How do we communicate changes and advisories to customers and partners?
Customer and Partner communications regarding service updates and availability continue to follow our Customer Maintenance Communications Plan. Information is communicated to customer authorized support contact(s), both administrative and management, via SES support email and through our dedicated account management team for each customer and partner. In the event of scheduled maintenance that requires customer action in advance (e.g. scheduled downtime, directory information updates, or API updates), We will continue to communicate to you via through your authorized email contacts in advance of any maintenance initiative.
Support tickets are directed to firstname.lastname@example.org or via telephone @ 888-470-9913, Option 2. Customers receive a case and support ticket immediately which is used to track resolution of any questions or issues. Escalation processes remain the same.