Unassigned AWS Support Ticket

Thanks for posting your question here.

I'd like you to make sure that you chose the right severity level, while logging the case. As you described case is unassigned for past six days, that definitely doesn't fall in any of the severity target response time. If it's production down situation, then you should choose Production system down. If you are not getting response in the existing case, I'd suggest you to log another case with this severity level and choose chat/call option instead of web or update the existing case and choose chat/call option.

Depending on which support plan you have, following is the target response time for each severity level:

1. Developer Support Plan:

   General guidance: < 24 hours**
   
   System impaired: < 12 hours**
   

2. Business Support Plan:

    General guidance: < 24 hours
   
    System impaired: < 12 hours
   
    Production system impaired: < 4 hours
   
    Production system down: < 1 hour
   

3. Enterprise Onramp Support Plan:

   General guidance: < 24 hours
   
   System impaired: < 12 hours
   
   Production system impaired: < 4 hours
   
    Production system down: < 1 hour
   
   Business-critical system down: < 30 minutes
   

4. Enterprise Support Plan:

    General guidance: < 24 hours
   
    System impaired: < 12 hours
   
    Production system impaired: < 4 hours
   
   Production system down: < 1 hour
   
   Business/Mission-critical system down: < 15 minutes
   

Please refer AWS Support Plan documentation for target response times for each severity level of the case.

Hope this helps.

Comment here if you have additional questions, happy to help.

Abhishek

Hello, I would recommend you need to work via support ticket. Thanks.