# Contacting EDI Cloud Operations
Your designated E-SDM provides advisory assistance across EDI and has a detailed understanding of your use case and technology architecture for your managed environment. Your E-SDM works with account managers, technical account managers (TAMs), cloud architects (CAs), and AWS solutions architects (SAs), as applicable. The E-SDM is your primary point of contact for EDI.
The following are the primary responsibilities of your E-SDM:
+ Organize and lead monthly service review meetings with you.
+ Provide details on security, software updates for your EDI environment, and opportunities for optimization.
+ Champion your requirements, including feature requests for EDI on AWS.
+ Respond to and resolve billing and service reporting requests.
## EDI Cloud Operations contact hours
The following table lists the ECO contact hours:
| Feature | ECO team |
| --- | --- |
| Service request | 24 hours a day, 7 days a week |
| Incident management | 24 hours a day, 7 days a week |
| Backup and recovery | 24 hours a day, 7 days a week |
| Patch management | 24 hours a day, 7 days a week |
| Monitoring and alerting | 24 hours a day, 7 days a week |
| E-SDM | Monday to Friday: 08:00 – 17:00, local business hours |
### EDI Cloud Operations escalation path
ECO supports customers with incident management and service request management, 24 hours a day, 7 days a week, 365 days a year in accordance with the [Incident management response time](eco-sd.md#incident-response-time).
To report an EDI service performance issue, use the AWS Support Center and submit an incident case. For details, see [Submitting EDI incidents](incident-mgmt.md#incident-submit). For general information about ECO incident management, see [Incident management in ECO](incident-mgmt.md).
To request information, advice, or additional services from ECO, use the AWS Support Center and submit a service request. For details, see [Creating EDI service requests](service-request-mgmt.md#service-request-create).