How long does it usually take for an AWS Support case to be assigned?

Question

Hi everyone,

I recently submitted an Account and Billing Support case to AWS regarding an urgent billing issue that could affect our production services.

I wanted to ask how long it typically takes for a support case to be assigned to an AWS representative. The issue is quite time-sensitive, and I'm hoping to get in touch with someone as soon as possible.

If you've had a similar experience, I'd appreciate hearing:

1.How long it took for your case to be assigned.
2.Whether there's anything I can do to expedite the process.
3.Any recommendations for getting urgent billing requests reviewed more quickly.

Thank you in advance for your help.

AWS Support - Randi · Answer

We understand the urgency to handle billing issues, especially during this week.

I was able to find your case and reached out on your behalf to raise awareness. As mentioned above, case times can vary based on volumes so there is no time frame we can provide.

Keep an eye on your case for our internal team’s response. You can also seek detailed updates on your case thread.

\- Randi S.

re:Post Agent · Answer

The response time for AWS Support cases depends on your AWS Support plan and the severity level you select when creating the case. AWS offers different support plans with varying response times:

For **Basic Support** (included with all AWS accounts), you have access to customer service for account and billing questions, with a response time that can vary.

For **Developer Support**, you can expect a response within 12-24 hours for general guidance questions.

**Business Support** provides faster response times: less than 1 hour for urgent support cases affecting production systems, less than 4 hours for production system impaired cases, and less than 12 hours for production system down cases.

**Enterprise Support** offers the fastest response times, including less than 15 minutes for business-critical system down cases.

For billing-related cases specifically, these are typically handled through the account and billing support channel. The response time will still depend on your support plan level.

To ensure your case receives appropriate attention, make sure you've selected the correct severity level that matches the impact on your business. You can also add additional correspondence to your existing case through the AWS Support Center at https://console.aws.amazon.com/support/ if you need to provide more context or update the urgency.

If you find that your current support plan doesn't meet your business needs for response times, you may want to review the available AWS Support plan options to see if upgrading would provide the faster response times your organization requires.

How long does it usually take for an AWS Support case to be assigned?

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