My name is Sean from Premium Support, and I wanted to take a moment to address your issue today. I see that you posted here to share your frustrations about the lack of timely support for your production-down support case, which has a 1 hour expected response time. In this case, you did not receive a response for over 6 hours.
AWS Support makes every effort to address your problems within the expected response time as defined by the severity of the case. However, unfortunately sometimes we are unable to meet this expectation, and I am sorry to hear that you did not receive the expected response in a timely manner, and that this impacted your trust in the support process.
As it has been some time since you created this post, I hope that your issue has been resolved. Moving forward, if you experience another production down event which requires you to create a case with AWS Premium Support, I would suggest reaching out to us via live chat or phone, in order to work with an engineer in real time. If you have previously created a support case using the email/web option, you can reply to that case with a new contact method like Chat or Phone to re-engage support and receive live assistance.
If you have any further questions, I would be happy to address them here. Have a nice day!
No engagement on support case and sneakily being resolvedasked 6 months ago
I've been waiting 4 days for a response to my limit change request. Is that normal?asked a year ago
Athena Error No: 100, HTTP Response Code: 502, Error Message: Failed to parse error payloadasked 2 months ago
My AWS account has been hacked over a week and the support ticket is "unassigned". Billing charges are still being generated and I have no support to stop it from AWS.asked a year ago
After reboot, nginx is running but no longer serves sitesasked 2 years ago
EC2 Instance No Response after Force Stopasked 9 months ago
It's been 6 hour and no response on Production system downasked 4 months ago
How long does it take for AWS tech support team to respond to a "system impaired" issue?Accepted Answerasked 5 months ago
S-to-S VPN comes up but no connectivity for exactly one hourasked 10 months ago
AWS Support not responding to my ticket xxxxxxxxxxasked 8 months ago