a support option in the upper right-hand corner of the global navigation. However, this directs users to the general AWS Support channel. For the fastest response to APN, Partner Central, or Marketplace inquiries, this support channel is not recommended.

Partner Central support

AWS Partner Support is a case-management feature for partners to engage with APN Support. On the Partner Support page, you can open a new case, review your open and previous cases, and read articles related to common issues, questions, and concerns posed by other users. You can track correspondence on open cases, respond directly from AWS Partner Central, and upload files to help you communicate your issues with AWS Partner support.

AWS Partner Support gives you the ability to enter details about your issue so that the support team can help you more efficiently.

  • Type of Case – Choose the type of support case you want to open. This helps to route your request to the right team.

  • Question Type – Choose the option that best aligns with the type of question you want to ask the support team.

  • Get Specific – Choose a more specific question type.

  • Subject – Enter a descriptive subject for your support ticket.

  • Description – Describe your issue in detail.

  • Attachments – Add any attachments to help describe your issue.

If you are locked out of AWS Partner Central, you can get support by doing the following:

  1. Navigate to the AWS Partner Team contact page of the AWS Partner Network Knowledge Base.

  2. Complete the contact form and choose Submit.