site hosted via our aws account is down

AWS-User-7637930, Your best bet is going to be to open a support case. Instructions can be found here: https://docs.aws.amazon.com/awssupport/latest/user/case-management.html

Hello, For Production down issues, It is highly recommended to open up a Support Case with the AWS Premium Support Team, mentioning the exact service that you are having issues with. This gives a quicker turn around time & also helps reach the right resources quickly. Thank you.