Very bad paid support account response, why?

Hello,

Sorry for any trouble. I've taken a look into your support case, and would suggest adding a few more details about your use case so our team can help provide next steps. We're unable to discuss case or account details over this platform, however within your case would be best directed to our team who can help. You can access your open cases, in our Support Center.

Here are also the expectations for our Developer support plan for further reference. I hope these are helpful; our team looks forward to assisting you within your support case.

— Ann D.

Ensure that you've correctly set the severity level of your support ticket. Higher severity levels (e.g., Production System Down) typically receive quicker responses. Adjusting the severity to accurately reflect the impact on your operations can expedite the response. I employ you to Locate your open support tickets and follow up with additional comments or updates. This can sometimes bring attention to your ticket also if you have an Account manager in AWS you can as well escalate your issue to him .

As A_J has answered, first set the appropriate Severity level.

Another important point is that AWS Support's response time target is set only for First-response time. In other words, you need to ask a question that will get the desired answer on the first response.

https://docs.aws.amazon.com/awssupport/latest/user/case-management.html

AWS has guidelines for making a successful inquiry. The site is in Japanese, but there is an English version at the bottom of the page, so please refer to it when making inquiries. https://aws.amazon.com/jp/premiumsupport/tech-support-guidelines/