Contacting support

BuiltForProd support is reached over email, Slack and video conferencing; the offerings note names these three channels for every Managed tier. The addresses, workspace and meeting details are given to you when your engagement starts and are not published here. For a purchase or a new engagement, BuiltForProd is reached over email or through its website, or through a private offer request on AWS Marketplace.

Channels

Channel	Use it for
Email	Anything that needs a record: a new request, a question with attachments, a change of scope
Slack	Day-to-day conversation, quick questions, and incident coordination when you hold Support SLA or Team Augmentation
Video conferencing	Working sessions, reviews and incident bridges

Open every incident in writing, even when you also start a call, so that the request has a timestamp the SLA clocks can run from.

What to include in a request

An engineer can act at once when the request carries the facts the platform already produces. Include:

1. Impact and severity. Which stage (sandbox, dev, staging, prod), what users see, since when, and the severity you believe applies.
2. Repository and change. The repository name, the pull request or the commit, and whether the change was applied by apply.yml or is still at the plan stage.
3. The workflow run. A link to the GitHub Actions run. For infrastructure runs, attach the run report artifact (run-report-plan, run-report-apply, with the stage suffix in the blueprint repositories): it lists every unit with its result and reason, which is quicker to read than the log.
4. The plan or the error. The relevant part of the plan output or the error message, as text, not a screenshot.
5. What already changed. Any console action, drift issue or manual step taken during the incident, so that the engineer knows where the environment and the code disagree; see drift.
6. Account and region. The account name (plat-prod, core-network) and region (us-west-2), never credentials.

Never send keys, tokens, private key material or decrypted secrets. Secrets live SOPS-encrypted in the secrets repository and in SSM Parameter Store; an engineer who needs one will use the access your agreement grants.

Where to look before you write

• The drift detection workflow opens an issue labeled drift when an account's plan is not empty; check the repository's issues first.
• The FAQ answers the recurring questions about tiers, channels and what support covers.
• The deployment guides, design decisions and update lifecycle delivered with the Baseline explain expected plan output for each phase and each upgrade.

Which tier you hold decides whether a response window is guaranteed; see support tiers.