Service desk

Service desk

AMS offers unlimited incidents and service request interactions with responses within 15 minutes and incident restorations within 4 hours, depending on the Service Level Agreements (SLAs). You have 24/7 access to our team of cloud experts through web case, phone, or chat.

Incident management

AMS helps protect your organization's information, as well as its infrastructure, with our incident response and resolution capabilities. AMS proactively detects security and availability issues and offers unlimited incident response across AWS. Our team of cloud experts is here to investigate, remediate, and resolve your issues.

Service request management

Create unlimited service requests for information on how to use AMS, troubleshoot operational issues that are not an incident, and receive guidance on operational integration for your workloads. Contact our team of cloud experts through web case, phone, or chat.

AWS Incident Detection and Response

AWS Incident Detection and Response is an add-on to Enterprise Support that offers 24/7 proactive monitoring and incident management for subscribed or onboarded workloads. AWS Incident Detection and Response is available at no additional charge in eligible AWS Regions for AMS direct customers with AWS Enterprise Support.

Operational monitoring

Operational monitoring

AMS monitors the logs and metrics of your AWS resources 24/7 to detect performance and availability issues. After receiving an alert, AMS combines automated remediations, cloud experts, and processes to bring the resources back to a healthy state. It engages with your teams to convert insights into learnings on how to prevent this behavior in the future.

AWS Health integration

AMS monitors the performance and the availability of AWS services, Regions, and accounts using AWS Health. We work with you to prepare for planned activities and to respond to events in progress.

Backup management

Backup and restoration

AMS helps you back up critical information on a regular basis and assists with a timely recovery using a proven methodology. You define the backup schedules, frequency, and retention period while AMS initiates and monitors all backup jobs.

Cost optimization

Your AMS Cloud Service Delivery Manager (CSDM) provides monthly recommendations to optimize your AWS usage and cost. Our team of cloud experts will make the changes to your infrastructure based on the recommendations to ensure that you get the most out of our AWS investment.


AMS aggregates and stores all logs generated as a result of all operations in Amazon CloudWatch, AWS CloudTrail, and system logs. Consistent log handling prevents tampering and makes it faster and easier for us and customers to audit, detect, and resolve issues. AMS also records all changes executed inside the account and provides prebuilt queries that help in tracking resource changes over time.


AMS provides customers with a monthly service report that summarizes key AMS performance metrics. This report includes an executive summary and insights, operational metrics, AMS SLA adherence, and financial metrics around spend, savings, and cost optimization. Reports are delivered by an AMS CSDM designated to the customer.

Service delivery

Service level management

AMS offers two tiers of service levels—Plus and Premium—to meet the operational requirements for different types of workloads. The Plus service level is targeted at non-production and non-critical workloads, and the higher service levels of the Premium tier are targeted at the needs of business critical applications. Credits are provided for non-conformance to SLAs for each tier, and customers have the flexibility to choose between the tiers per account on a monthly basis.

AMS Cloud Service Delivery Manager (CSDM)

AMS designates a CSDM who provides visibility, recommendations, escalation channel, and reporting through all phases of the operations lifecycle, including onboarding and migration. CSDMs conduct monthly business reviews and provide insights like financial spending, cost-saving recommendations, service utilization, and risk reporting.

Cloud Architect

AMS designates a Cloud Architect (CA) who provides technical expertise to navigate the operational challenges of cloud computing. They help identify candidate workloads from the application pipeline, onboard accounts, lead game days, perform disaster recovery testing, and provide problem management and architectural guidance.


Patch management

AMS applies and installs updates to Amazon Elastic Compute Cloud (Amazon EC2) instances for supported operating systems during your chosen maintenance windows. AMS creates a snapshot of the instance before patching, monitors the patch installation, and notifies you of the outcome. In case of patching failures, AMS investigates the failure and tries to remediate it or rolls back the instance if needed.

Access management

AWS Systems Manager Sessions Manager

AMS uses proven automations to perform operations activities to minimize manual touch points and security risks. Amazon EC2 instance access, during incidents or in response to service requests, is managed using AWS Systems Manager Sessions Manager to ensure logging and audit trails.

Security management

Security monitoring

AMS protects your resources with AWS security tools optimized to reduce noise and identify indications of an upcoming security incident. AMS uses Amazon GuardDuty to identify potentially unauthorized or malicious activity in your AWS environment. AMS uses Amazon Macie to protect your sensitive data, such as personal health information (PHI), personally identifiable information (PII), and financial data.

Security conformance

AMS keeps your AWS infrastructure secure by deploying a library of controls aligned with the National Institute of Standards and Technology (NIST) and the Center for Internet Security (CIS) security frameworks. These rules continually check that your existing and new resources are conformant with these security frameworks.