AWS Basic Support Plan Response Times

Question

Afternoon!

I'm currently working on a degree project that requires me to build an ETL pipeline, and as I'm familiar with AWS, I decided to use Glue.

I seem to have an account restriction set as I cannot create jobs, getting ''Account denied access'', and it has nothing to do with IAM permissions.

I've been doing some digging and it seems my account is not verified and requires AWS Support to enable something on their end on my account, even though my personal account has been active for over 5 years.

Has anyone experienced extremely long waiting times for Basic tier support? I'm now on 5 days and counting since submitting a ticket (***************) , and my deadline is coming up soon, starting to panic, considering it stated I could expect a response within 24 hours.

Cheers

Conor

*Edit: Removed case ID — Elle G.

AWS Support - Elle · Accepted Answer

Hello,

I understand your urgency regarding the Glue access issue for your project. I've located your case and passed along your feedback.

Please keep an eye out for further communication from our team via your support case: [go.aws/support-center](https://console.aws.amazon.com/support/home).

\- Elle G.

re:Post Agent · Answer

I understand your concern about the long wait time for your AWS support case. While AWS typically aims to provide an initial response within 24-48 hours even for lower-tier support plans, the actual resolution time can vary significantly, especially for account-related issues.

For account restrictions and verification issues like yours, the process often requires manual intervention from AWS Support teams, which can take longer than expected. Five days without a response is certainly on the longer side, though not entirely unprecedented based on community experiences.

Here are some steps you might consider:

1. Update your existing support case with additional information about the urgency due to your approaching deadline. Clearly explain the impact this is having on your academic project.

2. Check all email addresses associated with your AWS account, including spam folders, for any communications from AWS that you might have missed.

3. Ensure all your contact information in the AWS account is up-to-date.

4. If you have any connections to AWS through your academic institution, such as an AWS Educate program or an AWS account manager, consider reaching out to them for assistance.

Unfortunately, there isn't a way to immediately resolve account restrictions on your own, as these issues require AWS Support's intervention. While waiting, you might want to explore alternative solutions for your ETL pipeline project if your deadline is imminent, such as using open-source tools that can be run locally or on other platforms.  
**Sources**  
[AWS Support not responding on suspended account | AWS re:Post](https://repost.aws/questions/QUe5kBz9MLTJyOR-WWN0TMsw/aws-support-not-responding-on-suspended-account)  
[How long does it take to resolve a case for access restoration? | AWS re:Post](https://repost.aws/questions/QUtofDUYy6S2-9c15rBjv-7w/how-long-does-it-take-to-resolve-a-case-for-access-restoration)  
[Support case isn't responded even when I upgrade the support plan | AWS re:Post](https://repost.aws/questions/QUuPxd0eh9QPe2BkpKrBggIw/support-case-isn-t-responded-even-when-i-upgrade-the-support-plan)  
[aws support didn't respond | AWS re:Post](https://repost.aws/questions/QUEvBdV_jgS26wCL76eL6nVg/aws-support-didn-t-respond)

AWS Basic Support Plan Response Times

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