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This Guidance helps you implement the support capability so you can troubleshoot your cloud environment, integrate it into existing ticketing systems, submit tickets, and escalate issues to appropriate entities for timely responses, depending on the criticality and support level. Customized support capabilities will help you identify what your cloud environment needs to host production workloads. Customized support also helps you scale as your cloud usage increases.
Please note: [Disclaimer]
Architecture Diagram
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Step 1
Your workforce authenticates and accesses internal systems through support application integration. These systems enable your workforce to track IT requests and support requests in addition to monitoring operational metrics for relevant stakeholders. Setting a severity for each request level helps you prioritize these requests.
Step 2
Use logs to store and visualize the history of each request for auditing and for future training purposes. Analyze the data periodically to identify trends and workflow improvements in your environment.
Step 3
Use AWS Support automated checks and notifications from AWS Trusted Advisor and AWS Health Dashboard to monitor events and automatically create tracking requests within your system. Define key performance indicators (KPIs) that will help you evaluate your environment and monitor the health of your workloads so you can automatically inform relevant stakeholders and store that information.
Step 4
As you build your environment and deploy more workloads, choose the right level of Support. This enables you to escalate from your internal teams directly to AWS when needed for your development and production workloads.
Step 5
Integrate your findings into your KPI monitoring system to automatically send Amazon Simple Notification Service (Amazon SNS) notifications to your development teams, notify your AWS account team, and escalate directly to Support if your production workloads are affected.
Step 6
Create processes that evaluate your operational readiness periodically and after operational incidents.
Step 1
Your workforce authenticates and accesses internal systems through support application integration. These systems enable your workforce to track IT requests and support requests in addition to monitoring operational metrics for relevant stakeholders. Setting a severity for each request level helps you prioritize these requests.
Step 2
Use logs to store and visualize the history of each request for auditing and for future training purposes. Analyze the data periodically to identify trends and workflow improvements in your environment.
Step 3
Use AWS Support automated checks and notifications from AWS Trusted Advisor and AWS Health Dashboard to monitor events and automatically create tracking requests within your system. Define key performance indicators (KPIs) that will help you evaluate your environment and monitor the health of your workloads so you can automatically inform relevant stakeholders and store that information.
Step 4
As you build your environment and deploy more workloads, choose the right level of Support. This enables you to escalate from your internal teams directly to AWS when needed for your development and production workloads.
Step 5
Integrate your findings into your KPI monitoring system to automatically send Amazon Simple Notification Service (Amazon SNS) notifications to your development teams, notify your AWS account team, and escalate directly to Support if your production workloads are affected.
Step 6
Create processes that evaluate your operational readiness periodically and after operational incidents.
Additional Considerations
Establishing a support capability within your organization is essential to achieving the correct operations. You can do this by defining your support requirements and documenting your support model for your cloud workloads. Integrating support for your cloud workloads in your new or current ticketing system will also help you escalate issues to the appropriate stakeholders when needed.
By using data collected through logs, the support capability will help you define KPIs and create dashboards to monitor the health of your environment. These dashboards also let you provide information about schedule maintenance windows.
Access to metrics and logs from your support team is essential. This will help you prepare for and respond to incidents quickly, minimizing or avoiding downtime of your production systems. Integrating support plans and tools from your cloud services provider, such as technical and billing support, into your support model will enhance your ability to identify cost-saving opportunities and learn from the collective experience of other customers in your industry.
Related Content
- Stakeholders: Operations, Central IT (primary), Finance
- Supporting Capabilities: Identity Management and Access Control, Log Storage, Tagging, Backup and Recovery
- For additional information on this capability, read the whitepaper.
Disclaimer
The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.