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Unified Operations Getting started: How to request 5-minute incident response - Amazon Web Services Support
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Unified Operations Getting started: How to request 5-minute incident response

Amazon Unified Operations offers 5-minute incident response for your critical incidents. To request a 5-minute inbound response you can create a support case from a support interaction or use the legacy support case creation method. When you create your case, make sure that you enter the following information to ensure that your case receives a response within 5 minutes:

Note

Use this method regardless of whether you use proactive monitoring or not, or when incidents occur before alarm setup is complete.

  1. For Case type, choose Technical.

  2. For Service, choose the affected Amazon service.

  3. For Category, choose the option that best matches your issue.

  4. For Severity, choose Business-critical system down.

  5. In the Description, include the following information

    1. Technical information

      • Workload name

      • Affected Amazon Resource ARN(s)

    2. Business information

      • Description of impact to the business

      • (Optional) Customer bridge details

Note

Resolution effectiveness depends on available context. Alarm onboarded workloads benefit from immediate access to comprehensive workload information, while non-onboarded workloads begin with service health data and customer-provided information.