[Platformone] Support Assistance

Wed Dec 11 21:05:47 UTC 2019

Hello Chris,

Thank you.. As it turns out we are deploying to a new VPC now and we have
encountered the same issue again. This new ec2 landed on the same problem
host that we had issues with yesterday. We are working with support to move
the ec2 to another host, how can we pull this problem host out of the mix?

The support engineer asked if you would reach out to him.

https://console.amazonaws-us-gov.com/support/cases?#/6655545661/en

Thanks,

KEVIN O'DONNELL

ARCHITECT MANAGER

Red Hat Red Hat NA Public Sector Consulting <https://www.redhat.com/>

kodonnell at redhat.com <kodonnell at redhat.com%20M:240-605-4654> M: 240-605-4654
<https://red.ht/sig>

On Wed, Dec 11, 2019 at 11:14 AM Kozlowski, Chris <kozlowck at amazon.com>
wrote:

> Kevin,
>
>
>
> No problem. I actually didn’t need to get involved this time myself;
> support is generally really responsive. Glad they were able to help you
> quickly!
>
>
>
> Getting timely support first starts with classification of the ticket.
> I’ve included a link below with the breakdown of targeted response times
> for Enterprise Support. These are the response times the support team will
> target when you submit a case. For Urgent and Critical cases, the times are
> 1 hour and 15 minutes, especially. I recommend reserving these for times
> when you have production or mission-critical systems down. In addition, if
> you submit a case at this severity level, I will be immediately paged. I
> recommend using these sparingly, but if you have one of the scenarios
> above, don’t hesitate to do so.
>
>
>
> For any other levels, if you need to escalate, feel free to reach out to
> me directly; that’s one of the roles your TAM is for. Thanks!
>
>
>
> *[image: cid:image001.jpg at 01D52B59.2C1253E0]*
>
> *Chris **Kozlowski*  | Sr. Technical Account Manager
>
> AWS Enterprise Support, National Security Programs
>
> kozlowck at amazon.com | m: 703.831.5110
>
>
>
>                 Thoughts on our interaction? Provide feedback here
> <https://feedback.aws.amazon.com/?ea=kozlowck&fn=Chris&ln=Kozlowski>.
>
>
>
> *From:* Kevin O'Donnell <kodonnel at redhat.com>
> *Sent:* Tuesday, December 10, 2019 10:51 PM
> *To:* Kozlowski, Chris <kozlowck at amazon.com>
> *Cc:* Settle, Rob <settler at amazon.com>; Carta, Mike <miccarta at amazon.com>;
> platformONE at redhat.com
> *Subject:* Re: Support Assistance
>
>
>
> Hello Chris,
>
>
>
> I am not sure if you worked anything on your side or not. But we with AWS
> support were able to identify that that issue was due to a aws node and we
> were able to resolve the issue. Thank you for your support. Who should we
> contact moving forward for escalations on support tickets? I would like to
> ensure that we are following the correct path.
>
>
>
> Thanks,
>
>
> *KEVIN O'DONNELL *
>
> ARCHITECT MANAGER
>
> Red Hat Red Hat NA Public Sector Consulting <https://www.redhat.com/>
>
> kodonnell at redhat.com <kodonnell at redhat.com%20M:240-605-4654> M:
> 240-605-4654
>
> <https://red.ht/sig>
>
>
>
>
>
> On Tue, Dec 10, 2019 at 11:32 AM Kevin O'Donnell <kodonnel at redhat.com>
> wrote:
>
> levelup-factory. Yes we did get a general response back from an individual
> from Sydney. But nothing past that.
>
>
>
> Thanks,
>
>
> *KEVIN O'DONNELL *
>
> ARCHITECT MANAGER
>
> Red Hat Red Hat NA Public Sector Consulting <https://www.redhat.com/>
>
> kodonnell at redhat.com <kodonnell at redhat.com%20M:240-605-4654> M:
> 240-605-4654
>
> <https://red.ht/sig>
>
>
>
>
>
> On Tue, Dec 10, 2019 at 11:06 AM Kozlowski, Chris <kozlowck at amazon.com>
> wrote:
>
> Kevin,
>
>
>
> Can you give me the account # that you submitted the case from?
>
>
>
> When was the case submitted? Has support reached out to you?
>
>
>
> Thanks!
>
>
>
> *[image: cid:image001.jpg at 01D52B59.2C1253E0]*
>
> *Chris **Kozlowski*  | Sr. Technical Account Manager
>
> AWS Enterprise Support, National Security Programs
>
> kozlowck at amazon.com | m: 703.831.5110
>
>
>
>                 Thoughts on our interaction? Provide feedback here
> <https://feedback.aws.amazon.com/?ea=kozlowck&fn=Chris&ln=Kozlowski>.
>
>
>
> *From:* Kevin O'Donnell <kodonnel at redhat.com>
> *Sent:* Tuesday, December 10, 2019 10:53 AM
> *To:* Settle, Rob <settler at amazon.com>; Carta, Mike <miccarta at amazon.com>;
> Kozlowski, Chris <kozlowck at amazon.com>; platformONE at redhat.com
> *Subject:* Support Assistance
>
>
>
> Hello Team.
>
>
>
> We are having some performance issues on one of our EC2 instances. We
> created a case and would like some assistance in case resolution. Please
> let us know who can assist us.
>
>
>
> https://console.amazonaws-us-gov.com/support/cases?#/6655545661/en
>
>
>
> Thanks,
>
>
> *KEVIN O'DONNELL *
>
> ARCHITECT MANAGER
>
> Red Hat Red Hat NA Public Sector Consulting <https://www.redhat.com/>
>
> kodonnell at redhat.com <kodonnell at redhat.com%20M:240-605-4654> M:
> 240-605-4654
>
> <https://red.ht/sig>
>
>
>
>
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