Troubleshooting and support for AWS Wickr - AWS Wickr
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.

This guide provides documentation for AWS Wickr. For Wickr Enterprise, which is the on-premises version of Wickr, see Enterprise Administration Guide.

Troubleshooting and support for AWS Wickr

The following topics can help you troubleshoot common issues with AWS Wickr. Wickr uses a shared-responsibility support model: try to resolve the issue yourself first, then escalate to your organization. Your administrator escalates to AWS when an issue is on the service side.

AWS Wickr support responsibilities
Support level Owner Responsibilities
Self-service You Work through the troubleshooting topics on this page, which cover common issues with messages, calls, and network connectivity. To open these topics from the Wickr client, choose the Settings icon Settings icon, and then choose Support. If you can't resolve the issue, escalate to your network administrator.
First-line support Your network administrator Provides first-line support for your organization because they manage the settings that control your experience, including network configuration, security groups, user management, and bots. Many issues, such as missing features, permissions, or contacts, are resolved by an administrator adjusting these settings.
Service support AWS Support Handles service issues. Your administrator opens a case in the AWS Support Center when an issue can't be resolved through administrator troubleshooting. As an end user, you don't contact AWS directly.
Topics