Support¶

Get help with SG 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
Additional Resources

Quick Help¶

Documentation¶

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

Common Issues¶

Configuration validation errors

Check your SG configuration YAML file in configs/ directory
Verify YAML syntax (indentation, quotes)
Ensure all required sections are present in the configuration YAML template
See CONFIGURATION.md for complete schema
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 VPC permissions: aws ec2 describe-security-groups --region us-west-2 --no-paginate
As above but with filtering on VPC: for example: aws ec2 describe-security-groups --region us-west-2 --filters Name=vpc-id,Values=vpc-03971a23bdd52d405 --no-paginate
Test CloudFormation access: aws cloudformation list-stacks --region us-west-2 --max-items 5
Generate required IAM policy: Run create-policy action and attach the generated JSON to your IAM role
See IAM_PERMISSIONS.md for complete permissions list

VPC not found

Deploy VPC first or use vpc_source: direct with a VPC ID

Scenario not found

Use action list-scenarios to see available names

Stack already exists

List stacks in region: aws cloudformation list-stacks --region us-west-2 --stack-status-filter CREATE_COMPLETE --output table
Stack names must be unique
Delete existing groups: Use delete-security-groups --force action
Or rename: Use different sg_name_override

Circular dependency

Should not occur; check custom scenario YAML for mutual tier references

Invalid port

Ports must be 1-65535; use port or port_range, not both

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 SG 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 SG 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¶

docker inspect sg-provisioner:latest | grep Created

2. Configuration File¶

Sanitize sensitive data (account IDs, VPC names) before sharing:

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

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

security_groups:
  scenario: 3-tier-web
  vpc_source: parameter-store
  vpc_parameter_store_path: REDACTED  # e.g., /vpc/your-vpc-name/VPCId
  sg_name_override: ""
  workload: ""

  overrides:
    app:
      port_overrides:
        - protocol: tcp
          old_port: 8080
          new_port: 8443
      additional_ingress:
        - protocol: tcp
          port: 9090
          source_tier: web
          description: Prometheus metrics from web tier
    db:
      additional_ingress:
        - protocol: tcp
          port: 5432
          source_tier: app
          description: Read replica connection from app tier

tags:
  cost_center: Fraud Operations
  project: Real-time Credit Card Fraud Detection System
  owner: fraud-ml-engineering-team

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/sguser/.aws:ro \
  -v $(pwd)/sg/configs:/app/configs:ro \
  -v $(pwd)/sg/reports:/app/reports \
  -v $(pwd)/sg/templates:/app/templates \
  sg-provisioner:latest \
  --config globalbank-prod-c001-us-west-2-sg.yaml \
  --action create-security-groups \
  --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-sg-stack-name \
  --max-items 20

Self-Service Resources¶

Validate Your Configuration¶

docker run --rm \
  -v ~/.aws:/home/sguser/.aws:ro \
  -v $(pwd)/sg/configs:/app/configs:ro \
  -v $(pwd)/sg/reports:/app/reports \
  sg-provisioner:latest \
  --config globalbank-prod-c001-us-west-2-sg.yaml \
  --action validate-config

Check AWS Credentials¶

# View credentials file
cat ~/.aws/credentials

# Test credentials
aws sts get-caller-identity

# Test VPC access
aws ec2 describe-security-groups --region us-west-2

Verify IAM Permissions¶

# Check current user/role
aws sts get-caller-identity

# Test VPC creation permission
aws ec2 describe-security-groups --region us-west-2

View Container Logs¶

# List recent containers
docker ps -a

# View logs
docker logs <container-id>

# Check reports directory
ls -la reports/
cat reports/*.log

Test Docker Setup¶

# Check Docker version
docker --version

# Test Docker is running
docker ps

# Test volume mounts
docker run --rm \
  -v $(pwd)/sg/configs:/app/configs \
  -v $(pwd)/sg/reports:/app/reports \
  -v $(pwd)/sg/policies:/app/policies \
  -v $(pwd)/sg/templates:/app/templates \
  --entrypoint /bin/sh \
  sg-provisioner:latest \
  -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
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 create SGs in production
License validation fails for valid subscription
Data loss or corruption

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

Security group rules not applied
Cross-tier references failing
Template generation errors
Parameter Store storage 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 SG 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¶

TROUBLESHOOTING.md - Comprehensive troubleshooting guide
IAM_PERMISSIONS.md - Required permissions
CONFIGURATION.md - Configuration reference
USER_GUIDE.md - Command reference

AWS Resources¶

AWS VPC Documentation: https://docs.aws.amazon.com/vpc/
AWS CloudFormation Documentation: https://docs.aws.amazon.com/cloudformation/
AWS IAM Documentation: https://docs.aws.amazon.com/iam/
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
Migration guides

Product Roadmap¶

Check ROADMAP.md for:

Planned features
Timeline estimates
Feature voting
Early access programs

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.

Additional Resources¶

AWS Support¶

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

AWS Marketplace¶

AWS Marketplace: https://aws.amazon.com/marketplace/
Manage Subscriptions: https://console.aws.amazon.com/marketplace/home#/subscriptions
AWS Marketplace Support: Through AWS Console

Product Documentation¶

README.md - Quick start
USER_GUIDE.md - Complete reference
CONFIGURATION.md - Configuration guide
TROUBLESHOOTING.md - Problem solving
IAM_PERMISSIONS.md - Security setup

Legal¶

Terms of Service¶

See AWS Marketplace listing for complete terms of service.

Privacy Policy¶

AWS Privacy Policy: https://aws.amazon.com/privacy/

License Agreement¶

Commercial license via AWS Marketplace subscription. See AWS Marketplace listing for license terms.

For all support inquiries, please contact AWS Marketplace Customer Support through your AWS account.