Creating support cases and case management

To create a support case

1. Sign in to the AWS Support Center Console.

   Tip

   In the AWS Management Console, you can also choose the question mark icon ( ) and then choose Support Center.

2. Choose Create case.

3. Choose one of the following options:

   • Account and billing

   • Technical

   • For service quota increases, choose Looking for service limit increases? and then follow the instructions for Creating a service quota increase.

4. Choose the Service, Category, and Severity.

   Tip

   You can use the recommended solutions that appear for commonly asked questions.

5. Choose Next step: Additional information

6. On the Additional information page, for Subject, enter a title about your issue.

7. For Description, follow the prompts to describe your case, such as the following:

   • Error messages that you received

   • Troubleshooting steps that you followed

   • How you're accessing the service:

     • AWS Management Console

     • AWS Command Line Interface (AWS CLI)

     • API operations

8. (Optional) Choose Attach files to add any relevant files to your case, such as error logs or screenshots. You can attach up to three files. Each file can be up to 5 MB.

9. Choose Next step: Solve now or contact us.

10. On the Contact us page, choose your preferred language.

11. Choose your preferred contact method. You can choose one of the following options:

    1. Web – Receive a reply in Support Center.

    2. Chat – Start a live chat with a support agent. If you can't connect to a chat, see Troubleshooting.

    3. Phone – Receive a phone call from a support agent. If you choose this option, enter the following information:

       • Country or region

       • Phone number

       • (Optional) Extension

    Notes

    • The contact options that appear depend on the type of case and your support plan.

    • You can choose Discard draft to clear your support case draft.

12. (Optional) If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, the Additional contacts option appears. You can enter the email addresses of people to notify when the status of the case changes. If you're signed in as an IAM user, include your email address. If you're signed in with your root account email address and password, you don't need to include your email address

    Note

    If you have the Basic Support plan, the Additional contacts option isn't available. However, the Operations contact specified in the Alternate Contacts section of the My Account page receives copies of the case correspondence, but only for the specific case types of account and billing, and technical.

13. Review your case details and then choose Submit. Your case ID number and summary appear.

1. Sign in to the AWS Support Center Console.

   Tip

   In the AWS Management Console, you can also choose the question mark icon ( ) and then choose Support Center.

2. Select the case that you want to change the severity level for.

3. In Case details, choose the pencil icon next to the Severity field, as shown in the following example.

   

4. For Severity, choose the new severity level from the following options:

   • General guidance

   • System impaired

   • Production system impaired

   • Production system down

   • Business-critical system down

5. For Reason for case severity change, choose from the available options for why you're changing the case severity.

6. (Optional) For Tell us more, enter additional information about this change.

7. Do one of the following:

   • If you're lowering the support case severity, or if you're raising it from General guidance to System impaired or Production system impaired, choose Update.

   • If you're raising the severity to Production system down or Business-critical system down, use one of the options in the Contact methods section to engage with AWS Support, and then choose Update. The following example shows the options available in the Contact methods section.