AWS Support

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AWS Support

User Guide

API Version 2013-04-15

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AWS Support: User Guide

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Getting started with 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. All support plans provide 24/7 access to customer service, AWS documentation, technical papers, and support forums. For technical support and more resources to plan, deploy, and improve your AWS environment, you can choose a support plan that best aligns with your AWS use case.

Notes

• For more information about the diﬀerent AWS Support plans, see Compare AWS Support plans.

• To create a support case in the AWS Management Console, see Creating a support case (p. 3).

Topics

• Features of AWS Support plans (p. 1)

• Creating support cases and case management (p. 2)

• Monitoring, resolving, and reopening your case (p. 7)

• Access permissions for AWS Support (p. 10)

• Changing your AWS Support plan (p. 12)

• Using AWS Support with an AWS SDK (p. 12)

Features of AWS Support plans

AWS Support oﬀers ﬁve support plans:

• Basic

• Developer

• Business

• Enterprise On-Ramp

• Enterprise

Basic Support oﬀers support for account and billing questions and service quota increases. The other plans oﬀer a number of technical support cases with pay-by-the-month pricing and no long-term contracts.

All AWS customers automatically have 24/7 access to these features of Basic Support:

• One-on-one responses to account and billing questions

• Support forums

• Service health checks

• Documentation, technical papers, and best practice guides

Customers with a Developer Support plan have access to these additional features:

• Best practice guidance

• Client-side diagnostic tools

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• Building-block architecture support: guidance on how to use AWS products, features, and services together

• Supports an unlimited number of support cases that can be opened by one primary contact, which is the AWS account root user.

In addition, customers with a Business, Enterprise On-Ramp, or Enterprise Support plan have access to these features:

• Use-case guidance – What AWS products, features, and services to use to best support your speciﬁc needs.

• AWS Trusted Advisor (p. 25) – A feature of AWS Support, which inspects customer environments and identiﬁes opportunities to save money, close security gaps, and improve system reliability and performance. You can access all Trusted Advisor checks.

• The AWS Support API to interact with Support Center and Trusted Advisor. You can use the AWS Support API to automate support case management and Trusted Advisor operations.

• Third-party software support – Help with Amazon Elastic Compute Cloud (Amazon EC2) instance operating systems and conﬁguration. Also, help with the performance of the most popular third-party software components on AWS. Third-party software support isn't available for customers on Basic or Developer Support plans.

• Supports an unlimited number of AWS Identity and Access Management (IAM) users who can open technical support cases.

In addition, customers with an Enterprise On-Ramp or Enterprise Support plan have access to these features:

• Application architecture guidance – Consultative guidance on how services ﬁt together to meet your speciﬁc use case, workload, or application.

• Infrastructure event management – Short-term engagement with AWS Support to get a deep

understanding of your use case. After analysis, provide architectural and scaling guidance for an event.

• Technical account manager – Work with a technical account manager (TAM) for your speciﬁc use cases and applications.

• White-glove case routing.

• Management business reviews.

For more information about features and pricing for each support plan, see AWS Support and Compare AWS Support plans. Some features, such as 24/7 phone and chat support, aren't available in all languages.

Creating support cases and case management

In the AWS Management Console, you can create three types of customer cases in AWS Support:

• Account and billing support cases are available to all AWS customers. You can get help with billing and account questions.

• Service limit increase requests are available to all AWS customers. For more information about the default service quotas, formerly referred to as limits, see AWS service quotas in the AWS General Reference.

• Technical support cases connect you to technical support for help with service-related technical issues and, in some cases, third-party applications. If you have a Developer Support plan, you can communicate by using email and the Support Center. If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you can also communicate by phone or live chat.

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Creating a support case

Note

• If you have Basic Support, you can't create a technical support case.

• To change your support plan, see Changing your AWS Support plan (p. 12).

• To close your account, see Closing an Account in the AWS Billing and Cost Management User Guide.

Creating a support case

You can create a support case in the Support Center of the AWS Management Console.

Notes

• You can sign in to Support Center as the root user of your AWS account or as an AWS Identity and Access Management (IAM) user. For more information, see Access permissions for AWS Support (p. 10).

• If you can't sign in to Support Center and create a support case, you can use the Contact Us page instead. You can use this page to get help with billing and account issues.

To create a support case

1. Sign in to the AWS Management Console.

2. In the upper-right corner, choose Support, and then choose Support Center.

3. Choose Create case.

4. Choose one of the following options:

• Account and billing support

• Service limit increase

• Technical support

5. Follow the prompts to describe your case, such as the following:

• Error messages that you received

• Troubleshooting steps that you followed

• How you're accessing the service:

• AWS Management Console

• AWS Command Line Interface (AWS CLI)

• API operations

6. Choose Submit. Your case ID number and summary appear.

Example: Create a case for an Amazon EC2 instance

As shown in the following screenshot, this example is a technical support case for an Amazon Elastic Compute Cloud (Amazon EC2) instance.

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1.Create case – Choose the type of case to create from the three boxes at the top of the page. In this example, the case type is Technical support.

Note

If you have the Basic Support plan, you can't create a technical support case.

2.Service – If your question aﬀects multiple services, choose the service that's most applicable. In this example, the service is Elastic Compute Cloud (EC2 - Linux).

3.Category – Choose the category that best ﬁts your use case. In this example, there's trouble connecting to an instance, so Instance Issue is chosen. When you choose a category, links to information that might resolve your problem appear below the Case classiﬁcation section.

4.Severity – Customers with a paid support plan can choose the General guidance (1-day response time) or System impaired (12-hour response time) severity level. Customers with a Business Support plan can also choose Production system impaired (4-hour response) or Production system down (1-hour response). Customers with an Enterprise On-Ramp or Enterprise Support plan can choose Business-critical system down (15-minute response for Enterprise Support and 30-minute response for Enterprise On-Ramp).

Response times are for ﬁrst response from AWS Support. These response times don't apply to subsequent responses. For third-party issues, response times can be longer, depending on the availability of skilled personnel. For more information, see Choosing a severity (p. 6).

NoteBased on your category choice, you might be prompted for more information. In this example, you're prompted to enter the Instance ID. As a best practice, enter resource IDs, even when not prompted.

After you specify the case type and classiﬁcation, you can specify the description and how you want to be contacted.

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Example: Create a case for an Amazon EC2 instance

1.Subject – Enter a title that brieﬂy describes your issue. In this example, the subject is Failed status checks.

2.Description – This is the most important information that you provide to AWS Support. For most service and category combinations, a prompt suggests information that's most helpful for the fastest resolution. For more information, see Describing your problem (p. 6).

3.Attachments – Screenshots and other attachments (less than 5 MB each) can be helpful. In this example, the attached image is a failed status check.

4.Preferred contact language – Currently, you can choose English or Japanese.

5.Contact methods – Choose a contact method. The options depend on the type of case and your support plan. If you choose Web, you can read and respond to the case progress in Support Center.

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If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you can also choose Chat or Phone. If you choose Phone, you're prompted for a callback number.

6.Additional contacts – Enter the email addresses of people to be notiﬁed when the status of the case changes. If you're signed in as an IAM user, include your email address. If you're signed in with your email address and password, you don't need to include your email address.

NoteIf you have the Basic Support plan, the Additional contacts box isn't available. However, the Operations contact speciﬁed in the Alternate Contacts section of the My Account page receives copies of the case correspondence, but only for the speciﬁc case types of account and billing, and technical.

7. Choose Submit when your information is complete and you're ready to create the case.

Describing your problem

Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue. For example, to troubleshoot performance, include timestamps and logs. For feature requests or general guidance questions, include a description of your environment and purpose. In all cases, follow the Description Guidance that appears on your case submission form.

When you provide as much detail as possible, you increase the chances that your case can be resolved quickly.

Choosing a severity

You might be inclined to always create a support case at the highest severity that your support plan allows. However, we recommend that you choose the highest severities for cases that can't be worked around or that directly aﬀect production applications. For information about building your services so that losing single resources doesn't aﬀect your applications, see the Building Fault-Tolerant Applications on AWS technical paper.

The following table lists the severity levels, response times, and example problems.

NoteYou can't change the severity code for a support case after you create one. If your situation changes, work with the AWS Support associate for your support case.

Severity

First- response

time Description and support plan

General guidance 24 hours You have a general development question, or you want to request a feature. (Developer*, Business, Enterprise On- Ramp, or Enterprise Support plan)

System impaired 12 hours Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question. (Developer*, Business, Enterprise On-Ramp, or Enterprise Support plan)

Production system

impaired 4 hours Important functions of your application are impaired or degraded. (Business, Enterprise On-Ramp, or Enterprise Support plan)

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Monitoring, resolving, and reopening cases

Severity

First- response

time Description and support plan

Production system down 1 hour Your business is signiﬁcantly impacted. Important functions of your application aren't available. (Business, Enterprise On-Ramp, or Enterprise Support plan) Business-critical system

down 15 minutes Your business is at risk. Critical functions of your application aren't available (Enterprise Support plan).

Note that this is 30 minutes for the Enterprise On-Ramp Support plan.

* For Developer Support, response targets are calculated in business hours. Business hours are deﬁned as 08:00 AM to 6:00 PM in the customer country, excluding holidays and weekends. This information appears in the Contact Information section of the My Account page in the AWS Management Console.

These times can vary in countries with multiple time zones. Japanese support is available from 9:00 AM to 6:00 PM.

NoteWe make every reasonable eﬀort to respond to your initial request within the indicated timeframe. For more information about the scope of support for each AWS Support plan, see AWS Support features.

Monitoring, resolving, and reopening your case

After you create your support case, you can monitor the status of your case in Support Center. A new case begins in the Unassigned state. When a support agent begins work on a case, the status changes to Work in Progress. The support agent might respond to your case to ask for more information (Pending Customer Action) or to let you know that the case is being investigated (Pending Amazon Action).

When your case is updated, you receive email with the correspondence and a link to the case in Support Center. Use the link in the email message to navigate to the support case. You can't respond to case correspondences by email.

Notes

• You must sign in to the AWS account that submitted the support case. If you sign in as an AWS Identity and Access Management (IAM) user, you must have the required permissions to view support cases. For more information, see Access permissions for AWS Support (p. 10).

• If you don't respond to the case within a few days, AWS Support resolves the case automatically.

• Support cases that have been in the resolved state for more than 14 days can't be reopened. If you have a similar issue that is related to the resolved case, you can create a related case. For more information, see Creating a related case (p. 9).

Topics

• Resolving a support case (p. 8)

• Reopening a resolved case (p. 8)

• Creating a related case (p. 9)

• Case history (p. 10)

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Resolving a support case

When you're satisﬁed with the response or your problem is solved, you can resolve the case in Support Center.

To resolve a support case

3. Under Open support cases, choose the Subject of the support case that you want to resolve.

4. (Optional) Choose Reply and in the Correspondence section, enter why you're resolving the case, and then choose Submit. For example, you can enter information about how you ﬁxed the issue yourself in case you need this information for future reference.

5. Choose Resolve case.

6. In the dialog box, choose Ok to resolve the case.

NoteIf AWS Support resolved your case for you, you can use the feedback link to provide more information about your experience with AWS Support.

Example : Feedback links

The following screenshot shows the feedback links in the correspondence of a case in Support Center.

Reopening a resolved case

If you're experiencing the same issue again, you can reopen the original case. Provide details about when the issue occurred again and what troubleshooting steps that you tried. Include any related case numbers so that the support agent can refer to previous correspondences.

Notes

• 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. You can create a new case or a related case. For more information, see Creating a related case (p. 9).

• 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 resolved case

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Creating a related case

3. Choose View all cases and then choose the Subject or the Case ID of the support case that you want to reopen.

4. Choose Reopen case.

5. Under Correspondence, for Reply, enter the case details.

6. (Optional) Choose Choose files to attach files to your case. You can attach up to 3 files.

7. For Contact methods, choose one of the following options:

• Web – Get notiﬁed by email and the Support Center.

• Chat – Chat online with a support agent.

• Phone – Receive a phone call from a support agent.

8. (Optional) For Additional contacts, enter email addresses for other people that you want to receive case correspondences.

9. Review your case details and choose Submit.

Creating a related case

After 14 days of inactivity, you can't reopen a resolved case. If you have a similar issue that is related to the resolved case, you can create a related case. This related case will include a link to the previously resolved case, so that the support agent can review the previous case details and correspondences. If you're experiencing a diﬀerent issue, we recommend that you create a new case.

To create a related case

2. In the upper-right corner, choose Support and then choose Support Center.

3. Choose View all cases and then choose the Subject or the Case ID of the support case that you want to reopen.

4. Choose Reopen case.

5. In the dialog box, choose Create related case. The previous case information will be automatically added to your related case. If you have a diﬀerent issue, choose Create new case.

6. Follow the same steps to create your case. See Creating a support case (p. 3).

NoteBy default, your related case has the same Type, Category, and Severity of the previous case. You can update the case details as needed.

7. Review your case details and choose Submit.

After you create your case, the previous case appears in the Related cases section, such as in the following example.

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Case history

You can view case history information up to 12 months after you create a case.

Access permissions for AWS Support

You must have permissions to access Support Center and to create a support case (p. 3).

You can use one of the following options to access Support Center:

• Use the email address and password associated with your AWS account. This identity is called the AWS account root user.

• Use AWS Identity and Access Management (IAM).

If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you can also use the AWS Support API (p. 14) to access AWS Support and Trusted Advisor operations programmatically. For more information, see the AWS Support API Reference.

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AWS account

NoteIf you can't sign in to Support Center, you can use the Contact Us page instead. You can use this page to get help with billing and account issues.

AWS account

You can sign in to the AWS Management Console and access the Support Center by using your AWS account email address and password. This identity is called the AWS account root user. However, we strongly recommend that you don't use the root user for your everyday tasks, even the administrative ones. Instead, we recommend that you use IAM, which lets you control who can perform certain tasks in your account.

IAM

By default, IAM users can't access the Support Center. You can use IAM to create individual users or groups. Then, you attach IAM policies to these entities, so that they have permission to perform actions and access resources, such as to open Support Center cases and use the AWS Support API.

After you create IAM users, you can give those users individual passwords and an account-speciﬁc sign- in page. They can then sign in to your AWS account and work in the Support Center. IAM users who have AWS Support access can see all cases that are created for the account.

For more information, see How IAM users sign in to your AWS account in the IAM User Guide.

The easiest way to grant permissions is to attach the AWS managed policy AWSSupportAccess to the user, group, or role. AWS Support allows action-level permissions to control access to speciﬁc AWS Support operations. AWS Support doesn't provide resource-level access, so the Resource element is always set to *. You can't allow or deny access to speciﬁc support cases.

Example : Allow access to all AWS Support actions

The AWS managed policy AWSSupportAccess grants an IAM user access to AWS Support. An IAM user with this policy can access all AWS Support operations and resources.

{

"Version": "2012-10-17", "Statement": [

{

"Effect": "Allow", "Action": ["support:*"], "Resource": "*"

} ] }

For more information about how to attach the AWSSupportAccess policy to your entities, see Adding IAM identity permissions (console) in the IAM User Guide.

Example : Allow access to all actions except the ResolveCase action

You can also create customer managed policies in IAM to specify what actions to allow or deny. The following policy statement allows an IAM user to perform all actions in AWS Support except resolve a case.

{ "Version": "2012-10-17", "Statement": [

{ "Effect": "Allow",

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"Action": "support:*", "Resource": "*"

}, {

"Effect": "Deny",

"Action": "support:ResolveCase", "Resource": "*"

}]

}

For more information about how to create a customer managed IAM policy, see Creating IAM policies (console) in the IAM User Guide.

If the user or group already has a policy, you can add the AWS Support-speciﬁc policy statement to that policy.

Important

• If you can't view cases in the Support Center, make sure that you have the required permissions. You might need to contact your IAM administrator. For more information, see Identity and access management for AWS Support (p. 105).

Access to AWS Trusted Advisor

In the AWS Management Console, a separate trustedadvisor IAM namespace controls access to Trusted Advisor. In the AWS Support API, the support IAM namespace controls access to Trusted Advisor. For more information, see Manage access for AWS Trusted Advisor (p. 123).

Changing your AWS Support plan

You can change your support plan in the AWS Management Console.

To change your support plan

1. Sign in to the AWS Management Console with your root account credentials at https://

console.aws.amazon.com/support/plans/home.

2. On the Support plans page, choose Change plan.

3. On the Change support plan page, choose your New plan, review the plan information, and then choose Change plan.

For an example video of how to change your support plan, see How do I change my AWS Support plan?

Notes

If you have an Enterprise On-Ramp or Enterprise Support plan, use the link on the Change support plan page to contact AWS Support.

• To close your account, see Closing an Account in the AWS Billing and Cost Management User Guide.

Using AWS Support with an AWS SDK

AWS software development kits (SDKs) are available for many popular programming languages. Each SDK provides an API, code examples, and documentation that make it easier for developers to build applications in their preferred language.

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Using AWS Support with an AWS SDK

SDK documentation Code examples

AWS SDK for C++ AWS SDK for C++ code examples

AWS SDK for Go AWS SDK for Go code examples

AWS SDK for Java AWS SDK for Java code examples

AWS SDK for JavaScript AWS SDK for JavaScript code examples

AWS SDK for .NET AWS SDK for .NET code examples

AWS SDK for PHP AWS SDK for PHP code examples

AWS SDK for Python (Boto3) AWS SDK for Python (Boto3) code examples

AWS SDK for Ruby AWS SDK for Ruby code examples

Example availability

Can't ﬁnd what you need? Request a code example by using the Provide feedback link at the bottom of this page.

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About the AWS Support API

The AWS Support API provides access to some of the features in the AWS Support Center.

The API provides two diﬀerent groups of operations:

• Support case management (p. 14) operations to manage the entire life cycle of your AWS support cases, from creating a case to resolving it

• Trusted Advisor (p. 14) operations to access AWS Trusted Advisor (p. 25) checks

NoteYou must have a Business, Enterprise On-Ramp, or Enterprise Support plan to use the AWS Support API. For more information, see AWS Support.

For more information about the operations and data types provided by AWS Support, see the AWS Support API Reference.

Topics

• Support case management (p. 14)

• Trusted Advisor (p. 14)

• Endpoint (p. 15)

• Support in AWS SDKs (p. 15)

Support case management

You can use the API to perform the following tasks:

• Open a support case

• Get a list and detailed information about recent support cases

• Filter your search for support cases by dates and case identiﬁers, including resolved cases

• Add communications and ﬁle attachments to your cases, and add the email recipients for case correspondences

• Resolve your cases

The AWS Support API supports CloudTrail logging for support case management operations. For more information, see Logging AWS Support API calls with AWS CloudTrail (p. 137).

For example Java code that demonstrates how to manage the entire life cycle of a support case, see Programming an AWS Support case (p. 16).

Trusted Advisor

You can use the Trusted Advisor operations to perform the following tasks:

• Get the names and identiﬁers for the Trusted Advisor checks

• Request that a Trusted Advisor check be run against your AWS account and resources

• Get summaries and detailed information for your Trusted Advisor check results

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Endpoint

• Refresh your Trusted Advisor checks

• Get the status of each Trusted Advisor check

The AWS Support API supports CloudTrail logging for Trusted Advisor operations. For more information, see AWS Trusted Advisor information in CloudTrail logging (p. 138).

You can use Amazon CloudWatch Events to monitor for changes to your check results for Trusted Advisor. For more information, see Monitoring AWS Trusted Advisor check results with Amazon EventBridge (p. 143).

For example Java code that demonstrates how to use the Trusted Advisor operations, see Using Trusted Advisor as a web service (p. 58).

Endpoint

You can use the following endpoint to access the AWS Support API:

• https://support.us-east-1.amazonaws.com

Important

The AWS Support endpoint creates cases in the production database. If you're creating test support cases, we recommend that you include a subject line, such as TEST CASE-Please ignore, when you call the CreateCase operation. After you're done testing, call the ResolveCase operation to resolve the case.

For more information about using AWS endpoints, see Regions and endpoints in the Amazon Web Services General Reference.

Support in AWS SDKs

The AWS Command Line Interface (AWS CLI), and the AWS Software Development Kits (SDKs) include support for the AWS Support API.

For a list of languages that support the AWS Support API, choose an operation name, such as CreateCase, and in the See Also section, choose your preferred language.

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Programming an AWS Support case

You can use the AWS Support API to create support cases programmatically instead of using the AWS Support Center in the AWS Management Console. You can add correspondences and attach ﬁles to your case, so that support agents can investigate and help resolve your issue. This topic provides examples of how to use the AWS Support API operations.

Notes

• For a list of API operations, parameters, and data types that you can use for AWS Support, see the AWS Support API Reference.

• For a list of languages that support the AWS Support API, choose an operation name, such as CreateCase, and in the See Also section, choose your preferred language.

Topics

• Overview (p. 16)

• Create an AWS Support client (p. 16)

• Discover Amazon Web Services and issue severity levels (p. 17)

• Create an attachment set (p. 18)

• Create a support case (p. 19)

• Retrieve and update support case communications (p. 21)

• Retrieve all support case information (p. 23)

• Resolve a support case (p. 24)

• Service quotas for the AWS Support API (p. 24)

Overview

This topic uses Java code examples to demonstrate the use of AWS Support. For more information about SDK support, see Sample code & libraries.

NoteIf you exceed service quotas for your calls to AWS Support, see the following information:

• Service quotas for the AWS Support API (p. 24)

• Error retries and exponential backoﬀ in AWS in the AWS General Reference

Using IAM with the AWS Support API

AWS Identity and Access Management (IAM) is supported by the AWS Support API. For more information, see Access permissions for AWS Support (p. 10).

Create an AWS Support client

The following Java code snippet shows how to create an AWSSupportClient, which is used to call the AWSSupportService. The createClient method gets AWS credentials by calling the

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Discover Amazon Web Services and issue severity levels

AWSSupportClient() constructor with no parameters, which retrieves credentials from the credentials provider chain. For more information about this process, see Tutorial: Grant access using an IAM role and the AWS SDK for Java in the AWS SDK for Java.

For more information about AWS credentials, see AWS security credentials in the AWS General Reference.

private static AWSSupportClient createClient() {

AWSSupportClient client = new AWSSupportClient();

client.setEndpoint("https://support.us-east-1.amazonaws.com");

return client;

}

Discover Amazon Web Services and issue severity levels

The AWS Support Java client provides a CreateCaseRequest type to submit a case programmatically to AWS Support. The CreateCaseRequest structure is populated with the request parameters and then passed to the createClient method on the AWSSupportClient instance. These parameters include codes that specify the AWS service and case severity.

The following Java code snippet demonstrates calls to the AWS Support DescribeServices and DescribeSeverityLevel operations.

// DescribeServices example

public static void getServiceCodes(AWSSupportClient client) {

DescribeServicesResult result = client.describeServices();

for (Service service : result.getServices()) {

System.out.println("Service code (name): " +

service.getCode() + "(" + service.getName() + ")");

for (Category category : service.getCategories()) {

System.out.println(" Category code (name): " + category.getCode() + "(" + category.getName() + ")");

} } }

// DescribeSeverityLevels example

public static void getSeverityLevels(AWSSupportClient client) {

DescribeSeverityLevelsResult result = client.describeSeverityLevels();

for (SeverityLevel level : result.getSeverityLevelsList()) {

System.out.println("Severity level (name): " + level.getCode() + level.getName() + ")");

} }

Each call returns a list of JSON-formatted objects. DescribeServices returns service codes and their corresponding names, and DescribeSeverityLevels returns severity levels and their corresponding names. In addition, DescribeServices also returns a list of AWS Support categories that apply to each AWS service. These categories are also used to open a support case by using the CreateCase operation.

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Although these values can also be obtained from the AWS Support site, the AWS Support service always returns the most recent version of this information.

Create an attachment set

To attach ﬁles to the case, you must add the attachments to an attachment set before creating the case.

You can add up to three attachments to an attachment set, and the maximum size of any attachment in the set is 5 MB. For more information, see AddAttachmentsToSet.

The following Java code snippet creates a text ﬁle attachment, adds it to an attachment set, and then gets the ID of the attachment set for adding to the case.

public static string createAttachmentSet() throws IOException { BufferedReader reader =

new BufferedReader(new InputStreamReader(System.in));

// Get content and file name for an attachment.

System.out.println("Enter text content for an attachment to the case: ");

String attachmentcontent = null;

try {

attachmentcontent = reader.readLine().trim();

}

catch (IOException e) {

e.printStackTrace();

System.exit(1);

}

System.out.println("Enter the file name for the attachment: ");

String attachmentfilename = null;

try {

attachmentfilename = reader.readLine().trim();

}

System.exit(1);

}

// Create the attachment.

Attachment attachment1 = new Attachment();

attachment1.setData(ByteBuffer.wrap(attachmentcontent.getBytes()));

attachment1.setFileName("attachmentfilename");

// Add the attachment to an array list.

List<Attachment> attachments = new ArrayList<Attachment>();

attachments.add(attachment1);

// Create an attachment set and add the attachment array list to it.

AddAttachmentsToSetRequest addAttachmentsToSetRequest = new AddAttachmentsToSetRequest();

addAttachmentsToSetRequest.setAttachments(attachments);

AddAttachmentsToSetResult addAttachmentsToSetResult = client.addAttachmentsToSet(addAttachmentsToSetRequest);

// Get the ID of the attachment set.

String attachmentsetid = addAttachmentsToSetResult.getAttachmentSetId();

System.out.println("Attachment ID: " + attachmentsetid);

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Create a support case

return attachmentsetid;

}

Create a support case

To create an AWS Support case using the AWS Support service, populate a CreateCaseRequest instance with the following information:

• ServiceCode – The AWS Support service code that you obtained by calling the DescribeServices operation, as described in the previous section.

• CategoryCode – The category code that describes the type of issue the support case concerns.

• Language – A code for the language that AWS Support provides support in. Currently, AWS supports English (en) and Japanese (ja).

• CcEmailAddresses – A list of email addresses to receive copies of subsequent communications.

• CommunicationBody – Text for the body of the initial case submission.

• Subject – A title for the support case.

• SeverityCode – One of the values returned by the call to DescribeSeverityLevels.

• AttachmentSetId – (Optional) The ID of a set of ﬁle attachments to include with the case. The AddAttachmentsToSet operation returns the ID.

The following Java code snippet collects values for each of the case creation parameters from the command line. It then populates a CreateCaseRequest instance and passes them to AWS Support by calling the createCase method on an AWSSupportClient instance. If the call is successful, it returns an AWS Support CaseId value in the following format.

case-123456789012-muen-2012-74a757cd8cf7558a

NoteAWS Support provides both CaseId and DisplayId fields. The DisplayId field corresponds to the case number that is displayed on the AWS Support site. The CaseId field is for use in programmatic interactions with the AWS Support service. Both fields are exposed on the CaseDetails data type.

public static void createCase(AWSSupportClient client) throws IOException {

BufferedReader reader =

System.out.println("Enter an AWS service code: ");

String servicecode = null;

try {

servicecode = reader.readLine().trim();

}

System.exit(1);

}

System.out.println("Enter a category code: ");

String categorycode = null;

try {

categorycode = reader.readLine().trim();

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}

System.exit(1);

}

System.out.println("Enter a language code, 'en' for English: ");

String language = null;

try {

language = reader.readLine().trim();

}

System.exit(1);

}

System.out.println("Enter an email address to copy on correspondence: ");

String ccemailaddress = null;

try {

ccemailaddress = reader.readLine().trim();

}

System.exit(1);

}

System.out.println("Enter body text for the case: ");

String communicationbody = null;

try {

communicationbody = reader.readLine().trim();

}

System.exit(1);

}

System.out.println("Enter a subject for the case: ");

String casesubject = null;

try {

casesubject = reader.readLine().trim();

}

System.exit(1);

}

System.out.println("Enter the severity code for the case: ");

String severitycode = null;

try {

severitycode = reader.readLine().trim();

}

System.exit(1);

}

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Retrieve and update support case communications

System.out.println("Enter the attachment set ID for the case: ");

String attachmentsetid = null;

try {

attachmentsetid = reader.readLine().trim();

}

System.exit(1);

}

CreateCaseRequest request = new CreateCaseRequest() .withServiceCode(servicecode)

.withCategoryCode(categorycode) .withLanguage(language)

.withCcEmailAddresses(ccemailaddress) .withCommunicationBody(communicationbody) .withSubject(casesubject)

.withSeverityCode(severitycode)

.withAttachmentSetId(attachmentsetid);

CreateCaseResult result = client.createCase(request);

System.out.println("CreateCase() Example: Case created with ID "

+ result.getCaseId());

}

Retrieve and update support case communications

AWS Support cases usually result in communication between the customer and AWS Support

professionals. AWS Support provides the DescribeCommunications and DescribeAttachment operations to retrieve this correspondence, and the AddAttachmentsToSet and AddCommunicationToCase

operations to update the case. These operations use the Communication data type to pass updates to the service and return them to your code.

The following Java code snippet adds communication to an AWS Support case. In the example, a private printCommunicationsmethod is provided for your convenience.

public static void addCommunication(AWSSupportClient client) {

System.out.println("Enter the CaseID for the case you want to update.");

String caseid = null;

try {

caseid = reader.readLine().trim();

}

System.exit(1);

}

System.out.println("Enter text you want to add to this case.");

String addcomm = null;

try {

addcomm = reader.readLine().trim();

}

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System.exit(1);

}

AddCommunicationToCaseRequest request =

new AddCommunicationToCaseRequest().withCaseId(caseid)

.withCommunicationBody(addcomm);

client.addCommunicationToCase(request);

System.out.println(

"AddCommunication() Example: Call GetCommunications() " + "if you want to see if the communication was added.");

}

// DescribeCommunications example

public static void getCommunications(AWSSupportClient client) throws IOException

{

String caseNumber = null;

System.out.println("Enter a CaseID");

caseNumber = reader.readLine().trim();

{

DescribeCommunicationsRequest request = new DescribeCommunicationsRequest() .withCaseId(caseNumber.toString());

DescribeCommunicationsResult result = client.describeCommunications(request);

printCommunications(result.getCommunications());

// Get more pages.

while (result.getNextToken() != null) {

request.setNextToken(result.getNextToken());

result = client.describeCommunications(request);

printCommunications(result.getCommunications());

System.out.println(

"GetCommunications() Example: Case communications retrieved"

+ " for case number " + request.getCaseId().toString());

} } }

private static void printCommunications(List<Communication> communications) { for (Communication communication : communications)

{

System.out.println("SubmittedBy: " + communication.getSubmittedBy());

System.out.println(" Body: " + communication.getBody());

} }

Note

DescribeCommunications returns the ﬁve most recent communications from a support case. Also, DescribeCommunications takes a list of CaseId values, which lets you retrieve communications for multiple cases in a single call.

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Retrieve all support case information

You can retrieve all the information associated with your AWS Support cases by calling the DescribeCases operation. You populate a DescribeCasesRequest data type with a list of ClientId values, which are returned by each case when a successful createCase request returns.

The following Java code snippet accepts CaseId values from the console and populates a

DescribeCasesRequest instance for use by the DescribeCases operation. A private printCases method is provided for your convenience.

public static void getCases(AWSSupportClient client) { BufferedReader reader =

System.out.println("Enter an AWS Support Case ID");

try {

caseid = reader.readLine().trim();

}

System.exit(1);

}

DescribeCasesRequest request = new DescribeCasesRequest();

request.withCaseIdList(caseid);

DescribeCasesResult result = client.describeCases(request);

printCases(result.getCases());

// Get more pages.

while (result.getNextToken() != null) {

request.setNextToken(result.getNextToken());

result = client.describeCases(request);

printCases(result.getCases());

} }

private static void printCases(List<CaseDetails> caseDetailsList) { for (CaseDetails caseDetails : caseDetailsList)

{

System.out.println(

"Case ID: " + caseDetails.getCaseId()); // This ID is for API use.

System.out.println(

" Display ID: " + caseDetails.getDisplayId());

// This ID is displayed on the AWS Support website.

System.out.println(" Language: " + caseDetails.getLanguage());

System.out.println(" Status: " + caseDetails.getStatus());

System.out.println(" Subject: " + caseDetails.getSubject());

System.out.println("Recent Communications: " + caseDetails.getRecentCommunications());

} }

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NoteThe DescribeCases operation takes parameters that let you control the number of cases, types of cases, and amount of detail to retrieve. For more information, see the DescribeCases operation.

Resolve a support case

AWS Support provides a ResolveCase operation to resolve your own support cases. The following Java code example demonstrates its use.

public static void resolveSupportCase(AWSSupportClient client) {

System.out.println(

"Enter the AWS Support case ID for the case you want to resolve.");

BufferedReader BR = new BufferedReader(new InputStreamReader(System.in));

try {

caseid = BR.readLine().trim();

}

// TODO Auto-generated catch block e.printStackTrace();

}

ResolveCaseResult rcr =

client.resolveCase(new ResolveCaseRequest().withCaseId(caseid));

System.out.println("Initial case status: " + rcr.getInitialCaseStatus());

System.out.println("Final case status: " + rcr.getFinalCaseStatus());

}

Service quotas for the AWS Support API

The following table describes the current quotas for the AWS Support API.

Resource Default value

The maximum number of AWS Support cases that

you can create. 10 per hour

The maximum number of AWS Support API

operations that you can perform per second. 5 The maximum number of AWS Trusted Advisor

API operations that you can perform per second. 100

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Get started with AWS Trusted Advisor

AWS Trusted Advisor

Trusted Advisor draws upon best practices learned from serving hundreds of thousands of AWS customers. Trusted Advisor inspects your AWS environment, and then makes recommendations when opportunities exist to save money, improve system availability and performance, or help close security gaps.

If you have a Basic or Developer Support plan, you can use the Trusted Advisor console to access all checks in the Service Limits category and six checks in the Security category.

If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you can use the Trusted Advisor console and the AWS Support API (p. 14) to access all Trusted Advisor checks. You also can use Amazon CloudWatch Events to monitor the status of Trusted Advisor checks. For more information, see Monitoring AWS Trusted Advisor check results with Amazon EventBridge (p. 143).

You can access Trusted Advisor in the AWS Management Console. For more information about

controlling access to the Trusted Advisor console, see Manage access for AWS Trusted Advisor (p. 123).

For more information, see Trusted Advisor.

Topics

• Get started with AWS Trusted Advisor (p. 25)

• Organizational view for AWS Trusted Advisor (p. 32)

• Viewing AWS Security Hub controls in AWS Trusted Advisor (p. 50)

• Change log for AWS Trusted Advisor checks (p. 55)

• Using Trusted Advisor as a web service (p. 58)

• Get started with AWS Trusted Advisor Priority (p. 61)

Get started with AWS Trusted Advisor

You can access Trusted Advisor from the AWS Management Console. Use the Trusted Advisor console to review check results for your AWS account and then follow the recommended steps to ﬁx any issues. For example, Trusted Advisor might recommend that you delete unused resources to reduce your monthly bill, such as an Amazon Elastic Compute Cloud (Amazon EC2) instance.

You can also use the AWS Support API to perform operations on your Trusted Advisor checks. For more information, see the AWS Support API Reference.

Topics

• Sign in to the Trusted Advisor console (p. 25)

• View check categories (p. 27)

• View speciﬁc checks (p. 28)

• Filter your checks (p. 29)

• Refresh check results (p. 30)

• Download check results (p. 30)

• Organizational view (p. 31)

• Preferences (p. 31)

Sign in to the Trusted Advisor console

You can view the checks and the status of each check in the Trusted Advisor console.

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NoteYou must have AWS Identity and Access Management (IAM) permissions to access the Trusted Advisor console. For more information, see Manage access for AWS Trusted Advisor (p. 123).

To sign in to the Trusted Advisor console

1. Sign in to the Trusted Advisor console at https://console.aws.amazon.com/trustedadvisor/home.

2. On the Dashboard page, view the summary for each check category:

• Action recommended (red) – Trusted Advisor recommends an action for the check. For example, a check that detects a security issue for your IAM resources might recommend urgent steps.

• Investigation recommended (yellow) – Trusted Advisor detects a possible issue for the check. For example, a check that reaches a quota for a resource might recommend ways to delete unused resources.

• Excluded items (gray) – The number of checks that have excluded items, such as resources that you want a check to ignore. For example, this might be Amazon EC2 instances that you don't want the check to evaluate.

3. You can do the following on the Dashboard page:

• To refresh all checks in your account, choose Refresh all checks.

• To create an .xls ﬁle that includes all check results, choose Download all checks.

• Under Checks summary, choose a check category, such as Security, to view the results.

• Under Potential monthly savings, you can view how much you can save for your account and the cost optimization checks for recommendations.

• Under Recent changes, you can view changes to check statuses within the last 30 days. Choose a check name to view the latest results for that check or choose the arrow icon to view the next page.

Example : Trusted Advisor Dashboard

The following example shows a summary of the check results.

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View check categories

You can view the check descriptions and results for the following check categories:

• Cost optimization – Recommendations that can potentially save you money. These checks highlight unused resources and opportunities to reduce your bill.

• Performance – Recommendations that can improve the speed and responsiveness of your applications.

• Security – Recommendations for security settings that can make your AWS solution more secure.

• Fault tolerance – Recommendations that help increase the resiliency of your AWS solution. These checks highlight redundancy shortfalls, current service limits (also known as quotas), and overused resources.

• Service limits – Checks the usage for your account and whether your account approaches or exceeds the limit (also known as quotas) for AWS services and resources.

To view check categories

2. In the navigation pane, choose the check category.

3. On the category page, view the summary for each check category:

• Action recommended (red) – Trusted Advisor recommends an action for the check.

• Investigation recommended (yellow) – Trusted Advisor detects a possible issue for the check.

• No problems detected (green) – Trusted Advisor doesn't detect an issue for the check.

• Excluded items (gray) – The number of checks that have excluded items, such as resources that you want a check to ignore.

4. For each check, choose the refresh icon ( ) to refresh this check.

5. Choose the download icon ( ) to create an .xls ﬁle that includes the results for this check.

Example : Cost optimization category

The following example shows two (yellow) checks that need investigation and nine (green) checks that don't have any issues.

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View speciﬁc checks

Expand a check to view the full check description, your aﬀected resources, any recommended steps, and links to more information.

To view a speciﬁc check

2. In the navigation pane, choose a check category.

3. Choose the check name to view the description and the following details:

• Alert Criteria – Describes the threshold when a check will change status.

• Recommended Action – Describes the recommended actions for this check.

• Additional Resources – Lists related AWS documentation.

• A table that lists the aﬀected items in your account. You can include or exclude these items from check results.

4. (Optional) To exclude items so that they don't appear in check results:

a. Select an item and choose Exclude & Refresh.

b. To view all excluded items, choose Excluded items.

5. (Optional) To include items so that the check evaluates them again:

a. Choose Excluded items, select an item, and then choose Include & Refresh.

b. To view all included items, choose Included items.

6. Choose the settings icon ( ) and in the Preferences dialog box, you can specify the number of items or the properties to display, and then choose Conﬁrm.

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Filter your checks

Example : Cost optimization check

The following Low Utilization Amazon EC2 Instances check lists the aﬀected instances in the account.

This check identiﬁes 41 Amazon EC2 instances that have low usage and recommends that you stop or terminate the resources.

Filter your checks

On the check category pages, you can specify which check results that you want to view. For example, you might ﬁlter by checks that have detected errors in your account, so that you can investigate urgent issues ﬁrst.

If you have checks that evaluate items in your account, such as AWS resources, you can use tag ﬁlters to only show items that have the speciﬁed tag.

To ﬁlter your checks

2. In the navigation pane or the Dashboard page, choose the check category.

3. For Search by keyword, enter a keyword from the check name or description to ﬁlter your results.

4. For the View list, specify which checks to view:

• All checks – List all checks for this category

• Action recommended – List checks that recommend that you take action. These checks are highlighted in red.

• Investigation recommended – List checks that recommend that you take possible action. These checks are highlighted in yellow.

• No problems detected – List checks that don't have any issues. These checks are highlighted in green.

• Checks with excluded items – List checks that you speciﬁed to exclude items from the check results.

5. If you added tags to your AWS resources, such as Amazon EC2 instances or AWS CloudTrail trails, you can ﬁlter your results so that the checks only show items that have the speciﬁed tag.

For Filter by tag, enter a tag key and value, and then choose Apply ﬁlter.

AWS Support

AWS Support

User Guide

API Version 2013-04-15

AWS Support: User Guide

Table of Contents

Getting started with AWS Support

Features of AWS Support plans

Creating support cases and case management

Creating a support case

Example: Create a case for an Amazon EC2 instance

Describing your problem

Choosing a severity

Monitoring, resolving, and reopening your case

Resolving a support case

Reopening a resolved case

Creating a related case

Case history

Access permissions for AWS Support

AWS account

IAM

Access to AWS Trusted Advisor

Changing your AWS Support plan

Using AWS Support with an AWS SDK

About the AWS Support API

Support case management

Trusted Advisor

Endpoint

Support in AWS SDKs

Programming an AWS Support case

Overview

Using IAM with the AWS Support API

Create an AWS Support client

Discover Amazon Web Services and issue severity levels

Create an attachment set

Create a support case

Retrieve and update support case communications

Retrieve all support case information

Resolve a support case

Service quotas for the AWS Support API

AWS Trusted Advisor

Get started with AWS Trusted Advisor

Sign in to the Trusted Advisor console

View check categories

View speciﬁc checks

Filter your checks