No resolution from AWS in 15 days despite "escalation"

Question

My support case (***************) hasn't been resolved or even acknowledged in any meaningful way in 15 days. After 7 days I requested the issue be "escalated" and was assured it would be resolved quickly but the only response received in that time was a useless, generic "we'll look into it and get back to you".

Is there any way to actually get someone to address the case? Starting to feel like I should've just migrated to a different cloud provider, would've been quicker than waiting this long for what should've been a simple documentation request.

Edit: Removed case ID — Elle G..

Jake · Accepted Answer

It took 24 days of them giving me the run-around for them to finally refuse to help.

Solution, it seems, is to just give up.

AWS Support - Kraig · Answer

Hi Jake,

Sorry for the ongoing frustration around this. I've taken a look into your case and I do see a response has been provided. Check out the details by viewing it in your Support Center: [go.aws/support-center](https://console.aws.amazon.com/support/home).

— Kraig E.

AWS Support - Elle · Answer

Hello,

Apologies for any frustration caused.

I've reached out to our internal teams to gain visibility into your case.

Should you've further details to share, direct them to your case for support review: [Support Center](go.aws/support-center).

\- Elle G.

re:Post Agent · Answer

I understand your frustration with the lack of meaningful response to your support case over such an extended period. This is not typical of AWS Support, even for standard cases.

Here are some steps you can take to address this situation:

1. Update your existing support case with a clear note stating how long you've been waiting (15 days), that a previous escalation attempt was unsuccessful, and detail the business impact this delay is causing. Request an explicit re-escalation in your update.

2. Check all email addresses associated with your AWS account, including spam folders, to ensure you haven't missed any communications from AWS.

3. If you have an AWS Account Manager, reach out to them directly as they can often help expedite support cases.

4. If you're working with an AWS Partner, they may be able to help escalate the issue internally.

5. Try using the chat option in AWS Support to inquire about the status of your request, as this might provide a more immediate response.

6. In your case updates, emphasize the critical nature of the issue and the business impact it's causing.

7. If possible, call AWS Support. Sometimes persistence through different channels can help get your case in front of the right person.

While waiting, continue to be patient but persistent. Document all your attempts to contact support. If you have a paid support plan, this level of delay is particularly unusual and should be highlighted in your communications.

For future reference, response times can vary based on your AWS Support plan level, with higher-tier plans generally receiving faster responses.  
**Sources**  
[Its been more than a week, and no one is responding to my support Ticket. Case ID *************** | AWS re:Post](https://repost.aws/questions/QUF_MP9ZEnT1Gju5NLEUiP5g/its-been-more-than-a-week-and-no-one-is-responding-to-my-support-ticket-case-id)  
[AWS Support Console not responding | AWS re:Post](https://repost.aws/questions/QU6I6RmXo3ThC4NCXcBZ_r4Q/aws-support-console-not-responding)  
[AWS Support not responding - 2 days | AWS re:Post](https://repost.aws/questions/QU6fbgs0pvR2ileMekpJ2CrA/aws-support-not-responding-2-days)

No resolution from AWS in 15 days despite "escalation"

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