University of Wisconsin KnowledgeBase : Announcing a Change in AWS Support

Announcing a Change in AWS Support

Posted: 2024-02-26 15:00:02   Expiration: 2024-04-26 15:00:02

The UW Public Cloud team worked with AWS and our reseller to improve how customers can get support, now directly with AWS.

We recently changed how campus AWS customers request technical support from AWS so that all requests now go through Amazon directly..

Prior to the change, AWS accounts that were used for biomedical research or were part of the NIH STRIDES program could interact directly with Amazon support, while other campus AWS accounts had to open support cases through an AWS reseller, DLT.

Not only did this cause a bit of confusion, we found that there were a number of common requests that required Amazon to resolve. In order to streamline the support model for everyone, we worked with Amazon to update the support model so that all campus AWS accounts with paid support can now open requests directly with Amazon using the AWS console.

We've updated our Knowledge Base document(insert link) about AWS support as well.

Please direct any questions to us at cloud-services@cio.wisc.edu, or you can choose to attend our weekly Thursday open office hours(insert link) to chat about AWS support.

Note that if your account is used for biomedical research or funded by NIH STRIDES, you have access to Enterprise support already, directly with AWS through the AWS console.

-- Public Cloud: Mike Vavrus