[PSA] AWS Support Case Best Practices

Overview

We have enabled Enterprise support on all of Traveloka’s AWS accounts. This level of support enables us to quickly get in touch with AWS to receive guidance or help solve problems that we encounter in AWS. To receive the best support, we have enlisted the best practices when opening an AWS support case.

Who is this announcement for?

For all Engineers, Product Managers, and Team Leads in Traveloka

What do you need to do?

If you need guidance on AWS services or encounter any issues in production or during development, open a support case to AWS by following the best practices in this Confluence post [2].

Why is this needed?

Following the best practices when opening a support case to AWS will ensure:

AWS support receives a clear description of the problem
Reduce communication back and forth between AWS support and your team
Your team will receive fast and comprehensive help from AWS support

Timeline

Jan 31, 2022: Enterprise support has been enabled on all Traveloka’s AWS accounts

Questions/Concerns?

Please contact the Cloud Infra team through #site-infra-channel and through Jira Service Desk [1].

Appendix

[1] https://29022131.atlassian.net/servicedesk/customer/portal/11
[2] AWS Support - How to open an AWS support case

@Akmalul Ihsan, on behalf of the Cloud Infra Team