Support Case Unassigned for 18 days

I understand your frustration with the unassigned support cases. Here are some steps you can take to escalate and resolve this situation:

Immediate Actions:

1. Check your support plan status - The fact that you're seeing a Trial Business+ Support banner and receiving an "ineligible" message when trying to redeem it suggests there may be an issue with your current support plan entitlement. Verify that your account has an active support plan (Developer, Business, or Enterprise) that includes case support.

2. Review case severity - Ensure you've selected the appropriate severity level when creating your cases. Higher severity cases typically receive faster response times based on your support plan.

3. Contact AWS Support directly - If you have phone support as part of your plan, call AWS Support directly rather than waiting for case assignment. Phone support can often provide immediate assistance or help escalate your existing cases.

4. Use the AWS Support Center - Log into the AWS Support Center console and check if there are any notifications or issues with your cases. You can also try updating your existing cases with additional information, which may trigger a review.

5. Check account status - Verify that your AWS account is in good standing with no billing issues, as account problems can sometimes affect support case routing.

For the Trial Banner Issue: The ineligibility message suggests your account may already have a support plan or doesn't meet the criteria for the trial. This should be clarified when you connect with AWS Support.

If cases remain unassigned for this length of time, it's unusual and indicates a potential system or account configuration issue that needs direct attention from AWS Support through available channels like phone support.

Hello,

Sorry to hear about the frustration regarding your case. I've shared your concerns internally with our Support team.

I'd encourage you to continue to monitor your case for further updates.

- Doug S.

We have basic support plan and it says Billing-related questions are supported and answered within 24 hours, still our cases are Unassigned for 18 days and 7 days.