What are two Incident management services included in the VMware Cloud on AWS service management...

Incident and Problem Management: VMware will provide incident and problem management services (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to availability of the Service Offering. VMware is responsible for incident and problem management (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to all virtual machines that you have deployed in your SDDC.

https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmw-cloud-aws-service-description.pdf