Managed / Unmanaged Instances

When viewing your AWS Connect instances, you will see a bubble next to the name of the instance indicating if the instance is managed by our Enhanced Care (EC) support services.

For more information about Enhanced Care click here

The states are:

• Managed

  Managed instances are covered under Enhanced Care (EC). You can submit support tickets regarding the instance and our AWS Connect experts will help you with any issues or questions you have.

• Unmanaged

  Unmanaged instances are not covered under Enhanced Care (EC). You will not be able to submit support tickets related to issues with unmanaged AWS Connect Instances. However you can still utilize the other features of Morse Code, such as the Insights dashboard.

• Pending

  Instances enter the "pending" status when you request to enroll an instance in Enhanced Care, and we are still in the process of reviewing. One of our agents will reach out to you to discuss the request.

How to Manage / Unmanage an Instance

Morse Code makes it easy to request any AWS Connect instance that you have added to the portal be enrolled in Enhanced Care (EC).

At the main menu, simply click the "Manage" button on the right hand side of your instance

Once you confirm that you want an instance to be managed, it will enter the "pending" state. It will look something like this:

Once the request has been approved, the instance will change to the "managed" state to indicate that it is now covered under Enhanced Care (EC).

To unmanage an instance, simply follow the same process for an already managed instance.

You can easily manage your instances by toggling between the "Managed" and "Unmanaged" statuses. This gives you control over which instances are covered under our Enhanced Care (EC) support. There are three statuses under which an instance can be placed: Managed, Unmanaged, and Pending.

Managed

The "Managed" status indicates that your instance is currently covered under EC management.

Unmanaged

An instance that is "Unmanaged" is one that exists within the AWS account but is currently unmanaged by EC.

Pending

The "Pending" status means there has been a request submitted for the instance to be managed by EC, and the request is pending Morse approval.

Requesting to Enroll an Instance in Enhanced Care (EC) Management

If you have an "Unmanaged" instance that you would like to be managed under EC, you can submit a request for enrollment. The following steps will outline this process.

1. Select the MANAGE button which is located to the right of the instance name.

1. Next, you will see a window open with a message confirming that you would like to enroll the instance under EC. Click on the "Enroll" button to request Morse approval for enrollment.

1. Once submitted, the request will be reviewed by a member of Morse’s sales team. The sales team will either approve the request or reach out to you to discuss the request.