Support¶

Get help with ML Provisioner.

Table of Contents¶

Quick Help
Getting Support
Before Contacting Support
Self-Service Resources
Reporting Bugs
Feature Requests
Service Level Agreement (SLA)
License Validation Issues
Updates and Announcements
Feedback
Additional Resources

Quick Help¶

Documentation¶

README — Quick start guide
User Guide — Complete command reference
Configuration Reference — YAML configuration reference
Configuration Guide — Scenario-based config selection
Troubleshooting — Common issues and solutions
IAM Permissions — Required AWS permissions

Common Issues¶

Configuration validation errors

Check your config YAML file in ml/configs/
Verify YAML syntax (indentation, quotes)
Ensure all required fields are present
See Configuration Reference for complete schema
Run validate-config to check

AWS credential errors

Check credentials file exists: ls -la ~/.aws/credentials
Check which profile is used: echo $AWS_PROFILE
Test authentication: aws sts get-caller-identity
Verify permissions (see IAM Permissions)

Permission denied

Check current identity: aws sts get-caller-identity
Test CloudFormation access: aws cloudformation list-stacks --region us-west-2 --max-items 5
Generate required IAM policy: run create-policy and attach the generated JSON to your IAM role

Template file not found at deploy time

Run create-prov-template before deploy-product
Ensure -v $(pwd)/ml/templates:/app/templates is in the Docker command

Stack already exists

Use show-changes to preview what would change
Use delete-product --force to remove and redeploy

Enterprise — VPC not found

For vpc_source: ssm — deploy VPC first or verify SSM path exists:

aws ssm get-parameter --name /vpc/your-vpc-name/VPCId --region us-west-2

For vpc_source: direct — verify the VPC ID is correct in the config file

Docker errors

Verify Docker is running: docker ps
Check volume mounts are correct
Ensure mounted directories exist on the host (ml/{configs,policies,templates,reports})
Ensure your config file exists in ml/configs/

Getting Support¶

AWS Marketplace Support¶

For issues related to:

Product subscription and licensing
Billing questions
AWS Marketplace portal issues
License validation errors

How to Contact:

Log into AWS Console
Navigate to AWS Marketplace
Go to “Manage Subscriptions”
Select ML Provisioner
Click “Get Support”

Response Time: Per AWS Marketplace SLA

Product Support¶

For issues related to:

Product functionality
Configuration questions
Bug reports
Feature requests
Technical questions

How to Contact:

Log into AWS Console
Navigate to AWS Marketplace
Go to “Manage Subscriptions”
Select ML Provisioner
Click “Contact Seller”

Support Hours: Monday–Friday, 9 AM – 5 PM Pacific Time (business days)

Response Times:

Critical issues: Within 1 business day
High priority: Within 2 business days
Medium priority: Within 3 business days
Low priority: Within 5 business days

Before Contacting Support¶

Please gather the following information:

1. Product Version¶

docker inspect ml-provisioner:starter | grep Created

2. Configuration File¶

Sanitize sensitive data before sharing:

client:
  company_name: REDACTED
  company_prefix: REDACTED
  account_id: "REDACTED"
  tenant_id: "REDACTED"

environment:
  env: prod
  region: us-west-2

ml_product:
  use_case: REDACTED
  tier: enterprise
  source_control: codecommit
  alerts_email: REDACTED
  vpc_integration:
    mode: standalone
    vpc_source: ssm
    vpc_parameter_store_path: REDACTED
    subnet_parameter_store_path: REDACTED

tags:
  cost_center: REDACTED
  project: REDACTED
  owner: REDACTED

3. Error Message¶

Copy the complete error message from console output or log files in ml/reports/.

4. Command Used¶

Provide the exact Docker command:

docker run --rm \
  -v ~/.aws:/home/mluser/.aws:ro \
  -v $(pwd)/ml/configs:/app/configs:ro \
  -v $(pwd)/ml/templates:/app/templates \
  -v $(pwd)/ml/reports:/app/reports \
  ml-provisioner:enterprise \
  -con your-config.yaml \
  -act deploy-product --force

5. AWS Region¶

Specify the AWS region where you’re deploying.

6. Expected vs Actual Behavior¶

What you expected to happen
What actually happened
Steps to reproduce

7. CloudFormation Stack Events¶

If stack creation failed:

aws cloudformation describe-stack-events \
  --stack-name your-ml-stack-name \
  --max-items 20

Self-Service Resources¶

Validate Your Configuration¶

docker run --rm \
  -v ~/.aws:/home/mluser/.aws:ro \
  -v $(pwd)/ml/configs:/app/configs:ro \
  -v $(pwd)/ml/reports:/app/reports \
  ml-provisioner:${IMAGE} \
  -con your-config.yaml \
  -act validate-config

Check AWS Credentials¶

# Test credentials
aws sts get-caller-identity

# Test CloudFormation access
aws cloudformation list-stacks --region us-west-2 --max-items 5

Check Reports¶

ls -la ml/reports/
cat ml/reports/*.log

Test Docker Setup¶

# Check Docker version
docker --version

# Test volume mounts
docker run --rm \
  -v $(pwd)/ml/configs:/app/configs \
  --entrypoint /bin/sh \
  ml-provisioner:starter \
  -c "ls -la /app/configs"

Reporting Bugs¶

When reporting bugs, include:

Steps to reproduce — Exact sequence of commands
Expected behavior — What should happen
Actual behavior — What actually happened
Error messages — Complete error output
Configuration file — Sanitized YAML
Environment details — OS, Docker version, AWS region, tier
CloudFormation events — Stack events if applicable

Contact: AWS Marketplace support channel

Feature Requests¶

We welcome feature requests. See Feedback for submission guidelines and templates.

For planned features and voting, see Roadmap.

Service Level Agreement (SLA)¶

Priority	Response Time	Resolution Target
Critical (P1)	1 business day	2 business days
High (P2)	2 business days	3 business days
Medium (P3)	3 business days	5 business days
Low (P4)	5 business days	Best effort

Priority Definitions¶

Critical (P1): Production system down, no workaround available

CloudFormation stack creation fails
Cannot deploy ML infrastructure in production
License validation fails for valid subscription

High (P2): Major feature not working, workaround available

Template generation errors
Pipeline or CodeBuild resources not created
SSM parameter storage failures
Enterprise VPC integration failures

Medium (P3): Minor feature issue, workaround available

Non-critical config validation errors
Tagging issues
Logging problems
Documentation unclear

Low (P4): Cosmetic issue, feature request, general questions

Documentation typos
Feature enhancement requests
General usage questions
Best practices guidance

License Validation Issues¶

If you see license validation errors:

1. Verify Subscription¶

Log into AWS Marketplace
Check “Manage Subscriptions”
Verify ML Provisioner is subscribed and active for the correct tier

2. Verify IAM Permissions¶

Ensure your IAM role/user has AWS Marketplace permissions:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "aws-marketplace:ViewSubscriptions",
        "aws-marketplace:Subscribe",
        "aws-marketplace:Unsubscribe"
      ],
      "Resource": "*"
    }
  ]
}

3. Contact AWS Marketplace Support¶

For subscription and licensing issues, contact AWS Marketplace Customer Support through your AWS account.

Updates and Announcements¶

Release Notes¶

Check Release Notes for version updates, new features, bug fixes, and breaking changes.

Product Roadmap¶

Check Roadmap for planned features and feature voting.

Feedback¶

Your feedback helps us improve the product. See Feedback for details on how to submit feature requests and documentation feedback.

Additional Resources¶

AWS Resources¶

AWS Marketplace: https://aws.amazon.com/marketplace/
Manage Subscriptions: https://console.aws.amazon.com/marketplace/home#/subscriptions
AWS CloudFormation Documentation: https://docs.aws.amazon.com/cloudformation/
AWS SageMaker Documentation: https://docs.aws.amazon.com/sagemaker/
AWS IAM Documentation: https://docs.aws.amazon.com/iam/
AWS re:Post: https://repost.aws/