VMware has implemented an organizational structure to support the health of the VMware Cloud on AWS service 24/7 365 days of the year. The service is supported by Global Support Services (GSS), Service Reliability Engineer (SRE), Security Operations, Incident Managers and Service Owners. GSS is the customer's point of contact for questions and issues. The Service Response teams are focused on detecting and remediating service issues to maintain SLA's. More information on how to reach GSS is available in the page What to Expect from Support.