AWS - Requesting Support

Technical Support cases are handled through DLT, our AWS reseller

Paid DLT Business Level Support

All customers are strongly encouraged to enroll in DLT's Business Level Support offering for accounts with production workloads, which adds an additional 10% to a customer's bill.

Customers who have opted for DLT Business Level Support can contact DLT at 888-358-7658 or opscenter@dlt.com with support requests. When contacting DLT support, please include your name, AWS account name, AWS account number, AWS service, AWS region, problem severity, problem description, and contact information.

To determine the level of support associated with your account, AWS - Sign In to the AWS Management Console  and open the Support Center Console. The support plan associated with your account will be listed as either Business Support Plan or Basic Support Plan.

DLT Business Level Support Features:
  • Your DLT AWS Support covers development and production issues for AWS products and services, along with other key stack components.
    • "How to" questions about AWS service and features
    • Best practices to help you successfully integrate, deploy, and manage applications in the cloud
    • Troubleshooting API and AWS SDK issues
    • Troubleshooting operational or systemic problems with AWS resources
    • Issues with our Management console or other AWS tools
    • Problems detected by Health Checks
    • A number of 3rd Party Applications such as OS, web servers, email, databases, and storage configuration
  • AWS Support does not include:
    • Code development
    • Debugging custom software
    • Performing system administration tasks

Free DLT AWS Basic Support

If you do not choose AWS Business-level support through DLT, you still have access to Basic support at no cost.  That support is more limited, and customers on Basic Level Support can contact DLT at 888-358-7658 or send an email to opscenter@dlt.com with support requests. When contacting DLT support, please include your name, AWS account name, AWS account number, AWS service, AWS region, problem severity, problem description, and contact information.

All AWS users have access to the Amazon's AWS Discussion Forums.

Other Paid AWS Support

There are other support plans besides Basic and Business levels available from AWS (details here https://aws.amazon.com/premiumsupport/plans/ )   Contact the team UW Madison Public Cloud Team if you would like to discuss your support options using the contact us link in the sidebar.

As per our DLT contract, account holders  are required to contact DLT support at 1-888-358-7658 or by email to opscenter@dlt.com.  When contacting DLT support, please include your name, AWS account name, AWS account number, AWS service, AWS region, problem severity, problem description, and contact information.

AWS Service Health Dashboard

Customers can check the status of AWS services using Amazon's AWS Service Health Dashboard.

See Also:

If you have any questions, feedback or ideas please Contact Us

Commonly Referenced Docs:

UW Madison Public Cloud Team Events
Online Learning Classes for Cloud Vendors
What Data Elements are allowed in the Public Cloud




Keywords:aws support request dlt business level amazon free   Doc ID:65484
Owner:Steve T.Group:Public Cloud
Created:2016-07-27 08:45 CSTUpdated:2022-06-20 12:34 CST
Sites:Public Cloud
Feedback:  0   0