AWS recommends users choose a severity level appropriate to the impact of the situation you are experiencing. Below is a classification table for issue severity levels:
| Severity Level | First Response Time | Description and Applicable Support Plans |
|---|---|---|
| General Guidance | 24 hours | You have development questions or feature requests (Business Support+, Enterprise Support, and Unified Operations) |
| System Impaired | 12 hours | Non-critical application functionality is impaired or you have urgent development questions (Business Support+, Enterprise Support, and Unified Operations) |
| Production System Impaired | 4 hours | Important application functionality is impaired or degraded (Business Support+, Enterprise Support, and Unified Operations) |
| Production System Down | 1 hour | Your business is significantly impacted. Important application functionality is unavailable (Business Support+, Enterprise Support, and Unified Operations) |
| Business-Critical System Down | 15 minutes | Your business is at risk. Critical application functionality is unavailable (Enterprise Support and Unified Operations) |
ℹ️ Information: Response times are calculated 24/7 for Business Support+, Enterprise Support, and Unified Operations plans.
💡 Pro Tip: You can check your account’s time zone information in the Contact Information section at the My Account page on AWS Management Console.
⚠️ Warning: Choosing an inappropriate severity level may lead to unexpected response times or slow down the resolution process for your issue.
🔒 Security Note: When reporting security-related issues, make sure to provide complete information but do not share sensitive data like access keys or authentication information.
⏱️ Response Time: Actual response times may vary depending on the volume of support requests and the complexity of the issue you are experiencing.