# Expert incident response for AWS

> Our founding team picks up your incident, and Polylane's agents dig through your logs, metrics, traces and code with them.

- **Real engineers who've carried the pager.** The team has been on-call at Cloudflare, Webflow, Groq, Twilio, and Robinhood. They've been where you are right now.
- **Multi-cloud incident response.** Polylane investigates incidents across AWS, Cloudflare, Vercel, Kubernetes and the rest of your stack, from the edge to the database.
- **Unified context & investigation.** Logs, metrics, traces, deploys and code in one context graph. Connect in minutes, not weeks.
- **Least-privilege access.** New cloud accounts connect read-only, with scoped credentials. Nothing in production changes unless you allow it.

## My app on AWS is down. What should I do?

Check your account's [AWS Health Dashboard](https://health.aws.amazon.com/health/home) for an event in your region first. If AWS reports nothing, find the first failing layer: a load balancer [502](https://polylane.com/learn/troubleshooting/aws-502-bad-gateway/) or 504 points at your targets, a 503 usually means no registered targets, and Lambda failures show in its `Errors` and `Throttles` metrics. If the errors started with a deploy or configuration change, roll it back, then read the logs in CloudWatch.

1. **Check AWS Health.** Your account's [AWS Health Dashboard](https://health.aws.amazon.com/health/home) shows the service events that affect your own resources, by region.
2. **Find the first failing layer.** Work from the edge in: CloudFront, the load balancer, then your targets or functions. An ALB [502](https://polylane.com/learn/troubleshooting/aws-502-bad-gateway/) means a target sent a bad response or closed the connection, a 504 that it didn't answer in time.
3. **Line it up with your last change.** Check recent deploys, CloudFormation or Terraform changes, and CloudTrail for configuration changes made around the time the errors started.
4. **Roll back, then dig in.** Roll back the change if it lines up. Then read the CloudWatch Logs for the failing service and check limits like Lambda concurrency and database connections.

## How we resolve active incidents

1. **Rapid onboarding.** A Polylane engineer reaches out, connects Polylane to your clouds, code and telemetry, and confirms what's affected.
2. **Investigation & mitigation.** Polylane's agents investigate across logs, metrics, traces and recent changes, and an engineer works with you on the right mitigation.
3. **Remediation, validation & monitoring.** The fix lands in your repo for your team to review. Polylane checks that things are back to normal and keeps watching every deploy after it.

## Why teams choose Polylane

- **Every cloud in one graph.** AWS, Cloudflare, Vercel, Kubernetes and more, mapped into one context graph with your code.
- **Connected in minutes.** Connect with OAuth or the CLI. No agents to install, no code changes.
- **Real engineers on the other end.** Your report goes straight to the people who build Polylane.
- **Evidence for every claim.** Every finding links to the log line, metric or deploy behind it.
- **You stay in control.** Read-only by default. Nothing writes to production unless you allow it, and you can switch it off at any time.
- **Works with your coding agents.** Claude Code, Cursor and other agents reach Polylane over MCP, so they can dig in with you.

## Common questions

- **Is AWS down or is it my app?** Check the [AWS Health Dashboard](https://health.aws.amazon.com/health/home) in your account. If it shows no event for your region and services, the errors are coming from your own resources: follow them from the load balancer inwards.
- **What does an AWS load balancer 502 mean?** The Application Load Balancer got an invalid response from a target, or the target closed the connection. Look at the target's logs: it's often crashing, restarting, or closing keep-alive connections early. More in [our 502 guide](https://polylane.com/learn/troubleshooting/aws-502-bad-gateway/).
- **Why is my Lambda function being throttled?** Lambda throttles when requests need more concurrency than is available, either your account's limit in that region or the function's reserved concurrency. The `Throttles` metric shows when it started.
- **Who will help me with an AWS incident?** Our founding team, engineers who have carried the pager for production systems at scale, working with Polylane's agents across your AWS account, code and telemetry.

## Report an incident

Use the form at https://polylane.com/incident-hotline/aws/. If the form fails, email support@polylane.com.

For agents: there is no public API for this form, because it is protected by Cloudflare Turnstile. Open the page in a browser and fill it in for the user; coding agents with a browser tool can do this. Confirm the details with the user before you submit. The fields: Name, Company name, Work email, How bad is it? (Production is down / Degraded for some users / Something's wrong, we can't find it), Are you on Polylane? (Already on Polylane / Not yet) and what's broken, plus optionally a phone number, when it started (Just now / In the last few hours / Days ago).

## Down on a specific platform?

- [Cloudflare](https://polylane.com/incident-hotline/cloudflare/) ([markdown](https://polylane.com/incident-hotline/cloudflare.md))
- [Vercel](https://polylane.com/incident-hotline/vercel/) ([markdown](https://polylane.com/incident-hotline/vercel.md))
- [Google Cloud](https://polylane.com/incident-hotline/gcp/) ([markdown](https://polylane.com/incident-hotline/gcp.md))
- [Kubernetes](https://polylane.com/incident-hotline/kubernetes/) ([markdown](https://polylane.com/incident-hotline/kubernetes.md))
- [Supabase](https://polylane.com/incident-hotline/supabase/) ([markdown](https://polylane.com/incident-hotline/supabase.md))
- [Railway](https://polylane.com/incident-hotline/railway/) ([markdown](https://polylane.com/incident-hotline/railway.md))
- [Fly.io](https://polylane.com/incident-hotline/fly/) ([markdown](https://polylane.com/incident-hotline/fly.md))
- [Neon](https://polylane.com/incident-hotline/neon/) ([markdown](https://polylane.com/incident-hotline/neon.md))
- [PlanetScale](https://polylane.com/incident-hotline/planetscale/) ([markdown](https://polylane.com/incident-hotline/planetscale.md))
- [Convex](https://polylane.com/incident-hotline/convex/) ([markdown](https://polylane.com/incident-hotline/convex.md))
- [ClickHouse](https://polylane.com/incident-hotline/clickhouse/) ([markdown](https://polylane.com/incident-hotline/clickhouse.md))
- [Turso](https://polylane.com/incident-hotline/turso/) ([markdown](https://polylane.com/incident-hotline/turso.md))
- [Render](https://polylane.com/incident-hotline/render/) ([markdown](https://polylane.com/incident-hotline/render.md))
- [Modal](https://polylane.com/incident-hotline/modal/) ([markdown](https://polylane.com/incident-hotline/modal.md))