# Get support and troubleshooting help for CDN and MediaTailor integrations
Get CDN integration support

AWS Elemental MediaTailor CDN integration issues can be complex to diagnose and resolve. Use this guide when you need additional help with CDN and MediaTailor integration issues that you can't resolve through self-service troubleshooting.

**Before escalating, try these self-service options:**
+ Follow the troubleshooting steps in [Troubleshoot CDN integration](cdn-troubleshooting.md)
+ Analyze your logs and error codes using [CDN integration log analysis reference](cdn-log-error-reference.md)
+ Review your monitoring setup with [Set up monitoring tools](cdn-monitoring.md#cdn-monitor-tools-setup)
+ Check the [MediaTailor troubleshooting guide](https://docs.aws.amazon.com/mediatailor/latest/ug/troubleshooting.html) for service-specific issues
+ Search [AWS re:Post](https://repost.aws/) for similar issues and community solutions
+ Review [AWS Knowledge Center](https://aws.amazon.com/premiumsupport/knowledge-center/) for common integration patterns

**Topics**
+ [When to escalate to Support](#when-to-escalate)
+ [Gather information for support](#information-to-gather)
+ [Support resources](#support-resources)
+ [Support case best practices](#support-case-best-practices)

## When to escalate MediaTailor CDN issues to AWS Support
When to escalate to Support

AWS Elemental MediaTailor CDN integration issues should be escalated to AWS Support when self-service troubleshooting doesn't resolve the problem. Consider escalating to AWS Support when:

**Note:** Technical support requires a paid AWS Support plan. For support plan details and response times, see [AWS Support plans](https://aws.amazon.com/premiumsupport/plans/).
+ Issues affect production traffic or revenue
+ You've followed all troubleshooting steps without resolution
+ Error patterns suggest service-level issues
+ You need assistance with complex configuration scenarios
+ Performance issues persist despite optimization efforts

## Gather MediaTailor CDN information before contacting support
Gather information for support

AWS Elemental MediaTailor CDN integration support cases require specific configuration and diagnostic information for effective troubleshooting. Before contacting AWS Support, gather this information to help expedite resolution:

**Tip:** Having this information ready before creating your support case will significantly reduce resolution time and help support engineers understand your specific configuration.
+ **MediaTailor configuration details:**
  + Configuration name and AWS Region
  + Playback configuration ARN
  + ADS URL and integration type
+ **CDN configuration details:**
  + CDN distribution ID or configuration name
  + Cache behavior configurations for manifests and segments
  + Origin configuration and routing rules
+ **Error information:**
  + Specific error messages and HTTP status codes
  + Timestamps when issues occur
  + Sample URLs that demonstrate the problem
  + CDN and MediaTailor log entries related to the issue
+ **Testing information:**
  + Steps you've already taken to troubleshoot
  + Devices and players where the issue occurs
  + Whether the issue affects all content or specific streams
  + Frequency and pattern of the issue (intermittent, consistent, time-based)

## MediaTailor CDN integration support resources and channels
Support resources

AWS Elemental MediaTailor CDN integration support is available through multiple channels to help you resolve issues and optimize your implementation:
+ **AWS Support:** Create a support case through the AWS Management Console for technical assistance

  Access: [AWS Support Center](https://console.aws.amazon.com/support/home)
+ **AWS re:Post:** Community-driven Q&A platform for AWS-related questions and community support

  Access: [AWS re:Post](https://repost.aws/)
+ **AWS Documentation:** Comprehensive guides for MediaTailor and CDN services

  Access: [MediaTailor Documentation](https://docs.aws.amazon.com/mediatailor/) and [CloudFront Documentation](cloudfront/)
+ **AWS Training:** Courses and certifications for media services and CDN optimization

  Access: [AWS Training and Certification](https://aws.amazon.com/training/)
+ **AWS Knowledge Center:** Curated articles for common AWS issues and best practices

  Access: [AWS Knowledge Center](https://aws.amazon.com/premiumsupport/knowledge-center/)
+ **AWS Trusted Advisor:** Automated recommendations for optimization and best practices

  Access: [AWS Trusted Advisor](https://console.aws.amazon.com/trustedadvisor/home)
+ **AWS Personal Health Dashboard:** Service health and maintenance notifications

  Access: [AWS Personal Health Dashboard](https://console.aws.amazon.com/phd/home)

## MediaTailor CDN integration support case best practices
Support case best practices

AWS Elemental MediaTailor CDN integration support cases are resolved more efficiently when you follow these best practices. To get the fastest resolution:
+ Choose the appropriate severity level based on business impact
+ Provide all relevant information in your initial case submission
+ Include specific examples and reproduction steps
+ Attach relevant log files and configuration screenshots
+ Respond promptly to support engineer requests for additional information

**Additional support resources:**
+ [AWS Support case management](https://docs.aws.amazon.com/awssupport/latest/user/case-management.html) - Guide to creating and managing support cases
+ [AWS Support plans](https://aws.amazon.com/premiumsupport/plans/) - Compare support plan features and response times
+ [Prepare to support workloads](https://docs.aws.amazon.com/wellarchitected/latest/operational-excellence-pillar/prepare-to-support-workloads.html) - Well-Architected guidance for operational readiness
+ [AWS Well-Architected Framework](https://aws.amazon.com/architecture/well-architected/) - Best practices for building and operating workloads on AWS