1. Serverworks Support Center
  2. AWS Billing Agency Services
  3. Inquiries and Support Center (Zendesk)

What Information is Helpful for Technical Inquiries?

Question / Problem

What specific information should be included when submitting a technical inquiry?

 

Answer / Solution

When submitting a technical inquiry, providing specific details about the situation will lead to a more efficient and timely resolution.

  • Please share the situation accurately.
    • Clearly stating your ultimate goal and the specific challenges you face will result in a faster resolution.
    • If your "ultimate goal" is clear, we may be able to provide various suggestions toward a solution.
  • Please tell us specifically why you determined there is a problem.
    • If the inquiry details are too brief, it will take more time for us to confirm the context.
    • Do not omit the context; please share as much detail as possible.
  • Depending on the situation, we may request additional information. We appreciate your cooperation and assistance in such cases.

    • In particular, information such as an "objective description of the incident or problem," "timestamp information," "AWS account information," and "AWS resource information" are the minimum requirements for a smooth investigation.

      Note: The above information is also required when we confirm details with AWS Support.

      Note: Regarding AWS account information: For issues occurring in accounts not covered under our AWS Billing Agency Services, please contact AWS Support or the support provider for that specific account directly.

    • While we generally do not refuse to investigate even if information is not provided, please be aware that an investigation with insufficient data may not yield a clear insight and might fail to resolve your issue.
    • If you are unable to provide certain information due to internal circumstances, please let us know the background specifically so that we can consider alternative methods or different approaches.
    • Please note that as a final result of the investigation, we may still conclude that information from your side is necessary.

We have summarized the key points to share when contacting us.

Information Required Why is this information necessary? Example
What is the issue? To understand the overview of the challenge you want to solve. I tried to SSH into an EC2 instance in the Tokyo region but could not gain access.
How was the issue identified? To understand the specific reason why you determined there is a functional problem. I attempted to SSH to the Public IP address of the EC2 instance from my office over the internet, but the connection was refused.
What is your final objective? Providing as much detail as possible allows us to suggest the best methods tailored to your goals and helps prevent delays in our investigation. I want to connect to an EC2 instance via SSH from the office over the internet. I also want to restrict access to the instance to only specific IP addresses.
Affected resources and Region? To ensure we identify the correct resources, please provide a unique identifier like the Instance ID and Region. Using only instance names can lead to duplicates and delay our investigation.

Service: EC2

Instance ID: i-xxxxxxxxxxxxxxx

Region: ap-northeast-1

OS: Amazon Linux 2
When did it occur? Is it ongoing? To help with problem isolation. Please include the time zone for all timestamps. It started on November 1, 2019, at 00:00 (JST) and is currently ongoing.
Steps taken and Environment? To avoid suggesting steps you have already taken and to determine if your current procedures need adjustment, please provide your execution environment details (e.g., OS version and edition). I followed these steps [https://aws.amazon.com/jp/premiumsupport/tech-support-guidelines/] and ran the ssh command in a terminal, but it failed with an error log. I am using Windows 10 Pro with PuTTY as the SSH client.
Logs or Screenshots? To ensure a faster resolution and avoid unnecessary back-and-forth, please provide all relevant details. If logs are large, please attach them as files. 
$ ssh -i .ssh/aaa.pem ec2-user@x.x.x.x
ssh: connect to host x.x.x.x port 22: Connection refused
Previous related inquiries? Previous similar cases may provide clues for a faster resolution. I previously confirmed how to change Security Groups in ticket number xxxxxx.
(For Urgent Requests) Urgency, Background, and Business Impact This information is mandatory when we request AWS Support to escalate an investigation. Please refer to this article for details on specifying urgency and precautions. If this task is not completed, approximately 200,000 users will be unable to use our service, affecting our entire business and resulting in an estimated loss of 10 million JPY per day.

Questions That Are Difficult to Answer

Inquiry Content Reason
Root cause of an AWS outage AWS does not provide detailed explanations regarding the specific root cause or preventative measures for outages. AWS recommends an architecture based on "Design for Failure." While we can check if an outage or defect occurred on the AWS side as part of isolation, we cannot provide detailed internal causes.
AWS internal specifications or service performance We do not provide information regarding performance, specifications, or underlying technologies beyond what is available in public documentation. If you share your specific goal, we may be able to provide guidance. For performance metrics, we recommend building a staging environment and conducting your own tests.
Past maintenance frequency or patterns AWS maintenance may be performed urgently for security reasons. AWS does not provide information regarding past maintenance history or statistical trends.

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