AI-enhanced troubleshooting in the Support Center Console
AI-enhanced troubleshooting capabilities that help you resolve issues faster and more efficiently are available in supported Amazon Web Services Regions. If you have an Amazon Business Support+, Amazon Enterprise Support, or Amazon Unified Operations plan, then you can use the capabilities in the Support Center Console to troubleshoot technical issues as well as account and billing issues. If you have a Basic Amazon Web Services Support plan, you can use the capabilities in the Support Center Console for troubleshooting general questions and for assistance with account and billing issues. Using AI-enhanced troubleshooting streamlines the support experience by using contextual awareness and automated diagnostics to provide targeted solutions for your Amazon environment.
AI-enhanced troubleshooting in the Support Center Console is supported in the following Amazon Web Services Regions:
US East (N. Virginia) Region
US East (Ohio) Region
Europe (Ireland) Region
Note
If you operate in an Amazon Web Services Region that doesn't support AI-enhanced capabilities in the Support Center Console then you will use the legacy method of case management. For more information, see Legacy experience: Creating support cases and case management.
When you access the Support Center Console, you can enter your issue description in natural language, import relevant Amazon Q conversations, receive generative AI troubleshooting guidance, and choose to create a support case with pre-populated fields, if needed.
You can provide contextual information about your environment and issue to receive personalized solutions throughout the troubleshooting process.
AI-enhanced troubleshooting in the Amazon Web Services Support console provides the following key benefits:
Faster issue resolution: Get immediate responses and relevant solutions as soon as you describe your problem.
Context preservation: Import your previous Amazon Q conversations to maintain troubleshooting context.
Streamlined case creation: Use natural language to describe issues instead of navigating multiple form fields.
Intelligent follow-up: Receive relevant follow-up questions based on your specific Amazon environment.
For a complete list of the capabilities available in your Support plan, see Compare Amazon Web Services Support Plans
Notes
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To change your support plan, see Change Amazon Web Services Support Plans.
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To close your account, see Closing an account in the Amazon Billing User Guide.
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To find common troubleshooting topics for Amazon Web Services services, see Troubleshooting resources.
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If you're a customer of an Amazon Partner that is part of the Amazon Partner Network, and you use Resold Support, contact your Amazon Partner directly for any billing related issues. Amazon Web Services Support can't assist with non-technical issues for Resold Support, such as billing and account management. For more information, see the following topics: