Support¶

Get help with SEC 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
Troubleshooting Resources
Updates and Announcements
Feedback

Quick Help¶

Documentation¶

README - Quick start guide
User Guide - Complete command reference
Tier Comparison - Feature comparison across tiers
Policy Guide - Complete policy reference
IAM Permissions - Required AWS permissions

Common Issues¶

Configuration validation errors

Check your configuration YAML file in configs/ directory
Verify YAML syntax (indentation, quotes)
Ensure all required sections present (tier, client, environment, deployment, security, tags)
Ensure security_profile matches your tier (e.g., medium-10 for medium tier image)
Run validate-config action to check

AWS credential errors

Check credentials file exists: ls -la ~/.aws/credentials
Check which profile is used: echo $AWS_PROFILE (if empty, uses [default])
Test authentication: aws sts get-caller-identity
Verify permissions (see IAM_PERMISSIONS.md)

Permission denied

Check current identity: aws sts get-caller-identity
Test IAM access: aws iam list-groups --max-items 5
Test CloudFormation access: aws cloudformation list-stacks --region us-west-1 --max-items 5
Generate required IAM policy: Run export-iam-policy action
See IAM_PERMISSIONS.md for complete permissions list

Tier mismatch error

Config security_profile must match the image tier
sec-provisioner:startup-5 requires security_profile: startup-5
sec-provisioner:medium-10 requires security_profile: medium-10
sec-provisioner:enterprise-12 requires security_profile: enterprise-12

S3 bucket not found (medium/enterprise)

Medium and enterprise tiers upload templates to S3
The S3 bucket in deployment.template_bucket must exist before deploying
Create the bucket using the S3 Provisioner first

Stack already exists

List stacks in region: aws cloudformation list-stacks --region us-west-1 --stack-status-filter CREATE_COMPLETE --output table
Delete existing: Use delete-stack --force action

Docker errors

Verify Docker is running: docker ps
Check volume mounts are correct
Ensure files exist in mounted directories

Getting Support¶

AWS Marketplace Support¶

For issues related to:

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

Contact: AWS Marketplace Customer Support through your AWS account

How to Contact:

Log into AWS Console
Navigate to AWS Marketplace
Go to “Manage Subscriptions”
Select SEC 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

Contact:

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

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

Response Time:

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 and Tier¶

docker images sec-provisioner

2. Configuration File¶

Sanitize sensitive data (account IDs) before sharing:

tier:
  name: medium
  security_profile: medium-10

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

environment:
  env: prod
  region: us-west-1

deployment:
  template_bucket: REDACTED
  template_prefix: solutions/master-solution/templates

3. Error Message¶

Copy the complete error message from console output or log files.

4. Command Used¶

Provide the exact Docker command:

docker run --rm \
  -v ~/.aws:/home/secuser/.aws:ro \
  -v $(pwd)/sec/configs:/app/configs:ro \
  -v $(pwd)/sec/reports:/app/reports \
  sec-provisioner:medium-10 \
  --config edge-prod-b001-us-west-1-sec.yaml \
  --action deploy \
  --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-sec-stack-name \
  --max-items 20

Self-Service Resources¶

Validate Your Configuration¶

docker run --rm \
  -v ~/.aws:/home/secuser/.aws:ro \
  -v $(pwd)/sec/configs:/app/configs:ro \
  -v $(pwd)/sec/reports:/app/reports \
  sec-provisioner:medium-10 \
  --config edge-prod-b001-us-west-1-sec.yaml \
  --action validate-config

Check AWS Credentials¶

# Test credentials
aws sts get-caller-identity

# Test IAM access
aws iam list-groups --max-items 5

# Test CloudFormation access
aws cloudformation list-stacks --region us-west-1 --max-items 5

View Reports and Logs¶

# Check reports directory
ls -lt sec/reports/ | head -10

# View most recent log
cat sec/reports/*.log | tail -50

Test Docker Setup¶

# Check Docker version
docker --version

# Test Docker is running
docker ps

# Test volume mounts
docker run --rm \
  -v $(pwd)/sec/configs:/app/configs \
  --entrypoint /bin/sh \
  sec-provisioner:medium-10 \
  -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 our Feedback page for submission guidelines and templates.

For planned features and voting, see Roadmap.

Service Level Agreement (SLA)¶

Response Times¶

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 IAM infrastructure in production
License validation fails for valid subscription
IAM resources deleted unexpectedly

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

Template generation errors
Export actions fail
Drift detection errors
Cross-account role configuration issues

Medium (P3): Minor feature issue, workaround available

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

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 SEC Provisioner is subscribed and active
Check subscription status (active, expired, cancelled)

2. Verify IAM Permissions¶

Ensure 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.

Troubleshooting Resources¶

Documentation¶

User Guide - Command reference and workflows
IAM Permissions - Required permissions
Policy Guide - Policy reference
Tier Comparison - Tier features

AWS Resources¶

AWS IAM Documentation: https://docs.aws.amazon.com/iam/
AWS CloudFormation Documentation: https://docs.aws.amazon.com/cloudformation/
AWS Marketplace Documentation: https://docs.aws.amazon.com/marketplace/

Community¶

AWS re:Post: https://repost.aws/
AWS Support Center: https://console.aws.amazon.com/support/

Updates and Announcements¶

Release Notes¶

Check RELEASE_NOTES.md for:

Version updates
New features
Bug fixes
Breaking changes

AWS Marketplace¶

Check AWS Marketplace product listing for:

Latest version availability
Subscription status
Pricing updates
Product announcements

Feedback¶

Your feedback helps us improve the product. We accept feature requests and documentation feedback.

See Feedback for details on how to submit.