Security for your Amazon Web Services Support cases

Amazon Web Services Support uses the permissions defined in the AWSServiceRoleForSupport service-linked role to call other Amazon Web Services services that troubleshoot customer issues for you. For more information, see Using service-linked roles for Amazon Web Services Support and Amazon managed policy: AWSSupportServiceRolePolicy.

You can view API calls to Amazon Web Services Support that occurred in your Amazon Web Services account. For example, you can view log information when someone in your account creates or resolves a support case. For more information, see Logging Amazon Web Services Support API calls with Amazon CloudTrail.

You can use the Amazon Web Services Support API to call the DescribeCases API. This API returns support case information, such as the case ID, the create and resolve date, and correspondences with the support agent. You can view case details for up to 12 months after the case was created. For more information, see DescribeCases in the Amazon Web Services Support API Reference.

Your support cases follow Compliance validation for Amazon Web Services Support.

When you create a support case, Amazon doesn't gain access your account. If necessary, support agents use a screen-sharing tool to view your screen remotely and identify and troubleshoot problems. This tool is view-only. Amazon Web Services Support can't act for you during the screen-share session. You must give consent to share a screen with a support agent. For more information, see the Amazon Web Services Support FAQs.

You can change your Amazon Web Services Support plan to get the help that you need for your account. For more information, see Compare Amazon Web Services Support Plans and Changing your Amazon Web Services Support plan.