AWS recommends that users choose the severity that is appropriate for the impact of the situation you are in. Here is a table that defines the severity of the problem:
|Severity||First response time||Description and support package apply|
|General Guidance (General Guidance)||24 hours||You have a development-related question or request for a new feature (Developer*, Business and Enterprise Support Packs)|
|Affected System (System impaired)||12 hours||Unnecessary functionality of your app is crashing or you have pressing development-related questions (Developer*, Business and Enterprise Support Packs)|
|Affected Production system (Production system impaired)||4 hours||Critical app functionality damaged or degraded (Business and Enterprise Support Plans)|
|Production system down (Production system down)||1 hour||Your business is severely impacted. The app’s critical functionality is inaccessible. (Business and Enterprise support packages)|
|Business-critical system down*||15 minutes||Your business is in jeopardy. Urgent application functions inaccessible (Enterprise Support Plan)|
For Developer Support Package, response time is calculated in business hours. Office hours are from 8 a.m. to 6 p.m. in the customer’s home country, excluding public holidays and weekends. Details can be found in the Contact Information section of the [My Account] page at the AWS Management Console.