I have Business Level support, however am being completely ignored for well over 24 hours and my site is completely down

Question

I am really panicking - I have been waiting for over 24 hours now and no response to my case.

My business site is 100% down. When I reply to my own case and then select the phone option, I get a notice stating something like "your case requires special assistance and we have a different call back protocol for it" which makes no sense.

Does this mean it could be days before I get a repsonse?

I really don't understand, any help would be greatly appreciated

Accepted Answer

Thanks for posting your question here.

I'd like you to make sure that you chose the right severity level, while logging the case. As you described that business is 100% down, then you should choose **Production system down**. If you are not getting response in the existing case, I'd suggest you to log another case with this severity level and you should get response within an hour.

Under business support plan, following is the target response time for each severity level:

- General guidance: < 24 hours
- System impaired: < 12 hours
- Production system impaired: < 4 hours
- Production system down: < 1 hour

Please refer [AWS Support Plan](https://aws.amazon.com/premiumsupport/plans/) documentation for target response times for each severity level of the case.

Hope this helps.

Comment here if you have additional questions, happy to help.

Abhishek

Answer

Hi Oscar,

This is way outside of the SLA for a production system down scenario on a Business Support Plan. Are you 100% sure that you selected the right category for technical support, as well as the right severity level?

If it is possible this issue might fit into another category better, or more aptly and broadly encompasses your issue, I would suggest you open a new case in that queue, and then reference the ticket you opened so they can link the issues and close them both when they resolve the problem for your issue.

My first recommendation, just like your instinct, would be the phone option if that is available. If not, though, I would suggest you give the chat option a try before you choose web. Once you get started over chat, the agent will often offer to setup a Chime session with you so you can discuss the issue over a video call, and you can screenshare and troubleshoot together. They will even invite other specialists to join if the answering agent can't help you because it is too detailed or nuanced of an issue.

You can also post a question on re:Post, as we all try our best to help each other. There may be someone who has experienced the same issue, and the community is usually quick to respond to most questions.

Hope this helps!

I have Business Level support, however am being completely ignored for well over 24 hours and my site is completely down

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