AWS

FREQUENTLY ASKED QUESTIONS

The first version of WordPress was released in 2003, and as such it was not built with modern elastic and scalable cloud-based infrastructures in mind. Through the work of the WordPress community and the release of various WordPress modules, the capabilities of this CMS solution are constantly expanding. Today it is possible to build a WordPress architecture that takes advantage of many of the benefits of the AWS platform. AWS provides a reliable, scalable, secure, and highly performing infrastructure for the most demanding applications.

Most settings on your Elastic Beanstalk environment can be changed after launch. Application name, environment name, platform, and VPC assignment cannot be changed.

Elastic Beanstalk provides monitoring tools, resource management, and simple configuration options that make it easy to manage environments. You can simply upload your code and Elastic Beanstalk automatically handles the deployment, from capacity provisioning, load balancing, auto-scaling to application health monitoring. At the same time, you retain full control over the AWS resources powering your application and can access the underlying resources at any time.

AWS Basic Support offers all AWS customers access to our Resource Center, Service Health Dashboard, Product FAQs, Discussion Forums, and Support for Health Checks – at no additional charge. Customers who desire a deeper level of support can subscribe to AWS Support at the Developer, Business, or Enterprise level.

Customers who choose AWS Support gain one-on-one, fast-response support from AWS engineers. The service helps customers use AWS’s products and features. With pay-by-the-month pricing and unlimited support cases, customers are freed from long-term commitments. Customers with operational issues or technical questions can contact a team of support engineers and receive predictable response times and personalized support.

Your AWS Support covers development and production issues for AWS products and services, along with other key stack components.

  • “How to” questions about AWS service and features
  • Best practices to help you successfully integrate, deploy, and manage applications in the cloud
  • Troubleshooting API and AWS SDK issues
  • Troubleshooting operational or systemic problems with AWS resources
  • Issues with our Management Console or other AWS tools
  • Problems detected by Health Checks
  • A number of third-party applications such as OS, web servers, email, databases, and storage configuration

AWS Support does not include:

  •  Code development
  • Debugging custom software
  • Performing system administration tasks

No. Our Support offering covers the entire AWS service portfolio. As many of our customers are using multiple infrastructure web services together within the same application, we’ve designed AWS Support with this in mind. We’ve found that the majority of support issues, among users of multiple services, relate to how multiple services are being used together. Our goal is to support your application as seamlessly as possible.

The Business and Enterprise Support plans allow an unlimited number of users to open technical support cases (supported by AWS Identity and Access Management (IAM)). The Developer Support plan allows one user to open technical support cases. Customers with the Basic Support plan cannot open technical support cases.

If customers encounter issues after following our step-by-step documentation, they can provide details such as screen prints and logs through a Support case. For high-severity issues, Business-level and Enterprise-level customers can chat with or call Support to receive help in real time. In some scenarios, Support provides detailed guidance through email. If necessary, Support will use our screen-sharing tool to remotely view the customer’s screens to identify and troubleshoot problems. This tool is view-only—Support cannot act on behalf of customers within the screen-share session. Note, however, that the screen-share tool is not intended to assist with guiding customers through steps that are already documented. For security reasons, the Support team cannot join screen-share sessions hosted by other third-party tools. Developer-level customers can contact Cloud Support Engineers by email; however, screen share is not part of the support offered on their plan.

Yes, AWS Support is a global organization. Any AWS customer may sign up for and use AWS Support.

If an issue is related to your AWS account, we’ll be happy to help you. For problems with a resource provisioned under their own accounts, your customers will need to contact us directly. Due to security and privacy concerns we can only discuss specific details with the account holder of the resource in question. You many also inquire about becoming an AWS Partner, which offers different end-customer support options.

When you prepay for compute needs with Amazon Elastic Compute Cloud (Amazon EC2) Reserved Instances, Amazon Relational Database Service (Amazon RDS) Reserved Instances, Amazon Redshift Reserved Instances, or Amazon ElastiCache Reserved Cache Nodes and are enrolled in a paid AWS Support plan, the one-time (upfront) charges for the prepaid resources are included in the calculation of your AWS Support charges in the month you purchase the resources. In addition, any hourly usage charges for reserved resources are included in the calculation of your AWS Support charges each month.

If you have existing reserved resources when you sign up for a Support plan, the one-time (upfront) charges for the reserved resources, prorated over the term of the reservation, are included in the price calculation for the first month of AWS Support. For example, if you purchase a three-year reserved instance on January 1 and sign up for the Business support plan on October 1 of the same year, 75% of the upfront fee you paid in January is included in the calculation of Support costs for October.

AWS Infrastructure Event Management is a short term engagement with AWS Support, available as part of the Enterprise-level Support product offering, and available for additional purchase for Business-level Support subscribers. AWS Infrastructure Event Management will partner with your technical and project resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event. Common use case examples for AWS Event Management include advertising launches, new product launches, and infrastructure migrations to AWS.

The Service Health Dashboard is a good way to view the overall status of each AWS service, but provides little in terms of how the health of those services is impacting your resources. AWS Personal Health Dashboard provides a personalized view of the health of the specific services that are powering your workloads and applications. What’s more, Personal Health Dashboard proactively notifies you when AWS experiences any events that may affect you, helping provide quick visibility and guidance to help you minimize the impact of events in progress, and plan for any scheduled changes, such as AWS hardware maintenance.

We recommend that you use AWS Identity and Access Management (IAM), which enables you to securely control access to AWS services and resources for your users. Using IAM, you can create and manage AWS users and groups and use permissions to allow and deny access to AWS resources. IAM enables security best practices by allowing you to grant unique security credentials to users and groups to specify which AWS service APIs and resources they can access.

IAM access can be revoked if a user leaves the company or project, helping to ensure that root credentials are not exposed or compromised. For security and team functionality, IAM users are essential to using the full potential of your AWS account. For more information on IAM and controlling access to your billing information, see AWS Identity and Access Management (IAM) and Controlling Access to Your Billing Information.

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