What information is important to include in my AWS Support case?

Resolution

If you have a Business Developer+, AWS Enterprise Support, or AWS Unified Operations Support plan, then you can open a technical support case with AWS Support. 

When you're creating the support case, choose Technical, and then choose the service that you're experiencing the issue with. If you're experiencing an issue with multiple services, then choose the service that's mentioned in the error message. Or, choose the service that you were using when the issue occurred.

For Category, choose the option that best describes your issue so that your case routes to the appropriate team.

For Subject, enter a title that briefly describes your issue. Enter specific details, such as "EC2 instance i-0abc123 unreachable since May 5". A title such as, "Instance not working", is too vague.  

For Description, include the following details:

• What you were doing when the issue occurred.
• The error message that you received and what happened.
• What you expected to happen.

To help AWS Support quickly resolve your issue, include as many details as possible in the service-specific fields. For example, include the dates and times that the issue occurred, the time zone, and the duration of the issue. 

Important: In your case description or attachments, don't share sensitive information, such as passwords, access keys, or secret keys. Before you attach log files, review them for personally identifiable information (PII).

Related information

Getting started with AWS Support

Case management