Proactive maintenance

Question

Hi, after having in incident in a production environment, my customer is trying to understand in which services are subject to proactive maintenance by AWS, and how this will affect them.

In his words:
>"Is there any official AWS documents that describes the approach to AWS making changes & maintenance to the environments, like the VPN proactive maintenance and how and what is communicated to customers.

I have basically said...

>If it is a change/maintenance that will have service impact (e.g. on a storage gateway or an RDS instance etc) we receive advanced warning on the change and timing.   
If it is seen to be non service impacting (i.e change on resilient infrastructure e.g. VPG) this is carried out without notification to customer."

The incident was related to upscaling a VPN gateway which was not notified to the customer, that is why the customer is now concerned on which maintenance events are notified and which are not, and what services are more likely to undergo a maintenance.

Thanks

Accepted Answer

Maintenance alerts are sent via PHD and email to the customers. Email notices are sent to the contacts listed under the root account and often missed by customers due to the fact that the account email is tied to one team whereas the notice may be related to a service used by another team. Most common are the VPN/DX maintenance alerts in my experience. PHD [Health Tools][1] can used to add some automation in such cases as it allow Chime/Slack integration among other and could be helpful

[1]: https://github.com/aws/aws-health-tools

Proactive maintenance

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