What is AWS Incident Detection and Response?
AWS Incident Detection and Response offers eligible AWS Enterprise Support customers proactive incident engagement to reduce the potential for failure and accelerate recovery of critical workloads from disruption. The service helps you collaborate with AWS to develop custom runbooks and response plans for each onboarded workload.
A workload here is a collection of resources and code that together deliver business value, such as a payment portal or a CRM system, hosted in one or multiple AWS accounts. AWS works with you to define appropriate metrics and alarm thresholds that only trigger when there is significant impact to performance or customer experience, and engages your specified resolvers, who collaborate with the incident management team.
Core Features
- Improved observability: AWS experts help define and correlate metrics and alarms between the application and infrastructure layers
- 5-minute response time: Incident Management Engineers (IMEs) proactively engage within 5 minutes of an alarm or a submitted critical case
- Faster resolution: IMEs use predefined and custom runbooks, open a Support case on your behalf, and manage the incident with single-threaded ownership
- Post-incident review: Upon request, you receive a review after resolution; AWS experts help apply lessons learned to your response plan and runbooks
- Complemented by AWS Resilience Hub: Continuous resiliency tracking of your workloads as an additional option
Typical Use Cases
Proactive monitoring of business-critical applications: Organizations whose applications cause immediate business impact when they fail have AWS Incident Management Engineers monitor their workloads instead of relying solely on internal on-call processes.
Fast response to disruptions across multiple accounts: For workloads spread across multiple AWS accounts as microservices, the service helps with prepared runbooks and a single owner for the entire incident.
Continuous resilience improvement: After every incident, lessons learned feed into revised alarms and runbooks, complemented by ongoing resiliency tracking through AWS Resilience Hub.
Benefits
- Significantly faster response time through proactive engagement within 5 minutes
- Custom-built runbooks instead of generic support processes
- Single-threaded ownership by an Incident Management Engineer through to resolution
- Structured post-incident reviews for continuous improvement
- Available in multiple European AWS Regions
Integration with innFactory
As an AWS Reseller, innFactory supports you in adopting AWS Incident Detection and Response: assessing whether your Enterprise Support agreement covers the service, prioritizing suitable workloads for onboarding, and preparing metrics and alarms together with your teams.
Typical Use Cases
Technical Specifications
Frequently Asked Questions
What is AWS Incident Detection and Response?
Per the official product page, AWS Incident Detection and Response offers eligible AWS Enterprise Support customers proactive incident engagement to reduce the potential for failure and accelerate recovery of critical workloads from disruption. The service helps you collaborate with AWS to develop custom runbooks and response plans for each onboarded workload.
What AWS Support prerequisite applies to Incident Detection and Response?
Per the documentation, the service is available exclusively to eligible AWS Enterprise Support customers ('eligible AWS Enterprise Support customers'). Contact your AWS representative or AWS Support for eligibility and onboarding details.
How fast does AWS respond to an alarm?
Per the official product description, Incident Management Engineers proactively engage you within 5 minutes of an alarm from your workloads, or in response to a critical case you submit. They stay engaged until the incident is resolved.
In which regions and languages is the service available?
Per the documentation, AWS Incident Detection and Response is available in English, Japanese, Mandarin, and Korean for Enterprise Support accounts in a wide range of AWS Regions, including several regions in Europe such as Frankfurt, Ireland, London, Paris, Stockholm, Zurich, Milan, and Spain.
Note: All product information on this page has been compiled with care, but is provided without guarantee and may be outdated or incomplete. Cloud services evolve rapidly — features, pricing, SLAs, and availability change frequently. Authoritative and up-to-date information can only be found on the official product page of AWS (official documentation). This page does not represent an offer by AWS.