# Plan ahead with Amazon Connect quotas
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Learn how to plan for and manage service quotas during key phases of your contact center lifecycle.

## Planning for production launch
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Before launching your Amazon Connect contact center, request service quota increases to ensure sufficient capacity for your agents and concurrent calls. Follow these best practices: 

1. **Include quotas in your migration plan**. 
   + Address service quotas during the project design phase.
   + Submit quota increase requests well before final migration stages.

1. **Size your production workloads**. 
   + Prepare the following data to support your quota requests:
     + Current number of agents
     + Call volume metrics
     + Average call duration
   + Be ready to provide additional metrics as needed so we can process your request.
**Note**  
The data we ask for is based on the service quota. It is needed to correctly size the quotas you require.

## Ongoing operations management
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Monitor your contact center's quota utilization by using Amazon CloudWatch. For detailed metrics, see [Amazon Connect metrics sent to CloudWatch](monitoring-cloudwatch.md#connect-metrics-cloudwatch).

**Best practice**: Set CloudWatch alarms to monitor service quota usage:
+ Configure alerts at 80% of quota limits.
+ Request quota increases when usage consistently exceeds this threshold.

## Managing emergency events
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If you need urgent support during an emergency:
+ Open a high-severity support case through the AWS Support Center:
  + Business Support plan: Select **Production system down** (1-hour response).
  + Enterprise On-Ramp or Enterprise Support plan: Select **Business-critical system down**.
    + Enterprise Support: 15-minute response
    + Enterprise On-Ramp: 30-minute response
+ Contact your account team (such as your AWS Technical Account Manager and Solutions Architect) to ask for assistance.

During high-volume events, implement these queue management practices:
+ Use the [Get metrics](get-queue-metrics.md) flow block to communicate wait times to your customers.
+ Enable [queued callbacks](setup-queued-cb.md). 
+ Balance operational best practices with service quota constraints.

For more information, see [Creating a support case](https://docs.aws.amazon.com/awssupport/latest/user/case-management.html#creating-a-support-case).