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.