Partner-led AWS Support allows an AWS Solution Provider to provide you with front-line AWS Support. This Partner will receive and respond to your AWS Support queries and, if required, liaise with AWS on your organization’s behalf.
Utilizing an AWS Solution Provider for your AWS Support allows you to deal with a team who have a high level of familiarity with your business and account structure, as well as potentially other benefits that the Provider may offer.
For Customers
If your AWS Organization is signed up for Partner-led Support, this means that you will be required to raise AWS Support Cases via your AWS Support Partner. This is not Stax, but rather an organization with which your business has partnered to provide your AWS Support capability.
You will be unable to access the AWS Support Portal using your credentials within a Stax-managed AWS account and will instead need your AWS Support Partner to raise a case on your behalf. Your AWS Solution Provider will have provided you details on how to raise a case with them, Stax is unable to assist with this.
If you need help with Stax, you should raise a support case within Stax.
For Partners
If you are the AWS Partner-led Support Solution Provider for an organization, you will be required to raise AWS Support Cases on the organization’s behalf.
To raise a case on behalf of your customer, you will first need to make sure that your Stax User account uses your Partner email address, not a customer email domain. This will allow you to access the AWS Support console and create a Support Case on your customer’s behalf.