Create a support case from a support interaction - AWS Support

Create a support case from a support interaction

When you select Create case during your support interaction, a support case is created for you with many of the case details, such as the Subject, Description, Case type Service, Category, and Severity level populated for you. You can change this information as needed. Make sure that you review this information for accuracy.

After you choose Create case, enter or verify the following information:

  1. Verify the Subject for this support case. The Subject is a brief synopsis of what your support interaction is about.

  2. Verify the Description. Your initial inquiry appears in the Description field. Modify this information as needed. Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue.

  3. (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.

  4. For Case type, choose one of the following options:

    • Account and billing

    • Technical

    • Service quotas. You can only request certain types of service quota increases from the Support Center Console. For more information, see Request a service quota increase.

    Note

    If you have a Basic Support plan, then you can't create a Technical support case.

  5. Verify the Service, Category, and Severity.

  6. In the Communication preference section, indicate how you want AWS to communicate with you. You can choose one of the following options:

    1. Email: Receive a response to your email.

    2. 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

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

    (Optional) If you have an AWS Business Support+, AWS Enterprise Support, or AWS Unified Operations plan, you can enter up to 10 additional email addresses in the Additional contacts. 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.

  7. When you're ready to submit the support case, select Submit. You are directed to the Case details page where you can see your case details, the support interaction, and the case correspondences.

    Select Case details to view the information about your case, such as attachments, or severity level. Select Support interactions to see the support interactions associated with this case.