Unified Operations Getting started: How to request 5-minute incident response - AWS Support
Services or capabilities described in AWS documentation might vary by Region. To see the differences applicable to the AWS European Sovereign Cloud Region, see the AWS European Sovereign Cloud User Guide.

Unified Operations Getting started: How to request 5-minute incident response

AWS 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 AWS 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 AWS Resource ARN(s)

    2. Business information

      • Description of impact to the business

      • (Optional) Customer bridge details