AWS Support not responding to my ticket xxxxxxxxxx

Hi there,

I've located your support case, which I observed is within the agreed timeframe as outlined on the following page:

https://aws.amazon.com/premiumsupport/plans/

Please note that response targets are calculated in business hours defined as 08:00 AM to 6:00 PM in the customer country, excluding holidays and weekends. We recommend you select the highest severities for cases that can't be worked around or that directly affect production applications. More information on choosing case severities can be reviewed here:

https://docs.aws.amazon.com/awssupport/latest/user/case-management.html

With that said, I've flagged your case internally and requested that you receive assistance as soon as possible. Please monitor our Support Center for an update:

https://go.aws/support-center

Thank you for your patience!

Best regards,

— Kita B.

So you say that the response time is "< 12 hours" but you actually mean up to 2 working days?! Even so, my system-down support request hasn't been looked at for 30 clock hours (and it's not a weekend) which I think means you've breached the timeframe whatever timezone you think I'm in.