# Contact and escalation


You have a designated cloud service delivery manager (CSDM) who provides advisory assistance across AMS Accelerate, and has a detailed understanding of your use case and technology architecture for the managed environment. CSDMs work with account managers, technical account managers, AWS Managed Services cloud architects (CAs), and AWS solution architects (SAs), as applicable, to help launch new projects and give best practice recommendations throughout the software development and operations processes. The CSDM is the primary point of contact for AMS. Key responsibilities of your CSDM are: 
+ Organize and lead monthly service review meetings with customers.
+ Provide details on security, software updates for environment and opportunities for optimization.
+ Champion your requirements including feature requests for AMS Accelerate.
+ Respond to and resolve billing and service reporting requests.
+ Provide insights for financial and capacity optimization recommendations.

# Contact hours


You can contact AMS Accelerate for different reasons at different times.


| Feature | AMS Accelerate |   | Premium Tier | 
| --- | --- | --- | --- | 
| Service request | 24/7 | 
| Incident management (P2-P3) | 24/7 | 
| Backup and recovery | 24/7 | 
| Patch management | 24/7 | 
| Monitoring and alerting | 24/7 | 
| Cloud service delivery manager (CSDM) | Monday to Friday: 08:00–17:00, local business hours | 

# Business hours



| Feature | AMS Accelerate |   | Premium Tier | 
| --- | --- | --- | --- | 
| Service request | 24/7 | 
| Incident management (P1) | 24/7 | 
| Incident management (P2-P3) | 24/7 | 
| Backup and recovery | 24/7 | 
| Patch management | 24/7 | 
| Monitoring and alerting | 24/7 | 
| Cloud service delivery manager (CSDM) | Monday to Friday: 09:00–17:00, local business hours | 

# Escalation path


 AMS 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 AMS Service level Agreement applied to the account.

 To report an AWS or AMS service performance issue that impacts your managed environment, use the AMS console and submit an Incident case. For details, see [Submitting an incident for Accelerate](submitting-an-incident.md). For general information about AMS incident management, see [Incident management in AMS Accelerate](acc-manage-incidents.md). 

 To ask for information or advice, or to request additional services from AMS, use the AMS console and submit a service request. For details, see [Creating a service request in Accelerate](creating-a-sr.md). For general information about AMS service requests, see [Service request management in Accelerate](service-request-management.md).