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Important Notes Regarding High Urgency Inquiry Selection

Question / Problem

What should I keep in mind when selecting Development system impaired and urgent inquiries or Production system impaired as the urgency level for a technical inquiry?

 

Answer / Solution

If you select Development system impaired and urgent inquiries or Production system impaired when creating a support ticket, we ask that you adhere to the following guidelines:

  • Provide specific details regarding the background and business impact. When requesting high-priority support, please be as specific as possible about why the request is urgent and how it is impacting your business. (This information is mandatory when we escalate investigations to AWS Support with increased urgency.)

    Example: "If this task is not completed, approximately 200,000 users will be unable to use our service. This impacts our entire business operations, resulting in an estimated loss of approximately 10 million JPY per day."

  • Criteria for "Production system impaired"

    This level is strictly reserved for ongoing critical emergencies where your service is partially or entirely non-functional, no workaround is available, and your business is suffering (or is at high risk of suffering) significant loss. Please do not select this level based solely on general inconvenience to operations.

  • Ensure availability for information gathering

    To proceed with investigations, our team or AWS may request additional information. Especially when selecting Production system impaired,please ensure that a technical contact remains available 24/7—including nights and weekends—to provide additional information or logs—to facilitate a rapid resolution. If we cannot reach you, it may hinder the progress of the investigation and prolong the time to resolution.

  • Management of urgency levels and status updates

    Our engineers and AWS allocate resources and hand over tasks between shifts based on the designated urgency. Therefore, if we are unable to contact you, we may downgrade the urgency level of the ticket. Even if you are still investigating internally or have self-resolved the issue, please provide periodic "heartbeat" updates, such as:

    • "Currently investigating internally."

    • "We plan to start working on this at [Time]."

    • "The issue was resolved by [Action]."

  • Subject line conventions

    We occasionally see subject lines containing terms like 【URGENT】 or 【EMERGENCY】. However, if the business impact is not clearly described or if we do not receive a response to our follow-up questions, we may treat the ticket as a standard urgency case. Please refrain from including urgency keywords in the subject line. Instead, indicate the priority by selecting the appropriate urgency level and providing a detailed business impact description in the designated fields when creating the ticket.

  • Regarding specific response deadlines

    While you may request a response by a specific time (e.g., "Please reply by 3:00 PM"), please understand that our service defines Target Initial Response Times based on the urgency level selected at the time of ticket creation. Any subsequent updates or resolutions are handled on a best-effort basis.

  We appreciate your cooperation in setting appropriate priority levels and providing necessary updates to help us resolve your issues as efficiently as possible.

【Reference Articles】

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