AWS not responding within 144! hours on technical support ticket

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Hi everyone, Has anyone had experience with AWS not responding technically (apart from asking for more info within the first 24hrs once) within several days for a technical case? Do you have suggestions on what to do in such a case as it is blocking me (+I think this is really nok)? In case the AWS team sees this question, the number of my case is XXXXXXXXX. Please help.

Edit: Removed Case ID — Ben G.

asked a year ago534 views
4 Answers
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Accepted Answer

Thanks all. In the end my request was transferred/ excallated to , Daniel D., who did an amazing job and solved the case. Thanks!

answered a year ago
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Which support plan do you use?
Developer support can take up to 3 days depending on the time you submit your question.
The following document is in Japanese but explains it.
https://aws.amazon.com/jp/premiumsupport/sla-dev-support-jp/

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EXPERT
answered a year ago
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Thanks for the reply!

  • plan: "developer".
  • Article: submissions ~1hr before the weekend starts can take up to Tuestday 11:00 for a reply.
  • My situation: submission wednesday 10:00, request for more info at 14:00 (great!) which I provided at 14:15. then for 3.5 working! days no technical response anymore (only once: im replicating the issue...) (bad!)

Do you have tips on how to handle these situations? As in my opinion this is really taking too long for a blocking issue on a payed support plan

thanks :)

answered a year ago
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Technical investigations may take time.
I have waited 5 days in the past.

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EXPERT
answered a year ago

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