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AWS Support Plan SLAs are detailed here: https://aws.amazon.com/premiumsupport/plans/
Hope this helps!
That is not helpful. As stated at the link: General guidance: < 24 hours** System impaired: < 12 hours** It had been over 3 days without a response. What I did find to work is I contact billing support. They were responsive and helped escalate the Techincal tickets that were not being responded too. Once Billing support kicked technical support, I got a response.
I understand your frustration. Not receiving a response to your AWS support tickets for several days, especially with a developer support plan that promises 24-hour response times, can be quite inconvenient. Here are some steps you can take to escalate the issue and get a faster response:
- Check the Ticket Status:
Log in to the AWS Management Console and navigate to the "Support Center." Click on "My Cases" to view your open and closed support tickets. Look for the ticket IDs you mentioned (171702048700614, 171707022200791, 171716088100721) and verify their status. Are they still marked as "unassigned"? 2. Escalate the Ticket:
If the tickets are unassigned, you can try escalating them directly within the AWS Support Center. Look for an "Escalate" or "Request expedited response" option (the exact wording may vary). When escalating, provide a clear and concise explanation of the urgency and the impact on your business. Mention the initial ticket's creation date and the developer support plan's promised response time. 3. Contact AWS Support Through Phone:
Although phone support isn't available for all AWS accounts, some developer plans might offer it. Check your support plan details or contact information on the AWS website. If phone support is available, use it to directly explain the situation and request expedited assistance. 4. Consider Community Forums:
While not an official resolution method, AWS has active community forums where you can post your technical questions. Experienced users and AWS staff sometimes participate in these forums and might be able to offer guidance or point you to relevant resources. You can find AWS community forums through a web search or on the AWS website itself. Here are some additional resources that might be helpful:
AWS Support Center: https://aws.amazon.com/contact-us/ AWS Support Plans: https://aws.amazon.com/premiumsupport/plans/ AWS Developer Support: https://aws.amazon.com/premiumsupport/plans/developers/ Remember to be professional and polite when escalating your request. Clearly explain the issue, the impact on your business, and the expected turnaround time based on your support plan.
Hopefully, by taking these steps, you'll be able to get a response from AWS Support and resolve the issues you're facing.
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Hello,
Apologies for the concern caused. For your security, I'm unable to discuss case specific details here. However, I located your cases on my end, shared your feedback with Support, and took additional internal action to gain traction on this for you.
Be on the lookout for a response from Support with the next steps to take on your cases.
We appreciate your patience, as we work to resolve this for you.