Understand AWS response teams and support
AWS Support
AWS Support offers a range
of plans that provide access to tools and expertise that support the success and
operational health of your AWS solutions. If you need technical support and more
resources to help plan, deploy, and optimize your AWS environment, you can select
a support plan that best aligns with your AWS use case.
Consider the Support
Center in the AWS Management Console (sign-in required) as the central point of contact to
get support for issues that affect your AWS resources. Access to AWS Support is controlled by
IAM. For more information about getting access to AWS Support features, refer to
Getting started with
AWS Support.
Additionally, if you need to report abuse, contact the AWS abuse team.
AWS Customer Incident Response Team (CIRT)
The AWS Customer Incident Response Team (CIRT) is a specialized 24/7 global AWS team
that provides support to customers during active security events on the customer side
of the AWS Shared Responsibility Model.
When the AWS CIRT supports you, you will receive assistance with triage and recovery
for an active security event on AWS. They will assist in root cause analysis through
the use of AWS service logs and provide you with recommendations for recovery. They
will also provide security recommendations and best practices to help you avoid
security events in the future.
AWS customers can engage the AWS CIRT through an AWS support case.
DDoS response support
AWS offers AWS Shield, which
provides a managed distributed denial of service (DDoS) protection service
that safeguards web applications running on AWS. AWS Shield provides always-on
detection and automatic inline mitigations that can minimize application
downtime and latency, so there is no need to engage AWS Support to benefit
from DDoS protection. There are two tiers of AWS Shield: Shield Standard and
Shield Advanced. To learn about the differences between these two tiers,
refer to the Shield features documentation.
AWS Managed Services (AMS)
AWS Managed Services
(AMS) provides ongoing management of your AWS infrastructure so you can
focus on your applications. By implementing best practices to maintain
your infrastructure, AMS helps reduce your operational overhead and risk.
AMS automates common activities such as change requests, monitoring, patch
management, security, and backup services, and provides full-lifecycle
services to provision, run, and support your infrastructure.
AMS takes responsibility for deploying a suite of security detective
controls and provides a 24/7 first line of response to alerts. When
an alert is initiated, AMS follows a standard set of automated and manual
playbooks to verify a consistent response. These playbooks are shared with
AMS customers during onboarding so that they can develop and coordinate
a response with AMS.
