Where can I find technical support for AWS Elemental appliances and software?
If you are an AWS Elemental customer with an active support plan, you can get technical support by going to AWS Elemental Appliances and Software in the AWS Management Console. Once there, you can go to the AWS Elemental Support Center to contact the AWS Elemental Support team and manage your support cases. The AWS Elemental Support Center also includes hundreds of support articles.
If you don’t have an active support plan, you can still access AWS Elemental product documentation, the AWS Elemental forum, and the AWS Media blog.
In addition to providing access to technical support resources, AWS Elemental Appliances and Software is the central location for viewing appliance and software quotes, placing orders, and managing your assets and software. An AWS account is required for access and this account is also your key to using the AWS Elemental Media Services and the full suite of builder tools on AWS. To request access, please contact us using this form. For more information, see the AWS Elemental Appliances and Software Activations user guide.
As an AWS Elemental customer, I previously accessed support and self-service resources through the Elemental User Community (EUC). Is the EUC still available?
In 2020, we unified the AWS Elemental customer experience in the AWS Management Console. Now AWS Elemental Appliances and Software in the console is where you open and manage technical support cases, download software, and find software licensing resources and support articles. To learn more about how to access this service and what you can do, please read the AWS Elemental Appliances & Software Service Getting Started Guide.
What are the differences between AWS Support and AWS Elemental Support?
AWS Support helps you stay agile with architectural guidance as you build applications and solutions. Have a question or need help? Just ask -- our cloud support engineers and subject matter experts are here with answers and guidance. Visit the AWS Support page to learn more about options and benefits, and to select a Support Plan for your AWS Services.
AWS Elemental Support helps your engineers and operations teams deploy AWS Elemental on-premises appliances and software even if they aren’t part of a media workflow in the AWS Cloud. Our team helps you to deploy your workflows efficiently. Learn more about the benefits and select an AWS Elemental Support Plan for your on-premises appliances.
I use AWS Elemental on-premises appliances and software along with AWS Media Services. How do I get support for my video workflow?
AWS Elemental on-premises product support is available from the AWS Elemental Appliances and Software Support Center within the AWS Management Console. This includes AWS Elemental Live, AWS Elemental Server, and AWS Elemental Conductor.
Support for AWS Media Services is available in the AWS Support Center. This includes AWS Elemental MediaConnect, MediaConvert, MediaLive, MediaPackage, MediaStore, MediaTailor, and AWS Elemental Link.
Support for AWS Elemental Appliances and Software is handled by AWS Elemental support and is subject to the AWS Elemental Support Services terms and conditions from the Elemental Service Agreements, while support for AWS services in the console are handled separately by AWS Support.
Additional support programs for customers with media workloads are available through AWS Elemental Enterprise Support, including programs for assignment of a media-specialized Technical Account Manager and AWS Elemental Media Event Management for onboarding new media workflows or broadcasting high-visibility live events.
How do I get support for AWS Elemental Media Services and which level of support should I choose?
- AWS Customer Service & Communities - 24x7 access to customer service, documentation, whitepapers, and support forums (including Media Services forums)
- AWS Trusted Advisor - This online tool provides real-time guidance to help you provision your resources following AWS best practices
- AWS Personal Health Dashboard - A personalized view of the health of AWS services that can alert you if your resources are impacted
- Service Limit Increase requests. For information on the default service limits, see AWS Service Limits
If you need technical support delivered by AWS Premium Support, you need to sign up for a Developer, Business, or Enterprise Support plan (compare plans here). If you are using AWS Elemental Media Services in a production environment, we highly encourage you to choose Business or Enterprise. These support tiers allow you to open a support case for a production outage, and they offer phone and live chat support. If a one hour response time is not fast enough for you, you should consider the Enterprise support plan.
Please note that you must attach the AWS Support plan to the AWS account that you use for your Media Services. To protect customer data and privacy, AWS Support can only cover support cases under the AWS account where they are created.
Support for AWS Media Services is provided by the AWS Support team. To open a ticket, please visit the AWS Support Center.
Where can I find information about my AWS Elemental software and licenses?
Software and license information is available in the AWS Elemental Appliances and Software Support Center within the AWS Management Console. Log in and select Activations from the left navigation. You will see details about your purchased products, including activation keys, serial numbers, service plan dates, and enabled option packs. You can also view and download software and kickstart files, and find links to product documentation and important product announcements.