# AWS deployment and support guide

> The installation timeline, what to include when contacting support, and the standard support response and resolution targets.

Reference · Platform Installation › AWS deployment reference · Last updated 17 September 2026

URL: https://personalisationhub.com/support-centre/platform-installation/aws-deployment-and-support-guide/

This page sets out the installation timeline, what to include when you contact support, and the standard support response targets for a Personalisation Hub deployment.

## Installation timeline

End to end, installation takes about 1.2 hours, most of it unattended.

| Stage | Duration | Article |
| --- | --- | --- |
| Stack creation | About 4 minutes | [Step 1 — Deploy the platform through AWS Marketplace](https://personalisationhub.com/support-centre/platform-installation/step-1-deploy-the-platform-through-aws-marketplace/) |
| Platform credentials (Master Admin account) | About 2 minutes | [Step 2 — Run the Installation Wizard](https://personalisationhub.com/support-centre/platform-installation/step-2-run-the-installation-wizard/) |
| Platform installation | About 1 hour; the Master Admin receives an email when it completes | [Step 2 — Run the Installation Wizard](https://personalisationhub.com/support-centre/platform-installation/step-2-run-the-installation-wizard/) |
| DNS set-up | About 2 minutes, plus propagation | [Step 3 — Set up DNS after installation](https://personalisationhub.com/support-centre/platform-installation/step-3-set-up-dns-after-installation/) |
| Platform set-up and customisation | About 5 minutes | [Step 4 — First login and platform set-up](https://personalisationhub.com/support-centre/platform-installation/step-4-first-login-and-platform-set-up/) |

## Getting support

| Item | Description |
| --- | --- |
| Contact | Email [support@personalisationhub.com](mailto:support@personalisationhub.com) |
| Covers | Deployment errors, quota issues, configuration guidance and platform enquiries |
| Include | Your AWS Account ID; the CloudFormation Stack ID (if available); the deployment Region; a description of the issue, with steps to reproduce where possible |

## Standard support targets

Response and resolution targets depend on incident severity. The service target is the proportion of incidents met within these times.

| Severity | Example | Initial response | Diagnostic | Resolution | Service target |
| --- | --- | --- | --- | --- | --- |
| P1 (Urgent) | Platform API inaccessible | 4 business hours | 6 hours | 1 day | 90% |
| P2 (High) | Campaign or playback issues | 4 business hours | 6 hours | 3 days | 90% |
| P3 (Low) | Table loading speed | 4 business hours | 8 hours | 5 days | 90% |
| P4 (Minor) | HTML formatting | 4 business hours | 8 hours | 7 days | 90% |

## Enhanced support

Enterprise customers can agree a custom support agreement case by case. Contact [support@personalisationhub.com](mailto:support@personalisationhub.com).

## Related

- [Install Personalisation Hub from AWS Marketplace](https://personalisationhub.com/support-centre/platform-installation/install-personalisation-hub-from-aws-marketplace/)
- [AWS deployment: testing and troubleshooting](https://personalisationhub.com/support-centre/platform-installation/aws-deployment-testing-and-troubleshooting/)
- [AWS deployment: lifecycle management](https://personalisationhub.com/support-centre/platform-installation/aws-deployment-lifecycle-management/)
- [AWS deployment: prerequisites](https://personalisationhub.com/support-centre/platform-installation/aws-deployment-prerequisites/)