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If the site is down due to AWS services, a technical inquiry could be used.
However, if the problem is caused by something other than an AWS service (e.g., OS error or application error), you must resolve it.
Also, AWS support will not make any changes to the configuration, so you will have to do it yourself.
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Thanks for the response! To be honest, we're not really technically savvy, and our developer is asking us to pay a maintenance plan which is too pricey compared to our app's income. We're planning to upgrade our plan hoping that AWS Tech Support can fix it. However, we really are not sure whether it's a server error. All we know is, the instance wasn't running after the site was down. We increased the instance to 2XL but still, it's not running. :( Anyway, thank you for your response. We'll try to read more on these.