Overview:
This document outlines the procedure for submitting an AWS Technical Support ticket through the Xvantage platform.
Aside from utilizing the description box, providing relevant details and diagnostic artifacts such as screenshots, logs, and reports when raising a case, you can help support teams better understand the issue from the start. This reduces the need for follow-up information, improves support quality, and helps accelerate issue resolution through a more seamless and efficient support experience.
Process:
Log in to Xvantage.
Hover over the left navigation menu and click Help and Support.
In the page that appears, scroll down to the Vendor Technical Support section.
Click Submit a Support Ticket under AWS Technical Support.
Fill in the following required information:
Issue Type - Choose from the drop-down menu between Account & Billing, Service Limit Increase and Technical Support.
Search End Customer
AWS Management Account ID
Click Continue.
Elaborate on your issue thoroughly, ensuring a minimum of 50 characters is used.
You can attach files by clicking on Upload and attach files button below the text field.
In the pop-up window Click to upload or drag and drop to attach a file. The system is capable of handling a maximum of 3 files, each with a limit of 10MB.
Images (JPEG, JPG, PNG, GIF)
Documents (DOC, DOCX, XLS, XLSX, CSV, TXT, PDF, HAR)
Emails (EML, MSG)
Note: HAR/ Email files must be uploaded as a ZIP file.
Click Confirm to finish uploading the file.
Click on Get Support to submit your ticket. Before you continue, a suggestion for a knowledge base article will be displayed that could assist with your issue.
Then, there will be two options:
I’m good now – click on it if you find a solution in the suggested documentation.
Still need help–open a ticket – click on it if you want to continue with the ticket creation.
You will see a ticket confirmation and a ticket ID. You have an option to click on Start chat button and you will be redirected to Xvantage Digital Assistant.