Billing case unassigned for 2+ weeks (RDS Extended Support) – is this expected?

I don't have specific information in the provided sources about expected response times for billing cases on the Basic support plan or the "Unassigned" status duration you're experiencing.

However, I can provide some general guidance: Support response times typically vary based on your support plan level. With the Basic support plan, you have access to customer service for account and billing questions, but response times are generally longer compared to paid support plans (Developer, Business, or Enterprise Support).

For billing inquiries, here are some options you might consider:

1. AWS Billing Console: You can manage and review your bills directly through the AWS Billing and Cost Management console, where you may find detailed breakdowns of your RDS Extended Support charges.

2. AWS Support Center: Continue monitoring your existing case through the AWS Support Center. Sometimes billing cases require review by specialized teams, which can take additional time.

3. Consider upgrading support plan: If you need faster response times for future issues, you might want to evaluate whether a paid support plan would be beneficial for your use case.

Since you've already resolved the technical issue (upgrading PostgreSQL), you may want to add an update to your existing case noting this resolution and specifically requesting a review of the charges for the period in question. This can sometimes help prioritize billing adjustment requests.

For the most accurate information about your specific case status and expected timelines, I'd recommend checking the AWS Support Center directly or reviewing any automated responses you may have received when opening the case.

Billing cases on the Basic support plan do not have a guaranteed response time, which explains the delay. Here is how to move it forward.

What to do: Go to https://aws.amazon.com/contact-us and select Account and Billing as the category. This routes billing requests differently from standard support cases and tends to get a faster response.

In your message include: Your existing case numbers The RDS Extended Support charge amount ($134) That you have already upgraded PostgreSQL and resolved the underlying issue.

A clear request for a billing review and credit Mention that the case has been unassigned for over two weeks. AWS agents can manually escalate or reassign stale cases when this is flagged explicitly.

Worth knowing: RDS Extended Support charges apply automatically when a database engine version reaches end of standard support. Since you have already upgraded, you have a reasonable basis to request a one-time credit, especially if the charges were unexpected and you acted quickly to resolve them.

Reference: RDS Extended Support pricing and eligibility: https://docs.aws.amazon.com/AmazonRDS/latest/UserGuide/extended-support.html AWS Support plans and response times: https://aws.amazon.com/premiumsupport/plans/

Hi,

I'm sorry for the continued concern. We've passed along your sentiments to our internal teams. Continue to monitor your case for updates.

- Sage A.