AWS not responding within 72 hours on Production Access case

Question

Hi everyone, Has anyone had experience with AWS not responding within 24 hours on SES: Production Access case? Do you have suggestions on what to do in such a case? In case the AWS team sees this question, the number of my case is .XXXXXXXX Please help.

*Edit: Removed case ID — Aimee K.

Answer

Hello,

In case the AWS Support team does not provide an initial response to your request within 24 hours, depending on your support plan, you can take the following actions  :

- In case you do not have a Technical Support plan, you can initiate a call/chat with the AWS Accounts and Billing team and request assistance on this issue, as well as escalate if required.

- If you have a Business/Enterprise Technical Support plan, you can initiate a chat/call with the AWS Technical Support (Premium Support) team, or create a technical case asking for help with this issue if you have a Developer Technical Support plan. Although the Premium Support team does not handle Production Access requests, they can help you in getting your Production Access request addressed on best effort. [ https://aws.amazon.com/premiumsupport/ ]

AWS not responding within 72 hours on Production Access case

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