<div dir="ltr">Hello Chris, <div><br></div><div>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? </div><div><br></div><div>The support engineer asked if you would reach out to him. </div><div><br></div><div><a href="https://console.amazonaws-us-gov.com/support/cases?#/6655545661/en">https://console.amazonaws-us-gov.com/support/cases?#/6655545661/en</a><br></div><div><br></div><div><br></div><div>Thanks, </div><div><br clear="all"><div><div dir="ltr" class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><p style="color:rgb(0,0,0);font-family:RedHatText,sans-serif;font-weight:bold;margin:0px;padding:0px;font-size:14px;text-transform:capitalize"><span>KEVIN</span> <span>O'DONNELL </span></p><p style="color:rgb(0,0,0);font-family:RedHatText,sans-serif;font-size:12px;margin:0px;text-transform:capitalize"><span>ARCHITECT MANAGER</span></p><p style="color:rgb(0,0,0);font-family:RedHatText,sans-serif;margin:0px 0px 4px;font-size:12px"><a href="https://www.redhat.com/" style="color:rgb(0,136,206);margin:0px" target="_blank">Red Hat <span>Red Hat NA Public Sector Consulting</span></a></p><div style="color:rgb(0,0,0);font-family:RedHatText,sans-serif;font-size:medium;margin-bottom:4px"></div><p style="color:rgb(0,0,0);font-family:RedHatText,sans-serif;margin:0px;font-size:12px"><span style="margin:0px;padding:0px"><a href="mailto:kodonnell@redhat.com%20M:240-605-4654" style="color:rgb(0,0,0);margin:0px" target="_blank">kodonnell@redhat.com</a> M: 240-605-4654</span></p><div style="color:rgb(0,0,0);font-family:RedHatText,sans-serif;font-size:medium;margin-top:12px"><table border="0"><tbody><tr><td width="100px"><a href="https://red.ht/sig" target="_blank"><img src="https://static.redhat.com/libs/redhat/brand-assets/latest/corp/logo.png" width="90" height="auto"></a></td></tr></tbody></table></div><table border="0"><tbody><tr><td width="100px"></td></tr></tbody></table> </div></div></div></div></div></div></div></div></div></div></div><br></div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Wed, Dec 11, 2019 at 11:14 AM Kozlowski, Chris <<a href="mailto:kozlowck@amazon.com">kozlowck@amazon.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"> <div lang="EN-US"> <div class="gmail-m_5137420943830086392WordSection1"> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Kevin,<u></u><u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">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!<u></u><u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">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.<u></u><u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">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!<u></u><u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p> <table border="0" cellspacing="0" cellpadding="0" style="border-collapse:collapse"> <tbody> <tr> <td width="144" style="width:108.3pt;border-top:none;border-bottom:none;border-left:none;border-right:1pt solid windowtext;padding:0in 5.4pt"> <p class="MsoNormal" align="right" style="text-align:right;line-height:115%"><b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:rgb(255,153,0)"><img width="129" height="40" style="width: 1.3437in; height: 0.4166in;" id="gmail-m_5137420943830086392Picture_x0020_1" src="cid:16ef6c33fc74ce8e91" alt="cid:image001.jpg@01D52B59.2C1253E0"></span></b><b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:rgb(255,153,0)"><u></u><u></u></span></b></p> </td> <td width="288" style="width:3in;padding:0in 5.4pt"> <p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:rgb(255,153,0)">Chris </span></b><b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:black">Kozlowski</span></b><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:black"> </span><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(48,57,66)">| Sr. Technical Account Manager<b><u></u><u></u></b></span></p> <p class="MsoNormal" style="line-height:115%"><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(48,57,66)">AWS Enterprise Support, National Security Programs<u></u><u></u></span></p> <p class="MsoNormal" style="line-height:115%"><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><a href="mailto:kozlowck@amazon.com" target="_blank"><span style="color:rgb(5,99,193)">kozlowck@amazon.com</span></a></span><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(48,57,66)"> | m: 703.831.5110</span><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u><u></u></span></p> </td> </tr> </tbody> </table> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p> <p class="MsoNormal"><span style="font-size:9pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> Thoughts on our interaction? Provide feedback <a href="https://feedback.aws.amazon.com/?ea=kozlowck&fn=Chris&ln=Kozlowski" target="_blank"><span style="color:rgb(5,99,193)">here</span></a>.<u></u><u></u></span></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p> <p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif"> Kevin O'Donnell <<a href="mailto:kodonnel@redhat.com" target="_blank">kodonnel@redhat.com</a>> <br> <b>Sent:</b> Tuesday, December 10, 2019 10:51 PM<br> <b>To:</b> Kozlowski, Chris <<a href="mailto:kozlowck@amazon.com" target="_blank">kozlowck@amazon.com</a>><br> <b>Cc:</b> Settle, Rob <<a href="mailto:settler@amazon.com" target="_blank">settler@amazon.com</a>>; Carta, Mike <<a href="mailto:miccarta@amazon.com" target="_blank">miccarta@amazon.com</a>>; <a href="mailto:platformONE@redhat.com" target="_blank">platformONE@redhat.com</a><br> <b>Subject:</b> Re: Support Assistance<u></u><u></u></span></p> <p class="MsoNormal"><u></u> <u></u></p> <div> <p class="MsoNormal">Hello Chris, <u></u><u></u></p> <div> <p class="MsoNormal"><u></u> <u></u></p> </div> <div> <p class="MsoNormal">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. <u></u><u></u></p> </div> <div> <p class="MsoNormal"><u></u> <u></u></p> </div> <div> <p class="MsoNormal">Thanks, <u></u><u></u></p> </div> <div> <p class="MsoNormal"><br clear="all"> <u></u><u></u></p> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <p style="margin:0in 0in 0.0001pt"><b><span style="font-size:10.5pt;font-family:Arial,sans-serif;color:black">KEVIN O'DONNELL <u></u><u></u></span></b></p> <p style="margin:0in 0in 0.0001pt;text-transform:capitalize"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black">ARCHITECT MANAGER<u></u><u></u></span></p> <p style="margin:0in 0in 0.0001pt"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black"><a href="https://www.redhat.com/" target="_blank"><span style="color:rgb(0,136,206)">Red Hat Red Hat NA Public Sector Consulting</span></a><u></u><u></u></span></p> <p style="margin:0in 0in 0.0001pt"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black"><a href="mailto:kodonnell@redhat.com%20M:240-605-4654" target="_blank"><span style="color:black">kodonnell@redhat.com</span></a> M: 240-605-4654<u></u><u></u></span></p> <div style="margin-top:9pt"> <table border="0" cellpadding="0"> <tbody> <tr> <td style="padding:0.75pt"> <p class="MsoNormal"><a href="https://red.ht/sig" target="_blank"><span style="text-decoration:none"><img border="0" width="90" style="width: 0.9375in;" id="gmail-m_5137420943830086392_x0000_i1025" src="https://static.redhat.com/libs/redhat/brand-assets/latest/corp/logo.png"></span></a><u></u><u></u></p> </td> </tr> </tbody> </table> </div> <table border="0" cellpadding="0"> <tbody> <tr> <td style="padding:0.75pt"></td> </tr> </tbody> </table> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <p class="MsoNormal"><u></u> <u></u></p> </div> </div> <p class="MsoNormal"><u></u> <u></u></p> <div> <div> <p class="MsoNormal">On Tue, Dec 10, 2019 at 11:32 AM Kevin O'Donnell <<a href="mailto:kodonnel@redhat.com" target="_blank">kodonnel@redhat.com</a>> wrote:<u></u><u></u></p> </div> <blockquote style="border-top:none;border-right:none;border-bottom:none;border-left:1pt solid rgb(204,204,204);padding:0in 0in 0in 6pt;margin-left:4.8pt;margin-right:0in"> <div> <p class="MsoNormal">levelup-factory. Yes we did get a general response back from an individual from Sydney. But nothing past that. <u></u><u></u></p> <div> <p class="MsoNormal"><u></u> <u></u></p> </div> <div> <p class="MsoNormal">Thanks, <u></u><u></u></p> </div> <div> <p class="MsoNormal"><br clear="all"> <u></u><u></u></p> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <p style="margin:0in 0in 0.0001pt;text-transform:capitalize"><b><span style="font-size:10.5pt;font-family:Arial,sans-serif;color:black">KEVIN O'DONNELL <u></u><u></u></span></b></p> <p style="margin:0in 0in 0.0001pt;text-transform:capitalize"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black">ARCHITECT MANAGER<u></u><u></u></span></p> <p style="margin:0in 0in 0.0001pt"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black"><a href="https://www.redhat.com/" target="_blank"><span style="color:rgb(0,136,206)">Red Hat Red Hat NA Public Sector Consulting</span></a><u></u><u></u></span></p> <p style="margin:0in 0in 0.0001pt"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black"><a href="mailto:kodonnell@redhat.com%20M:240-605-4654" target="_blank"><span style="color:black">kodonnell@redhat.com</span></a> M: 240-605-4654<u></u><u></u></span></p> <div style="margin-top:9pt"> <table border="0" cellpadding="0"> <tbody> <tr> <td style="padding:0.75pt"> <p class="MsoNormal"><a href="https://red.ht/sig" target="_blank"><span style="text-decoration:none"><img border="0" width="90" style="width: 0.9375in;" id="gmail-m_5137420943830086392_x0000_i1026" src="https://static.redhat.com/libs/redhat/brand-assets/latest/corp/logo.png"></span></a><u></u><u></u></p> </td> </tr> </tbody> </table> </div> <table border="0" cellpadding="0"> <tbody> <tr> <td style="padding:0.75pt"></td> </tr> </tbody> </table> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <p class="MsoNormal"><u></u> <u></u></p> </div> </div> <p class="MsoNormal"><u></u> <u></u></p> <div> <div> <p class="MsoNormal">On Tue, Dec 10, 2019 at 11:06 AM Kozlowski, Chris <<a href="mailto:kozlowck@amazon.com" target="_blank">kozlowck@amazon.com</a>> wrote:<u></u><u></u></p> </div> <blockquote style="border-top:none;border-right:none;border-bottom:none;border-left:1pt solid rgb(204,204,204);padding:0in 0in 0in 6pt;margin-left:4.8pt;margin-right:0in"> <div> <div> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Kevin,</span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Can you give me the account # that you submitted the case from?</span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">When was the case submitted? Has support reached out to you?</span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Thanks!</span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p> <table border="0" cellspacing="0" cellpadding="0" style="border-collapse:collapse"> <tbody> <tr> <td width="144" style="width:108.3pt;border-top:none;border-bottom:none;border-left:none;border-right:1pt solid windowtext;padding:0in 5.4pt"> <p class="MsoNormal" align="right" style="text-align:right;line-height:115%"> <b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:rgb(255,153,0)"><img border="0" width="129" height="40" style="width: 1.3437in; height: 0.4166in;" id="gmail-m_5137420943830086392gmail-m_-1946770673945611822gmail-m_-969563495799418010Picture_x0020_1" src="cid:16ef6c33fc74ce8e91" alt="cid:image001.jpg@01D52B59.2C1253E0"></span></b><u></u><u></u></p> </td> <td width="288" style="width:3in;padding:0in 5.4pt"> <p class="MsoNormal" style="line-height:115%"> <b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:rgb(255,153,0)">Chris </span></b><b><span style="font-size:10pt;line-height:115%;font-family:Tahoma,sans-serif;color:black">Kozlowski</span></b><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:black"> </span><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(48,57,66)">| Sr. Technical Account Manager</span><u></u><u></u></p> <p class="MsoNormal" style="line-height:115%"> <span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(48,57,66)">AWS Enterprise Support, National Security Programs</span><u></u><u></u></p> <p class="MsoNormal" style="line-height:115%"> <span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><a href="mailto:kozlowck@amazon.com" target="_blank"><span style="color:rgb(5,99,193)">kozlowck@amazon.com</span></a></span><span style="font-size:9pt;line-height:115%;font-family:Calibri,sans-serif;color:rgb(48,57,66)"> | m: 703.831.5110</span><u></u><u></u></p> </td> </tr> </tbody> </table> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:9pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> Thoughts on our interaction? Provide feedback <a href="https://feedback.aws.amazon.com/?ea=kozlowck&fn=Chris&ln=Kozlowski" target="_blank"> <span style="color:rgb(5,99,193)">here</span></a>.</span><u></u><u></u></p> <p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p> <p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif"> Kevin O'Donnell <<a href="mailto:kodonnel@redhat.com" target="_blank">kodonnel@redhat.com</a>> <br> <b>Sent:</b> Tuesday, December 10, 2019 10:53 AM<br> <b>To:</b> Settle, Rob <<a href="mailto:settler@amazon.com" target="_blank">settler@amazon.com</a>>; Carta, Mike <<a href="mailto:miccarta@amazon.com" target="_blank">miccarta@amazon.com</a>>; Kozlowski, Chris <<a href="mailto:kozlowck@amazon.com" target="_blank">kozlowck@amazon.com</a>>; <a href="mailto:platformONE@redhat.com" target="_blank">platformONE@redhat.com</a><br> <b>Subject:</b> Support Assistance</span><u></u><u></u></p> <p class="MsoNormal"> <u></u><u></u></p> <div> <div> <p class="MsoNormal">Hello Team.<u></u><u></u></p> </div> <div> <p class="MsoNormal"> <u></u><u></u></p> </div> <div> <p class="MsoNormal">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. <u></u><u></u></p> </div> <div> <p class="MsoNormal"> <u></u><u></u></p> </div> <div> <p class="MsoNormal"><a href="https://console.amazonaws-us-gov.com/support/cases?#/6655545661/en" target="_blank">https://console.amazonaws-us-gov.com/support/cases?#/6655545661/en</a><u></u><u></u></p> </div> <div> <p class="MsoNormal"> <u></u><u></u></p> </div> <div> <p class="MsoNormal">Thanks, <u></u><u></u></p> </div> <p class="MsoNormal"><br clear="all"> <u></u><u></u></p> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <div> <p style="margin:0in 0in 0.0001pt"><b><span style="font-size:10.5pt;font-family:Arial,sans-serif;color:black">KEVIN O'DONNELL </span></b><u></u><u></u></p> <p style="margin:0in 0in 0.0001pt;text-transform:capitalize"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black">ARCHITECT MANAGER</span><u></u><u></u></p> <p style="margin:0in 0in 0.0001pt"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black"><a href="https://www.redhat.com/" target="_blank"><span style="color:rgb(0,136,206)">Red Hat Red Hat NA Public Sector Consulting</span></a></span><u></u><u></u></p> <p style="margin:0in 0in 0.0001pt"><span style="font-size:9pt;font-family:Arial,sans-serif;color:black"><a href="mailto:kodonnell@redhat.com%20M:240-605-4654" target="_blank"><span style="color:black">kodonnell@redhat.com</span></a> M: 240-605-4654</span><u></u><u></u></p> <div style="margin-top:9pt"> <table border="0" cellpadding="0"> <tbody> <tr> <td style="padding:0.75pt"> <p class="MsoNormal"><a href="https://red.ht/sig" target="_blank"><span style="text-decoration:none"><img border="0" width="90" style="width: 0.9375in;" id="gmail-m_5137420943830086392gmail-m_-1946770673945611822gmail-m_-969563495799418010_x005f_x0000_i1025" src="https://static.redhat.com/libs/redhat/brand-assets/latest/corp/logo.png"></span></a><u></u><u></u></p> </td> </tr> </tbody> </table> </div> <table border="0" cellpadding="0"> <tbody> <tr> <td style="padding:0.75pt"></td> </tr> </tbody> </table> <p class="MsoNormal"> <u></u><u></u></p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </blockquote> </div> </blockquote> </div> </div> </div> </blockquote></div>