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:

  1. For Case type, choose Technical.

  2. For Service, choose Amazon Incident Detection and Response.

  3. For Category, choose Active Incident.

  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