When you’re using AWS Support, response times depend on your support plan and how serious your issue is. Here’s what you can expect:
If you have the Business Support plan, you’ll usually hear back within:
- Less than 24 hours for general questions
- Less than 12 hours if your system is impaired
- Less than 4 hours for issues affecting a production system
- Less than 1 hour if your production system is down
For Enterprise Support, the response times are similar, with an added quick response for critical issues:
- Less than 24 hours for general questions
- Less than 12 hours if your system is impaired
- Less than 4 hours for production system issues
- Less than 1 hour if a production system is down
- Less than 15 minutes if a critical business system is down
If you’re on Developer Support, you can expect:
- Less than 24 hours for general questions
- Less than 12 hours if your system is impaired
Billing and account questions are generally handled as basic cases, with a response time goal of 24 hours for an initial reply.
Regarding Reserved Instances, keep in mind that they are usually non-refundable and can’t be canceled. However, you can manage unused Reserved Instances by listing them for sale on the Reserved Instance Marketplace. You also have the option to exchange Convertible Reserved Instances for a different configuration if needed.
To check on an existing support case or add more details, visit the AWS Support Center at https://console.aws.amazon.com/support/. If response times are too slow for your business, consider reviewing your current support plan; upgrading to a higher tier might better suit your needs.