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Hi. There are different levels of support depending on the support plan you choose. https://aws.amazon.com/premiumsupport/plans/
Developer support gives you the option to choose System Impaired severity, that's the reason you can only choose general guidance.
You could use EC2 Rescue: https://aws.amazon.com/premiumsupport/knowledge-center/ec2rescue-windows-troubleshoot/ to figure out why you can't connect.
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