Unified Operations Getting started: How to request 5-minute incident response
AWS Unified Operations offers 5-minute incident response for your critical incidents. To request a 5-minute inbound response you can create a support case from a support interaction or use the legacy support case creation method. When you create your case, make sure that you enter the following information to ensure that your case receives a response within 5 minutes:
Note
Use this method regardless of whether you use proactive monitoring or not, or when incidents occur before alarm setup is complete.
For Case type, choose Technical.
For Service, choose the affected AWS service.
For Category, choose the option that best matches your issue.
For Severity, choose Business-critical system down.
In the Description, include the following information
Technical information
Workload name
Affected AWS Resource ARN(s)
Business information
Description of impact to the business
(Optional) Customer bridge details
Note
Resolution effectiveness depends on available context. Alarm onboarded workloads benefit from immediate access to comprehensive workload information, while non-onboarded workloads begin with service health data and customer-provided information.
