Announcing AWS Incident Detection and Response: A New Enterprise Support Add-On

By Temi Baiyewu, Sr. Product Manager, Enterprise Support – AWS
By Veronica Sartori, Sr. Solution Provider Business Development Manager – AWS

We are excited to announce the general availability of AWS Incident Detection and Response, a new add-on to AWS Enterprise Support that’s enabled under the AWS Solution Provider Program and AWS Distribution Program.

AWS Incident Detection and Response offers AWS Enterprise Support customers proactive monitoring and incident management for their selected workloads. It’s designed to help you improve your operations, increase workload resiliency, and accelerate your recovery from critical incidents.

AWS Incident Detection and Response leverages the proven operational, enhanced monitoring, and incident management capabilities used internally by AWS teams and externally by AWS Managed Services (AMS).

Enrollment into AWS Incident Detection and Response is available October 1, 2022 for AWS Solution Providers and Distributors.

How it Works

To establish a strong foundation to securely operate your workloads in the cloud, it’s critical to have an observable environment that tracks the right workload metrics. AWS Incident Detection and Response begins with a review of your workloads for reliability and operational excellence.

AWS experts work with you to define critical metrics and alarms that provide improved visibility into the application and infrastructure layers of your workloads, making it easy to find and prioritize issues during an incident.

AWS Incident Management Engineers continuously monitor your workloads, ensure critical incidents are detected immediately, and engage you on a call bridge with the right AWS experts to accelerate the recovery of your workloads.

All incidents are managed with the highest level of severity and escalation, and we remain engaged until the incident is resolved. Lessons learned from previous incidents are applied to improve the resiliency of the workloads and response plans, reducing the opportunity for failures in the future.

Availability

AWS Incident Detection and Response is available in English for workloads hosted in the following regions: US East (N. Virginia), US East (Ohio), US West (Oregon), US West (N. California), Canada (Central), EU (Frankfurt), EU (Ireland), EU (London), EU (Paris), EU (Stockholm), Asia Pacific (Mumbai), Asia Pacific (Tokyo), Asia Pacific (Singapore), Asia Pacific (Seoul), Asia Pacific (Sydney), and South America (Sao Paulo).

AWS Incident Detection and Response is available to AWS Enterprise Support customers for an additional fee, and is included for AWS Managed Services customers with AWS Enterprise Support.

AWS Solution Providers and Distributors who resell AWS Incident Detection and Response will receive a discount off public pricing. The Solution Provider or Distributor is responsible for resolving billing and account issues, but end customers with Resold Support will use AWS Incident Detection and Response features directly.

Learn More

For additional information around pricing and discounting, visit the AWS Incident Detection and Response page.

AWS Solution Providers can refer to the Solution Provider Program Terms and Solution Provider Discount Guide available in AWS Partner Central (login required).

AWS Distributors can refer to the Distributor Program Terms and the Distributor Guide available in Partner Central.