What is the best way to approach for quick support from AWS?

Question

We are unable to access ec2 windows machine via RDP. We tried with generating and decrypting password with the ssh-key for the machine. But still not working. I have opened two tickets for the same issue. I am expecting a quick response from AWS support.

Severity should be high, but it is setting with general inquire. Where I choose System impaired.

Peter Grainger · Answer

Hi. There are different levels of support depending on the support plan you choose. https://aws.amazon.com/premiumsupport/plans/

Developer support gives you the option to choose System Impaired severity, that's the reason you can only choose general guidance.

You could use EC2 Rescue: https://aws.amazon.com/premiumsupport/knowledge-center/ec2rescue-windows-troubleshoot/ to figure out why you can't connect.

What is the best way to approach for quick support from AWS?

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