Podcast
Questions and Answers
What information should always be paired with RequestIDs when collecting logs from the customer?
What information should always be paired with RequestIDs when collecting logs from the customer?
In the event of failure to identify, isolate, or mitigate an issue, what is the next recommended action according to the text?
In the event of failure to identify, isolate, or mitigate an issue, what is the next recommended action according to the text?
What is emphasized as important when checking X-Ray traces?
What is emphasized as important when checking X-Ray traces?
Before cutting a ticket to Lambda Support Ops, what should be attempted if due diligence fails to resolve the issue?
Before cutting a ticket to Lambda Support Ops, what should be attempted if due diligence fails to resolve the issue?
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What is the minimum and required information needed for performing a log dive in a Lambda Front End (FE) log?
What is the minimum and required information needed for performing a log dive in a Lambda Front End (FE) log?
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What type of issues do FE logs typically not help with diagnosing?
What type of issues do FE logs typically not help with diagnosing?
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What is out of scope for Support Ops/Service Team?
What is out of scope for Support Ops/Service Team?
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What should be the appropriate severity for immediate production pain?
What should be the appropriate severity for immediate production pain?
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What information is strongly recommended to include when reporting an issue?
What information is strongly recommended to include when reporting an issue?
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What type of logs do not provide any information on what happened in the function code?
What type of logs do not provide any information on what happened in the function code?
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What is the first step for all requests related to Lambda Support Operations Team?
What is the first step for all requests related to Lambda Support Operations Team?
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Which team should tickets be moved to for actual issues with the Lambda service or high severity issues?
Which team should tickets be moved to for actual issues with the Lambda service or high severity issues?
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What capability does the Service Team have in relation to network issues?
What capability does the Service Team have in relation to network issues?
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What type of ticket severity is appropriate for time-sensitive issues needing prompt attention but can wait until business hours?
What type of ticket severity is appropriate for time-sensitive issues needing prompt attention but can wait until business hours?
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What does 'PFR' stand for in relation to Enterprise Customers?
What does 'PFR' stand for in relation to Enterprise Customers?
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What must be filled out with all the requested details for all requests related to Lambda Support Operations Team?
What must be filled out with all the requested details for all requests related to Lambda Support Operations Team?
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Study Notes
Collecting Logs from Customers
- When collecting logs from customers, the RequestID should always be paired with the following information:
Issue Identification and Mitigation
- In the event of failure to identify, isolate, or mitigate an issue, the next recommended action is to escalate the issue.
Checking X-Ray Traces
- When checking X-Ray traces, it is important to pay attention to the entire distributed trace, including downstream calls and errors.
Lambda Support Ops Tickets
- Before cutting a ticket to Lambda Support Ops, all due diligence should be attempted to resolve the issue first.
- The minimum and required information needed for performing a log dive in a Lambda Front End (FE) log includes the RequestID and relevant logs.
FE Logs
- FE logs typically do not help with diagnosing issues related to function code or backend services.
Support Ops/Service Team Scope
- Out of scope for Support Ops/Service Team are issues related to network connectivity and device-level issues.
- The Service Team has the capability to assist with network issues up to the AWS edge.
Issue Reporting
- When reporting an issue, it is strongly recommended to include the RequestID, relevant logs, and detailed steps to reproduce the issue.
Log Types
- Cold Start logs do not provide any information on what happened in the function code.
Lambda Support Operations Team
- The first step for all requests related to Lambda Support Operations Team is to provide the required information, including the RequestID and relevant logs.
- Tickets should be moved to the Lambda Service Team for actual issues with the Lambda service or high severity issues.
Ticket Severity
- A severity of High is appropriate for immediate production pain, while a severity of Urgent is suitable for time-sensitive issues needing prompt attention but can wait until business hours.
Enterprise Customers
- 'PFR' stands for 'Partner-Facing Representative' in relation to Enterprise Customers.
Request Requirements
- The request form must be filled out with all the requested details for all requests related to Lambda Support Operations Team.
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Description
This quiz covers the necessary steps to take when escalating AWS Lambda issues to SupportOps, including collecting relevant logs, identifying issue start time, end time, and frequency, checking for setup changes, and verifying with CloudTrail and X-Ray traces.
