AWS awssupport documentation change
Summary
Added documentation about changing support case severity levels for Enterprise Support/On-Ramp customers, including step-by-step instructions and limitations
Security assessment
The change documents a process improvement for case management but does not address a specific security vulnerability. However, it adds documentation about a feature (severity escalation) that could be used during security incidents to expedite response.
Diff
diff --git a/awssupport/latest/user/case-management.md b/awssupport/latest/user/case-management.md index 9a1a61fcf..e0cab8dda 100644 --- a//awssupport/latest/user/case-management.md +++ b//awssupport/latest/user/case-management.md @@ -5 +5 @@ -Creating a support caseDescribing your problemChoosing an initial severity levelUnderstanding AWS Support response times +Creating a support caseDescribing your problemChoosing an initial severity levelUnderstanding AWS Support response timesChanging a support case severity level @@ -132 +132 @@ When you provide as much detail as possible, you increase the chances that your -## Choosing a support case severity level +## Choosing an initial support case severity level @@ -140 +140,3 @@ The following table lists the severity levels, response times, and example probl - * You can't change the severity level for a support case after you create it. If your situation changes, work with the Support agent for your support case. + * If you have Enterprise Support or an Enterprise On-Ramp plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and routes the case according to the new severity level. For more information, see Changing the severity level of your support case. + + * If you don't have Enterprise support or an Enterprise On-Ramp plan, then you can't change the severity level for a support case after you create it. If your situation changes, work with the Support agent for your support case. @@ -193,0 +196,60 @@ If you choose Korean as your preferred contact language for support cases, suppo +## Changing the severity level of your support case + +If you have Enterprise Support or an Enterprise On-Ramp plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and attends to the case according to the new severity level. + +###### Note + +Japanese (JP) account or billing, Service Quota Increase Request (SQIR), and Turkish (TR) account or billing cases created in these languages have a default severity and can't be changed. + +To change the severity of a support case, complete the following steps: + + 1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support). + +###### Tip + +In the AWS Management Console, you can also choose the question mark icon (  ) and then choose **Support Center**. + + 2. Select the case that you want to change the severity level for. + + 3. In **Case details** , choose the pencil icon next to the **Severity** field, as shown in the following example. + + + + 4. For **Severity** , choose the new severity level from the following options: + + * General guidance + + * System impaired + + * Production system impaired + + * Production system down + + * Business-critical system down + + 5. For **Reason for case severity change** , choose from the available options for why you're changing the case severity. + + 6. (Optional) For **Tell us more** , enter additional information about this change. + + 7. Do one of the following: + + * If you're lowering the support case severity, or if you're raising it from **General guidance** to **System impaired** or **Production system impaired** , choose **Update**. + + * If you're raising the severity to **Production system down** or **Business-critical system down** , use one of the options in the **Contact methods** section to engage with AWS Support, and then choose **Update**. The following example shows the options available in the **Contact methods** section. + + + + + + +###### Note + + * If you upgrade your support case severity to **Production system down** or **Business-critical system down** , you must wait 60 minutes before you can change the severity again. + + * If your support case is currently set to **Business-critical system down** , you're prompted to initiate live contact with AWS Support instead of assigning a higher severity. + + * If you're raising your support case severity level after already raising it at least once, you might encounter a waiting period. For example, if you change the severity from **System impaired** to **Production system impaired** at 6:00 AM, then your support case falls under the 4-hour first-response time for the **Production system impaired** severity level. In this scenario, you can upgrade the severity level again at 10:00 AM, after the 4-hour window. For a list of first-response times for each severity level, see the table in Understanding AWS Support response times. + + + +