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Hello,
The case SLA is dependent upon the Plan and the Case Severity. You mentioned the case is open since 24 hours. Which is your plan ? Developer, Business or Enterprise and also the Severity that was opened ? Check out the Case Severity section in the link mentioned below where everything is explained. with all the details.
Link: https://docs.aws.amazon.com/awssupport/latest/user/case-management.html
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