# Getting started with AWS Support
AWS Support offers a range of plans that provide access to tools and expertise that support the success and operational health of your AWS solutions. All support plans provide round-the-clock access to customer service, AWS documentation, technical papers, and support forums. For technical support and more resources to plan, deploy, and improve your AWS environment, you can choose a support plan for your AWS use case.
**Important**
End of Support Notice: Developer Support will be discontinued January 1, 2027. Customers with Developer Support can continue using their existing plan or choose to upgrade to Business Support\$1 anytime before January 1, 2027. Business Support\$1 delivers AI-powered assistance that understands the context of your operations, with 24/7 access to AWS experts at \$129/month minimum per account. For more information, see [Business Support\$1 plan details](https://aws.amazon.com/premiumsupport/plans/business-plus/)
End of Support Notice: Business Support will be discontinued January 1, 2027. Customers with Business Support can continue using their existing plan or choose to upgrade to Business Support\$1 anytime before January 1, 2027. Business Support\$1 delivers AI-powered assistance that understands the context of your operations, with 24/7 access to AWS experts at \$129/month minimum per account. For more information see, [Business Support\$1 plan details](https://aws.amazon.com/premiumsupport/plans/business-plus/)
End of Support Notice: On January 1, 2027, AWS will discontinue Enterprise On-Ramp. Throughout 2026, Enterprise On-Ramp customers will be automatically upgraded to AWS Enterprise Support during contract renewal or in periodic batches. Customers will receive an email notification a month before their upgrade. No further action is required. Enterprise Support provides designated TAM assignment, 15-minute response times, and AWS Security Incident Response available at no additional cost, all at a lower \$15,000 minimum (reduced from \$115,000). For more information, see [AWS Enterprise Support plan details](https://aws.amazon.com/premiumsupport/plans/enterprise/).
For more information, see [Developer, Business, and Enterprise On-Ramp end of support](support-plans-eos.md).
Developer Support, Business Support, and Enterprise On-Ramp will remain available in the AWS GovCloud (US) Region.
**Notes**
To create a Support interaction to use AI-generated troubleshooting to resolve your issue, and optionally create a support case, see [AI-enhanced troubleshooting in the Support Center Console](ai-enhanced-support.md).
For more information about the different AWS Support plans, see [Compare AWS Support plans](https://aws.amazon.com//premiumsupport/plans/) and [Change AWS Support Plans](changing-support-plans.md).
Support plans offer different response times for your support cases. See [Choosing an initial support case severity level](case-management.md#choosing-severity) and [Understanding AWS Support response times](case-management.md#response-times-for-support-cases).
**Topics**
+ [AI-enhanced troubleshooting in the Support Center Console](ai-enhanced-support.md)
+ [Virtual meetings with AWS Support](virtual-meetings-support.md)
+ [Case management](case-management.md)
+ [Request a service quota increase](create-service-quota-increase.md)
+ [Legacy experience: Creating support cases and case management](case-management-legacy.md)
+ [Using AWS Support with an AWS SDK](sdk-general-information-section.md)
# AI-enhanced troubleshooting in the Support Center Console
AI-enhanced troubleshooting capabilities that help you resolve issues faster and more efficiently are available in supported AWS Regions. If you have an AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, then you can use the capabilities in the Support Center Console to troubleshoot technical issues as well as account and billing issues. If you have a Basic Support plan, you can use the capabilities in the Support Center Console for troubleshooting general questions and for assistance with account and billing issues. Using AI-enhanced troubleshooting streamlines the support experience by using contextual awareness and automated diagnostics to provide targeted solutions for your AWS environment.
AI-enhanced troubleshooting in the Support Center Console is supported in the following AWS Regions:
+ US East (N. Virginia) Region
+ US East (Ohio) Region
+ Europe (Ireland) Region
**Note**
If you operate in an AWS Region that doesn't support AI-enhanced capabilities in the Support Center Console then you will use the legacy method of case management. For more information, see [Legacy experience: Creating support cases and case management](case-management-legacy.md).
When you access the Support Center Console, you can enter your issue description in natural language, import relevant Amazon Q conversations, receive generative AI troubleshooting guidance, and choose to create a support case with pre-populated fields, if needed.
You can provide contextual information about your environment and issue to receive personalized solutions throughout the troubleshooting process.
AI-enhanced troubleshooting in the AWS Support console provides the following key benefits:
+ **Faster issue resolution:** Get immediate responses and relevant solutions as soon as you describe your problem.
+ **Context preservation:** Import your previous Amazon Q conversations to maintain troubleshooting context.
+ **Streamlined case creation:** Use natural language to describe issues instead of navigating multiple form fields.
+ **Intelligent follow-up:** Receive relevant follow-up questions based on your specific AWS environment.
For a complete list of the capabilities available in your Support plan, see [Compare AWS Support Plans](https://aws.amazon.com/premiumsupport/plans/).
**Notes**
To change your support plan, see [Change AWS Support Plans](changing-support-plans.md).
To close your account, see [Closing an account](https://docs.aws.amazon.com//awsaccountbilling/latest/aboutv2/close-account.html) in the *AWS Billing User Guide*.
To find common troubleshooting topics for AWS services, see [Troubleshooting resources](troubleshooting.md).
If you're a customer of an AWS Partner that is part of the AWS Partner Network, and you use Resold Support, contact your AWS Partner directly for any billing related issues. AWS Support can't assist with non-technical issues for Resold Support, such as billing and account management. For more information, see the following topics:
[How AWS Partners can determine AWS Support plans in an organization](https://aws.amazon.com/blogs/mt/aws-partners-determine-aws-support-plans-in-organization/)
[AWS Partner-Led Support](https://aws.amazon.com/premiumsupport/partner-led-support/)
**Important**
Before you open a support interaction or create a support case, check for events affecting your account resources by visiting your Health Dashboard at https://phd.aws.amazon.com/phd/home\$1/. You can verify any AWS service issues in the dashboard, though there might be a slight delay in posting incidents. If you're uncertain if there is an active incident, open a support case.
**Topics**
+ [Set up permissions to use AI-enhanced troubleshooting](support-interaction-perm.md)
+ [Create a support interaction](create-support-interaction.md)
+ [Create a support case from a support interaction](create-support-case-from-interaction.md)
+ [View support interactions](view-support-interactions.md)
+ [Troubleshooting](troubleshooting-support-cases.md)
# Set up permissions to use AI-enhanced troubleshooting
To access AI-enhanced troubleshooting capabilities in Support Center, you need specific AWS Identity and Access Management permissions. This section describes the necessary IAM permissions and explains how to configure them so that you can fully use these capabilities.
AI-enhanced troubleshooting requires permissions beyond traditional support case management. The required permissions fall into three categories:
+ **Support interaction permissions:** Enable the new interaction-based workflow in Support Center.
+ **AI-powered classification permissions:** Allow access to AI-powered issue classification features.
+ **Amazon Q integration permissions:** Enable conversation import from Amazon Q Developer.
These permissions supplement your existing AWS Support permissions and don't replace them.
You can set up permissions for AI-enhanced troubleshooting in two ways:
[Option 1: Use the AWS managed policy (recommended)](https://docs.aws.amazon.com/awssupport/latest/user/support-interaction-perm-man-policy.html). Attach the `AWSSupportAccess` managed policy to your users or roles. This policy includes all required permissions and is automatically updated when new Support features are released.
[Option 2: Create a custom policy with minimum required permissions](https://docs.aws.amazon.com/awssupport/latest/user/support-interaction-perm-custom-policy.html). This approach gives you more control but requires manual updates when new features are added.
# Option 1: Use the AWS managed policy (recommended)
If you currently have the AWSSupportAccess managed policy attached, no additional permissions are required. However, to continue to use the functions included in the [Support Center Console API](aws-support-console.md), you must add the Support Center Console operations to your IAM policies before November 2, 2026, if you don't already have them. To do this, update the AWS Support managed policy to include the `support-console:*` actions. For more information, see [Adding IAM policies for the Support Center Console API operations](support-console-access-control.md).
# Option 2: Create a custom policy with minimum required permissions
You can explicitly allow-list specific actions instead of using wildcards. The following are the required permissions for support interactions, case creation, and case management:
```
{
"Version": "2012-10-17",
"Statement": [
{
"Effect": "Allow",
"Action": [
"support:AddAttachmentsToSet",
"support:AddCommunicationToCase",
"support:CreateCase",
"support:DescribeAttachment",
"support:DescribeCaseAttributes",
"support:DescribeCases",
"support:DescribeCommunication",
"support:DescribeCommunications",
"support:DescribeCreateCaseOptions",
"support:DescribeIssueTypes",
"support:DescribeServices",
"support:DescribeSeverityLevels",
"support:DescribeSupportedLanguages",
"support:DescribeSupportLevel",
"support:GetInteraction",
"support:InitiateCallForCase",
"support:ListInteractionEntries",
"support:ListInteractions",
"support:InitiateChatForCase",
"support:PutCaseAttributes",
"support:ResolveCase",
"support:ResolveInteraction",
"support:SearchForCases",
"support:StartInteraction",
"support:UpdateInteraction",
"support-console:GetAccountState",
"support-console:GetAccountGovCloudEnabled",
"support-console:GetCaseDraft",
"support-console:CreateCaseDraft",
"support-console:DeleteCaseDraft",
"support-console:GetBanner",
"support-console:DescribeDynamicHelp",
"support-console:CreateContact",
],
"Resource": "*"
}
]
}
```
**Note**
Using a custom policy requires ongoing maintenance as AWS Support releases new features. For more information about the Support Center Console API operations, see [Adding IAM policies for the Support Center Console API operations](support-console-access-control.md). For more information about each of the Support API operations, see [Manage access to AWS Support Center](accessing-support.md).
# Required permissions for Amazon Q integration
To use the Amazon Q conversation import feature in Support Center, IAM identities need permissions for the following Amazon Q Developer actions:
+ `q:StartConversation`: Start a new conversation with Amazon Q.
+ `q:SendMessage`: Send messages within a conversation.
+ `q:GetConversation`: Retrieve conversation details. This action is required for console access.
+ `q:ListConversations`: List available conversations. This action is required for console access and Support Center integration.
Amazon Q integration with Support Center Console specifically requires the `q:ListConversations` permission to display your recent conversations for import. For detailed guidance on configuring Amazon Q Developer permissions, see [Amazon Q Developer permissions reference](https://docs.aws.amazon.com/amazonq/latest/qdeveloper-ug/security_iam_permissions.html) and [Manage access to Amazon Q Developer with policies](https://docs.aws.amazon.com/amazonq/latest/qdeveloper-ug/security_iam_manage-access-with-policies.html).
# Applying required permissions for support interactions
To apply permissions to your IAM users, complete the following steps:
1. Sign in to the AWS Management Console and open the IAM console at [https://console.aws.amazon.com/iam/](https://console.aws.amazon.com/iam/).
1. In the navigation pane, choose **Policies**, then choose **Create policy**.
1. Choose the **JSON** tab and paste one of the policy documents mentioned in the previous sections.
1. Choose **Next: Tags**, then **Next: Review**.
1. Enter a policy name such as `SupportConsoleInteractionsAccess` and provide a description that explains the policy's purpose.
1. Choose **Create policy**.
1. Attach the policy to your IAM users, groups, or roles that need access to the Support Center.
If you have existing AWSSupportAccess managed policy attachments, then attach the supplementary custom policy alongside the managed policy.
# Create a support interaction
A support interaction is how you begin your engagement with AWS Support. You first describe your issue using natural language and receive assistance tailored to you using AI-enhanced troubleshooting. Your initial interaction might include clarifying questions, contextual solutions, and automated problem resolution, without creating a support case. These interactions might resolve issues independently or serve as the foundation for a support case looping in a human engineer, if needed.
Support interactions differ from support cases in that support cases include engagement with a Cloud Support Engineer. You can choose to automatically generate a support case based on a prior support interaction. The support case maintains all context from the initial support interaction and includes additional AI-generated insights to assist the Cloud Support Engineer with resolving your issue. This powerful combination of AI-enhanced troubleshooting and assistance from AWS Cloud Support Engineers potentially lead to faster issue resolution and reduced down time.
**Notes**
You can revert to the legacy method of case management by choosing **Use the old experience** in the banner at the top of the Support Center Console. For more information, see [Legacy experience: Creating support cases and case management](case-management-legacy.md).
You can sign in to the Support Center Console as an AWS Identity and Access Management (IAM) user. For more information, see [Manage access to AWS Support Center](accessing-support.md).
If you can't sign in to the Support Center Console and create a support case, you can use the [Contact Us](https://console.aws.amazon.com/console/contacts/one-support) page instead. You can use this page to get help with billing and account issues.
**To start a support interaction, complete the following steps:**
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[alt text not found\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. You have several options for starting your support interaction:
+ Enter details about the issues that you need assistance with. This is how you begin a new support interaction. Enter detailed information about your issue and any troubleshooting steps that you have already taken.
+ **Continue an existing support interaction:** Choose from a recent support interaction shown in the **Describe your issue or continue with** section. This section shows the two most recent support interactions. Access the **Viewing past support interactions** section to see additional past support interactions.
+ **Use a Amazon Q transcript:** Select the Amazon Q icon in the text field to see a list of recent Amazon Q conversations. The five most recent conversations from the AWS GovCloud (US-East) AWS Region are shown. Or, choose from a recent Amazon Q interaction shown in the **Describe your issue or continue with**. When you select a conversation, a summary of that conversation is generated and added to the text box. If you select an Amazon Q conversation, then you see a disclaimer regarding AWS Region and user accessibility.
1. Choose the **Send** icon in the bottom right of the text field.
1. AWS Support generative AI-powered troubleshooting analyzes your query along with your specific AWS environment. You might be prompted to provide additional information to assist with the analysis. If you see a prompt for additional information, enter the requested data, then choose **Submit**. If you don't know or don't have access to the requested information, then you can skip this step and receive a general guidance response instead. Keep in mind that a general guidance response isn't specific to your AWS environment.
When the analysis is complete, you see a summary of the findings, along with remediation steps. To view the sources used in the analysis and remediation steps, choose **Sources**.
1. If you need further assistance, you can complete one of the following options:
+ **Continue with AI-assisted support:** To further refine the AI-assisted analysis and generate a new response, choose **Add more details for a better response**. Enter information in the **Additional details** field, and then choose **Submit**. Keep in mind that this option is for additional context for the original issue. If you need to enter context for a new issue, select **Start new interaction** at the top or bottom of the screen.
+ **Create a support case:** To create a support case with AWS Support, choose **Create a case**. This option starts the case creation workflow. Many of the case details are auto-populated for you based on your support interaction. You can change this information as needed. Your support interaction, including details of any resolution steps provided, are added to the support case. For details on how to create a support case, see [Create a support case from a support interaction](create-support-case-from-interaction.md).
At any time throughout the support interaction, you can use the **Thumbs up** and **Thumbs down** icons to provide feedback on your experience.
# 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. For information on how to choose a severity level for your case, see [Choosing an initial support case severity level](https://docs.aws.amazon.com/awssupport/latest/user/case-management.html#choosing-severity).
**Important**
Before you create a support case, check for events affecting your account resources by visiting your [Health Dashboard](https://phd.aws.amazon.com/phd/home#/). You can verify any AWS service issues in the dashboard. There might be a slight delay in posting incidents. If you're uncertain if there is an active incident, open a support case.
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.
1. 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.
1. (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.
1. 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](create-service-quota-increase.md).
**Note**
If you have a Basic Support plan, then you can't create a **Technical** support case.
1. Verify the **Service**, **Category**, and ** Severity**.
1. 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.
1. **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**
1. **Chat:** Start a live chat with a support agent. If you can't connect to a chat, see [Troubleshooting](troubleshooting-support-cases.md).
(Optional) If you have an AWS Business Support\$1, 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.
1. 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.
## Best practices and target response times for Enterprise Support cases
Before you create a support case, check for events affecting your account resources by visiting your [Health Dashboard](https://phd.aws.amazon.com/phd/home#/). You can verify any AWS service issues in the dashboard. There might be a slight delay in posting incidents. If you're uncertain if there is an active incident, open a support case.
When creating your support case, make sure that you choose the correct severity level and provide as much information as possible. For more information on what kind of information to provide, see the following **Enterprise Support case best practices** section.
Use the following matrix to help you identify the correct severity.
![\[Enterprise Support support case severity matrix\]](http://docs.aws.amazon.com/awssupport/latest/user/images/enterprise-support-sev-matrix.png)
For Critical or Urgent cases, make sure that you leave contact details so that we can reach out to you, if needed.
**Note**
The quickest way to get help is to use the **Chat** or **Phone** contact method.
**Topics**
+ Enterprise Support case target response times
+ Enterprise Support best practices
+ Enterprise Support escalation path
### Enterprise Support case target response times
The following graphic displays the target AWS Support response times for different case severity levels.
![\[Enterprise Support support target response times\]](http://docs.aws.amazon.com/awssupport/latest/user/images/enterprise-support-response-times.png)
### Enterprise Support case best practices
Submit your support case at the appropriate severity level.
+ The appropriate severity level helps make sure that your case is visible across AWS and allows the TAM to manage your issue.
+ Only submit one case for each event or issue.
+ Make sure that you raise cases in the correct AWS account.
Provide as much detailed information as possible, answering the relevant questions provided in the following list:
+ **Who:** Who did what? Who is affected? Who should be looped in? Who have you already talked to?
+ **What:** What happened, exactly. What’s the impact or blast radius? What have you already tried to resolve the issue?
+ **When:** When did or does it happen (date, time, time zone)? When do you need an answer by?
+ **Where:** AWS Region, Availability Zone, specific instance or resource IDs, and other identifiers.
+ **Why:** Why are you opening this case (information, limit raise, event-analysis or RCA, outage)?
+ **How:** Include information on how to reproduce the problem, how to escalate, and how to contact you.
**Note**
You can change the severity of your support case after you create it. For information, see [Changing the severity level of your support case](case-management.md#change-severity-for-support-cases).
**Enterprise Support business critical or production system down**
+ For Business-critical system down or Production system down cases use **Chat** or **Phone** and ensure there are people available at your organization to work the case.
+ Clearly describe the issue including what you’ve tried, what you expect and context. Summarize the business impact.
+ Provide (or start to capture) as many metrics, timings and symptoms as you can. More data means faster diagnosis.
+ Provide a conference bridge. When opening a Business-critical system down issue, provide a conference bridge for the support teams to join to help troubleshoot the problem. As Business-critical system down issues are production down, it's best to get everyone on the phone and come to a common plan of action towards a resolution.
+ Ensure that all activity related to the event is captured in the support case (update from Console, not email). The phone option is good for real-time communications; however, make sure that you record updates and outcomes in the support case.
### Enterprise Support escalation path
You can follow the following step-by-step process when facing an issue.
1. **Check the Health Dashboard** if you think that the issue might be related to abnormal AWS service operations.
1. **Assess case information** as outlined in the Support Case Best Practices section above.
1. **Select the appropriate severity** and use **Phone** or **Chat** if quick response is needed.
1. **Contact your TAM** if you need additional assistance or if you are not getting response as expected.
# View support interactions
Past interactions with AWS Support are saved for 10 years. You can view past interactions from your Support Dashboard by selecting the **List** icon. Then, choose the interaction that you want to view. The AWS Support interaction details appear. If you choose to create a support case from an interaction, then the interaction no longer appears in your past interactions list. The interaction now displays in the **Case details** page of the associated support case.
You can add additional details to the interaction to generate a new response. Or, you can choose to create a Support case from the interaction by choosing **Create a case** on the AWS Support interaction details screen.
# Troubleshooting
If you have difficulty when you create or manage your support case, see the following troubleshooting information.
## I want to reopen a live chat for my case
You can reply to your existing support case to open another chat window. For more information, see [Updating an existing support case](monitoring-your-case.md#update-support-cases).
## I can't connect to a live chat
If you chose the **Chat** option but you can't connect to the chat window, first perform the following checks:
+ Ensure that you've configured your browser to allow pop-up windows in Support Center.
**Note**
Review the settings for your browser. For more information, see the [Chrome Help](https://support.google.com/chrome/answer/95472?hl=en&co=GENIE.Platform%3DDesktop#zippy=%2Callow-pop-ups-and-redirects-from-a-site) and [Firefox Support](https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting) websites.
+ Ensure that you've configured your network so that you can use AWS Support:
+ Your network can access the `*.connect.us-east-1.amazonaws.com` endpoint.
**Note**
For AWS GovCloud (US), the endpoint is `*.connect-fips.us-east-1.amazonaws.com`.
+ Your firewall supports web socket connections.
If you still can’t connect to the chat window, contact AWS Support using email or phone contact options.
# Virtual meetings with AWS Support
Virtual meetings enable you to connect with AWS Support engineers through video calls with screen sharing capabilities. This feature helps you resolve complex technical issues that require visual demonstration or real-time collaboration.
When a support engineer determines that your case requires visual assistance, they can initiate a virtual meeting. You receive a meeting invitation on your case details page in the AWS Support Center. After you accept the invitation, you join a secure video call where you can share your screen and collaborate with the support engineer.
Virtual meetings integrate with Amazon Connect and use WebRTC technology to provide secure, browser-based video conferencing without requiring additional software installation.
Virtual meetings are available in the [commercial AWS Regions](https://docs.aws.amazon.com/glossary/latest/reference/glos-chap.html?icmpid=docs_homepage_addtlrcs#region) only.
**Topics**
+ [Join a virtual meeting](#virtual-meetings-join)
+ [Security and privacy during your virtual meeting](#virtual-meetings-security)
+ [Required IAM permissions for virtual meetings](#virtual-meetings-iam-permissions)
+ [Troubleshooting virtual meetings](#virtual-meetings-troubleshooting)
## Join a virtual meeting
Virtual meetings are initiated by the AWS Support engineer assisting you with your support case. To join a virtual meeting, complete the following steps.
1. When a support engineer initiates a virtual meeting, you see a meeting invitation on the **Case details** page in your support case. To join the meeting, choose **Join virtual meeting** to accept the invitation.
Meeting invitations expire after 10 minutes. If you don't join within this time, request a new meeting from your support engineer.
1. Grant browser permissions for camera and microphone access when prompted.
The virtual meeting opens in a new window and you're connected to the support engineer. You can mute and unmute your microphone, or disconnect from the meeting, useing the buttons at the bottom of the screen.
## Security and privacy during your virtual meeting
Virtual meetings use the same authentication and authorization mechanisms as other AWS Support operations. The following security measures protect your meetings:
+ **Case ownership validation:** You can only join meetings for cases that belong to your AWS account.
+ **AWS Identity and Access Management (IAM) based access control:** You must have the appropriate IAM permissions to join virtual meetings.
+ **Encrypted connections:** All meeting data is transmitted over encrypted WebRTC connections.
+ **Audit logging:** All meeting activities are logged in AWS CloudTrail for compliance and auditing purposes.
**Important**
Virtual meetings are recorded for quality assurance and training purposes. Don't share sensitive information such as passwords or access keys during the meeting.
## Required IAM permissions for virtual meetings
To join virtual meetings, your IAM user or role must have the following permission:
```
{
"Version": "2012-10-17",
"Statement": [{
"Effect": "Allow",
"Action": [
"support:InitiateLiveContactForCase"
],
"Resource": "*"
}]
}
```
For more information about AWS Support permissions, see [Manage access to AWS Support Center](accessing-support.md).
## Troubleshooting virtual meetings
**I can't see the meeting invitation.**
Verify that your support engineer has initiated the meeting. Refresh the case details page. If the invitation still doesn't appear, contact your support engineer through the case correspondence.
**The meeting invitation expired.**
Meeting invitations expire after 10 minutes for security reasons. Request a new meeting invitation from your support engineer.
**I'm experiencing connection issues.**
Check your internet connection. Ensure that your firewall or network security settings allow WebRTC traffic. Try using a different browser or network connection.
**I receive an authorization error.**
Verify that your IAM user or role has permissions for the `support:InitiateLiveContactForCase` action.
# Case management
**Note**
You can revert to the legacy method of case management by choosing **Use the old experience** in the banner at the top of the Support Center console. For more information, see [Legacy experience: Creating support cases and case management](case-management-legacy.md).
In the AWS Management Console, you can create three types of customer cases in Support:
+ **Account and billing** support cases are available to all AWS customers. You can get help with billing and account questions.
+ **Service limit increase** requests are available to all AWS customers. For more information about the default service quotas, formerly referred to as limits, see [AWS service quotas](https://docs.aws.amazon.com/general/latest/gr/aws_service_limits.html) in the *AWS General Reference*.
+ **Technical** support cases connect you to technical support for help with service-related technical issues and, in some cases, third-party applications. If you have Basic Support, you can't create a technical support case.
**Notes**
To change your support plan, see [Change AWS Support Plans](changing-support-plans.md).
To close your account, see [Closing an Account](https://docs.aws.amazon.com//awsaccountbilling/latest/aboutv2/close-account.html) in the *AWS Billing User Guide*.
To find common troubleshooting topics for AWS services, see [Troubleshooting resources](troubleshooting.md).
If you're a customer of an AWS Partner that is part of the AWS Partner Network, and you use Resold Support, contact your AWS Partner directly for any billing related issues. AWS Support can't assist with non-technical issues for Resold Support, such as billing and account management. For more information, see the following topics:
[How AWS Partners can determine AWS Support plans in an organization](https://aws.amazon.com/blogs/mt/aws-partners-determine-aws-support-plans-in-organization/)
[AWS Partner-Led Support](https://aws.amazon.com/premiumsupport/partner-led-support/)
## Describing your problem
Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue. For example, to troubleshoot performance, include timestamps and logs. For feature requests or general guidance questions, include a description of your environment and purpose.
When you provide as much detail as possible, you increase the chances that your case can be resolved quickly.
## Choosing an initial support case severity level
When creating a support case make sure that the right severity is defined and that you provide as much information as possible.
You might want to create a support case at the highest severity that your support plan allows. However, it's a best practice to choose the highest severity only for cases that can't be worked around or that directly affect production applications. For information about building your services so that losing a single resource doesn't affect your applications, see the [Building Fault-Tolerant Applications on AWS](http://media.amazonwebservices.com/AWS_Building_Fault_Tolerant_Applications.pdf) technical paper.
The following table lists the severity levels, response times, and example problems.
**Notes**
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and routes the case according to the new severity level. For more information, see [Changing the severity level of your support case](#change-severity-for-support-cases).
If you have a Basic Support plan, then you can't change the severity level for a support case after you create it. If your situation changes, work with the Support agent.
For more information about the severity level, see the [AWS Support API Reference](https://docs.aws.amazon.com/awssupport/latest/APIReference/API_SeverityLevel.html).
****
| Severity | Severity level code | First-response time | Description and support plan |
| --- | --- | --- | --- |
| **General guidance** | low | 24 hours | You have a general development question, or you want to request a feature. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **System impaired** | normal | 12 hours | Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **Production system impaired** | high | 4 hours | Important functions of your application are impaired or degraded. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **Production system down** | urgent | 1 hour | Your business is significantly impacted. Important functions of your application aren't available. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| Business-critical system down | critical | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/awssupport/latest/user/case-management.html) | Your business is at risk. Critical functions of your application aren't available. |
## Understanding AWS Support response times
AWS Support makes every reasonable effort to respond to your initial request within the indicated timeframe. For information about the scope of support for each Support plan, see [AWS Support features](https://aws.amazon.com/premiumsupport/features/).
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you have round-the-clock access for technical support.
**Note**
If you choose Japanese as your preferred contact language for support cases, support in Japanese may be available as follows:
If you need customer service for non-technical support cases, support in Japanese is available during business hours in Japan defined as 09:00 AM to 06:00 PM Japan Standard Time (GMT\$19), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Japanese.
If you choose Chinese as your preferred contact language for support cases, support in Chinese might be available as follows:
If you need customer service for non-technical support cases, support in Chinese is available 09:00 AM to 06:00 PM (GMT\$18), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Chinese.
If you choose Korean as your preferred contact language for support cases, support in Korean may be available as follows:
If you need customer service for non-technical support cases, support in Korean is available during business hours in Korea defined as 09:00 AM to 06:00 PM Korean Standard Time (GMT\$19), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Korean.
If you choose Turkish as your preferred contact language for support cases, support in Turkish may be available as follows:
If you need customer service for non-technical support cases, support in Turkish is available during business hours in Türkiye defined as 09:00 AM to 06:00 PM (GMT\$13), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in English.
## Changing the severity level of your support case
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and attends to the case according to the new severity level.
**Note**
Japanese (JP) account or billing, Service Quota Increase Request (SQIR), and Turkish (TR) account or billing cases created in these languages have a default severity and can't be changed.
To change the severity of a support case, complete the following steps:
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Select the case that you want to change the severity level for.
1. In **Case details**, choose the pencil icon next to the **Severity** field, as shown in the following example.
![\[The Case details section with the Severity field and pencil icon highlighted.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/case-details-change-severity.png)
1. 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
1. For **Reason for case severity change**, choose from the available options for why you're changing the case severity.
1. (Optional) For **Tell us more**, enter additional information about this change.
1. 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.
![\[The Change case severity screen showing the Contact methods section with the following options: Web, Chat, and Phone.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/change-case-severity-contact-methods.png)
**Note**
If you upgrade your support case severity to **Production system down** or **Business-critical system down**, you must wait 60 minutes before you can change the severity again.
If your support case is currently set to **Business-critical system down**, you're prompted to initiate live contact with AWS Support instead of assigning a higher severity.
If you're raising your support case severity level after already raising it at least once, you might encounter a waiting period. For example, if you change the severity from **System impaired** to **Production system impaired** at 6:00 AM, then your support case falls under the 4-hour first-response time for the **Production system impaired** severity level. In this scenario, you can upgrade the severity level again at 10:00 AM, after the 4-hour window. For a list of first-response times for each severity level, see the table in [Understanding AWS Support response times](#response-times-for-support-cases).
# Request a service quota increase
You can request increases to your service quotas (formerly referred to as limits) to support your workload requirements.
Use the Service Quotas service to request increases directly for your services. For more information, see the following documentation:
+ [What is Service Quotas?](https://docs.aws.amazon.com/servicequotas/latest/userguide/intro.html) in the *Service Quotas User Guide*
+ [Requesting a quota increase](https://docs.aws.amazon.com/servicequotas/latest/userguide/request-quota-increase.html) in the *Service Quotas User Guide*
At this time, Service Quotas doesn't support service quotas for all AWS services in all AWS Regions. If your AWS service or AWS Region isn't available in the [Service Quotas console](https://console.aws.amazon.com/servicequotas/home), complete the following steps to create a support case to request the quota increase:
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. On the **Support interactions** page, enter details about this service limit increase. When prompted, choose **Create a case**. Many of the Support case fields will be pre-populated with the text that you entered during your interaction. You can edit these fields as needed. For additional details on creating a support interaction, see [Create a support interaction](create-support-interaction.md).
1. For **Case type**, select **Service quotas**.
1. For **Service**, select **Service Limit increase**.
1. For **Category**, select the type of increase that you're requesting from the list. Only service limit increase requests available in Support Center are listed here. For other types of service limit requests, see [Requesting a quota increase](https://docs.aws.amazon.com/servicequotas/latest/userguide/request-quota-increase.html) in the *Service Quotas User Guide*.
1. (Optional) From the **Preferred contact language** drop down, select the language that you want AWS Support to use when corresponding with you.
1. For **Region**, select the AWS Region where you're requesting the increase.
**Note**
AWS Region selection isn't available if you selected **General** as the **Category**.
1. (Optional) To request multiple limit increases, choose **Add another limit** and then choose another AWS Region.
1. Enter a **Description** for this service quota increase or multiple increases. You can attach files, if necessary.
1. Choose ** Next step: Solve now or contact us**.
1. For **Contact options**, choose one of the following options:
+ **Web** – Receive a reply in Support Center.
+ **Chat** – Start a live chat with a support agent. If you can't connect to a chat, see [Troubleshooting](troubleshooting-support-cases.md).
+ **Phone** – Receive a phone call from a support agent. If you choose this option, enter the following information:
+ **Country/Region**
+ **Phone number**
+ **(Optional) Extension**
1. 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.
# Legacy experience: Creating support cases and case management
**Important**
You can revert to the legacy method of case management by choosing **Use the old experience** in the banner at the top of the Support Center console.
In the AWS Management Console, you can create three types of customer cases in Support:
+ **Account and billing** support cases are available to all AWS customers. You can get help with billing and account questions.
+ **Service limit increase** requests are available to all AWS customers. For more information about the default service quotas, formerly referred to as limits, see [AWS service quotas](https://docs.aws.amazon.com/general/latest/gr/aws_service_limits.html) in the *AWS General Reference*.
+ **Technical** support cases connect you to technical support for help with service-related technical issues and, in some cases, third-party applications. If you have Basic Support, you can't create a technical support case.
**Notes**
To change your support plan, see [Change AWS Support Plans](changing-support-plans.md).
To close your account, see [Closing an Account](https://docs.aws.amazon.com//awsaccountbilling/latest/aboutv2/close-account.html) in the *AWS Billing User Guide*.
To find common troubleshooting topics for AWS services, see [Troubleshooting resources](troubleshooting.md).
If you're a customer of an AWS Partner that is part of the AWS Partner Network, and you use Resold Support, contact your AWS Partner directly for any billing related issues. AWS Support can't assist with non-technical issues for Resold Support, such as billing and account management. For more information, see the following topics:
[How AWS Partners can determine AWS Support plans in an organization](https://aws.amazon.com/blogs/mt/aws-partners-determine-aws-support-plans-in-organization/)
[AWS Partner-Led Support](https://aws.amazon.com/premiumsupport/partner-led-support/)
## Creating a support case
You can create a support case in the Support Center of the AWS Management Console.
**Notes**
You can sign in to Support Center as an AWS Identity and Access Management (IAM) user. For more information, see [Manage access to AWS Support Center](accessing-support.md).
If you can't sign in to Support Center and create a support case, you can use the [Contact Us](https://aws.amazon.com/contact-us/) page instead. You can use this page to get help with billing and account issues.
**To create a support case**
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[alt text not found\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Choose **Create case**.
1. Choose one of the following options:
+ **Account and billing**
+ **Technical**
+ For service quota increases, choose **Looking for service quota increases?** and then follow the instructions for [Request a service quota increase](create-service-quota-increase.md).
1. Choose the **Service**, **Category**, and **Severity**.
**Tip**
You can use the recommended solutions that appear for commonly asked questions.
1. Choose **Next step: Additional information**
1. On the **Additional information** page, for **Subject**, enter a title about your issue.
1. 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
1. (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.
1. Choose **Next step: Solve now or contact us**.
1. On the **Contact us** page, choose your preferred language.
1. Choose your preferred contact method. You can choose one of the following options:
1. **Web** – Receive a reply in Support Center.
1. **Chat** – Start a live chat with a support agent. If you can't connect to a chat, see [Troubleshooting](troubleshooting-support-cases.md).
1. **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.
1. (Optional) If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations 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](https://console.aws.amazon.com/billing/home?#/account) page receives copies of the case correspondence, but only for the specific case types of account and billing, and technical.
1. Review your case details and then choose **Submit**. Your case ID number and summary appear.
## Describing your problem
Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue. For example, to troubleshoot performance, include timestamps and logs. For feature requests or general guidance questions, include a description of your environment and purpose. In all cases, follow the **Description Guidance** that appears on your case submission form.
When you provide as much detail as possible, you increase the chances that your case can be resolved quickly.
## Choosing an initial support case severity level
You might want to create a support case at the highest severity that your support plan allows. However, it's a best practice to choose the highest severity only for cases that can't be worked around or that directly affect production applications. For information about building your services so that losing a single resource doesn't affect your applications, see the [Building Fault-Tolerant Applications on AWS](http://media.amazonwebservices.com/AWS_Building_Fault_Tolerant_Applications.pdf) technical paper.
The following table lists the severity levels, response times, and example problems.
**Notes**
If you have Enterprise Support or an Enterprise On-Ramp plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and routes the case according to the new severity level. For more information, see [Changing the severity level of your support case](case-management.md#change-severity-for-support-cases).
If you don't have Enterprise support or an Enterprise On-Ramp plan, then you can't change the severity level for a support case after you create it. If your situation changes, work with the Support agent for your support case.
For more information about the severity level, see the [AWS Support API Reference](https://docs.aws.amazon.com/awssupport/latest/APIReference/API_SeverityLevel.html).
****
| Severity | Severity level code | First-response time | Description and support plan |
| --- | --- | --- | --- |
| **General guidance** | low | 24 hours | You have a general development question, or you want to request a feature. (\$1Developer, AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **System impaired** | normal | 12 hours | Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question. (\$1Developer, AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **Production system impaired** | high | 4 hours | Important functions of your application are impaired or degraded. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **Production system down** | urgent | 1 hour | Your business is significantly impacted. Important functions of your application aren't available. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| Business-critical system down | critical | 15 minutes | Your business is at risk. Critical functions of your application aren't available (Enterprise Support plan). Note that this is 30 minutes for the Enterprise On-Ramp Support plan. |
## Understanding AWS Support response times
AWS Support makes every reasonable effort to respond to your initial request within the indicated timeframe. For information about the scope of support for each Support plan, see [AWS Support features](https://aws.amazon.com/premiumsupport/features/).
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you have round-the-clock access for technical support. \$1For Developer Support, response targets for support cases are calculated in business hours. Business hours are generally defined as 08:00 to 18:00 in the customer country, excluding holidays and weekends. These times can vary in countries with multiple time zones. The customer country information appears in the **Contact Information** section of the [My Account](https://console.aws.amazon.com/billing/home#/account) page in the AWS Management Console.
**Note**
If you choose Japanese as your preferred contact language for support cases, support in Japanese may be available as follows:
If you need customer service for non-technical support cases, or if you have a Developer Support plan and need technical support, support in Japanese is available during business hours in Japan defined as 09:00 AM to 06:00 PM Japan Standard Time (GMT\$19), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Japanese.
If you choose Chinese as your preferred contact language for support cases, support in Chinese may be available as follows:
If you need customer service for non-technical support cases, support in Chinese is available 09:00 AM to 06:00 PM (GMT\$18), excluding holidays and weekends.
If you have a Developer Support plan, technical support in Chinese is available during business hours generally defined as 8:00 AM to 6:00 PM in your country as set in [My Account](https://console.aws.amazon.com/billing/home?#/account), excluding holidays and weekends. These times may vary in countries with multiple time zones.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Chinese.
If you choose Korean as your preferred contact language for support cases, support in Korean may be available as follows:
If you need customer service for non-technical support cases, support in Korean is available during business hours in Korea defined as 09:00 AM to 06:00 PM Korean Standard Time (GMT\$19), excluding holidays and weekends.
If you have a Developer Support plan, technical support in Korean is available during business hours generally defined as 8:00 AM to 6:00 PM in your country as set in [My Account](https://console.aws.amazon.com/billing/home?#/account), excluding holidays and weekends. These times may vary in countries with multiple time zones.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Korean.
## Changing the severity level of your support case
If you have Enterprise Support or an Enterprise On-Ramp plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and attends to the case according to the new severity level.
**Note**
Japanese (JP) account or billing, Service Quota Increase Request (SQIR), and Turkish (TR) account or billing cases created in these languages have a default severity and can't be changed.
To change the severity of a support case, complete the following steps:
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[alt text not found\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Select the case that you want to change the severity level for.
1. In **Case details**, choose the pencil icon next to the **Severity** field, as shown in the following example.
![\[The Case details section with the Severity field and pencil icon highlighted.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/case-details-change-severity.png)
1. 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
1. For **Reason for case severity change**, choose from the available options for why you're changing the case severity.
1. (Optional) For **Tell us more**, enter additional information about this change.
1. 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.
![\[The Change case severity screen showing the Contact methods section with the following options: Web, Chat, and Phone.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/change-case-severity-contact-methods.png)
**Note**
If you upgrade your support case severity to **Production system down** or **Business-critical system down**, you must wait 60 minutes before you can change the severity again.
If your support case is currently set to **Business-critical system down**, you're prompted to initiate live contact with AWS Support instead of assigning a higher severity.
If you're raising your support case severity level after already raising it at least once, you might encounter a waiting period. For example, if you change the severity from **System impaired** to **Production system impaired** at 6:00 AM, then your support case falls under the 4-hour first-response time for the **Production system impaired** severity level. In this scenario, you can upgrade the severity level again at 10:00 AM, after the 4-hour window. For a list of first-response times for each severity level, see the table in [Understanding AWS Support response times](case-management.md#response-times-for-support-cases).
# Example: Create a support case for account and billing
The following example is a support case for a billing and account issue.
![\[Interface to create support cases in the AWS Support Center Console.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/support-center-create-support-billing-case.png)
1. **Create case** – Choose the type of case to create. In this example, the case type is **Account and billing**.
**Note**
If you have the Basic Support plan, you can't create a technical support case.
1. **Service** – If your question affects multiple services, choose the service that's most applicable.
1. **Category** – Choose the category that best fits your use case. When you choose a category, links to information that might resolve your problem appear below.
1. **Severity** – Customers with a paid support plan can choose the **General guidance** (1-day response time) or **System impaired** (12-hour response time) severity level. Customers with a Business Support plan can also choose **Production system impaired** (4-hour response) or **Production system down** (1-hour response). Customers with an Enterprise On-Ramp or Enterprise Support plan can choose **Business-critical system down** (15-minute response for Enterprise Support and 30-minute response for Enterprise On-Ramp).
Response times are for first response from AWS Support. These response times don't apply to subsequent responses. For third-party issues, response times can be longer, depending on the availability of skilled personnel. For more information, see [Choosing an initial support case severity level](case-management.md#choosing-severity).
**Note**
Based on your category choice, you might be prompted for more information.
After you specify the case type and classification, you can specify the description and how you want to be contacted.
![\[Add more information about a billing issue in the AWS Support Center Console.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/support-center-additional-information.png)
1. **Subject** – Enter a title that briefly describes your issue.
1. **Description** – Describe your support case. This is the most important information that you provide to Support. For some service and category combinations, a prompt appears with related information. Use these links to help resolve your issue. For more information, see [Describing your problem](case-management.md#describing-your-problem).
1. **Attachments** – Attach screenshots and other files that can help support agents resolve your case faster. You can attach up to three files. Each file can be up to 5 MB.
After you add your case details, you can choose how you want to be contacted.
![\[Add more information about a billing issue in the AWS Support Center Console.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/support-center-choose-contact-method-basic-plan-with-language.png)
1. **Preferred contact language** – Choose your preferred language. Currently you can choose Chinese, English, Japanese, or Korean. The customized contact options in your preferred language will be shown by your support plan.
1. Choose a contact method. The contact options that appear depend on the type of case and your support plan.
+ If you choose **Web**, you can read and respond to the case progress in Support Center.
+ Choose **Chat** or **Phone**. If you choose **Phone**, you're prompted for a callback number.
1. Choose **Submit** when your information is complete and you're ready to create the case.
**Note**
If you choose Japanese as your preferred contact language for support cases, support in Japanese may be available as follows:
If you need customer service for non-technical support cases, or if you have a Developer Support plan and need technical support, support in Japanese is available during business hours in Japan defined as 09:00 AM to 06:00 PM Japan Standard Time (GMT\$19), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available 24/7 in Japanese.
If you choose Chinese as your preferred contact language for support cases, support in Chinese may be available as follows:
If you need customer service for non-technical support cases, support in Chinese is available 09:00 AM to 06:00 PM (GMT\$18), excluding holidays and weekends.
If you have a Developer Support plan, technical support in Chinese is available during business hours generally defined as 8:00 AM to 6:00 PM in your country as set in [My Account](https://console.aws.amazon.com/billing/home?#/account), excluding holidays and weekends. These times may vary in countries with multiple time zones.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available 24/7 in Chinese.
If you choose Korean as your preferred contact language for support cases, support in Korean may be available as follows:
If you need customer service for non-technical support cases, support in Korean is available during business hours in Korea defined as 09:00 AM to 06:00 PM Korean Standard Time (GMT\$19), excluding holidays and weekends.
If you have a Developer Support plan, technical support in Korean is available during business hours generally defined as 8:00 AM to 6:00 PM in your country as set in [My Account](https://console.aws.amazon.com/billing/home?#/account), excluding holidays and weekends. These times may vary in countries with multiple time zones.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available 24/7 in Korean.
# Legacy experience: Updating, resolving, and reopening your case
After you create your support case, you can monitor the status of your case in Support Center. A new case begins in the **Unassigned** state. When a support agent begins work on a case, the status changes to **Work in Progress**. The support agent might respond to your case to ask for more information (**Pending Customer Action**) or to let you know that the case is being investigated (**Pending Amazon Action**).
When your case is updated, you receive an email with the correspondence and a link to the case in Support Center. Use the link in the email message to navigate to the support case. You can't respond to case correspondences by email.
**Notes**
You must sign in to the AWS account that submitted the support case. If you sign in as an AWS Identity and Access Management (IAM) user, you must have the required permissions to view support cases. For more information, see [Manage access to AWS Support Center](accessing-support.md).
If you don't respond to the case within a few days, AWS Support resolves the case automatically.
Support cases that have been in the resolved state for more than 14 days can't be reopened. If you have a similar issue that is related to the resolved case, you can create a related case. For more information, see [Creating a related case](#permanently-closed-cases).
**Topics**
+ [Updating an existing support case](#update-support-cases)
+ [Resolving a support case](#resolve-a-support-case)
+ [Reopening a resolved case](#reopen-close-cases)
+ [Creating a related case](#permanently-closed-cases)
+ [Case history](#case-history)
## Updating an existing support case
You can update your case to provide more information for the support agent. For example, you can reply to correspondences, start another live chat, add additional email recipients, and so on.
**Note**
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you can reassign your support case severity level to reflect changes to urgency and business impact. If you don't have one of these support plans, then you can't update the severity of your case. For more information, see [Choosing an initial support case severity level](case-management.md#choosing-severity) and [Changing the severity level of your support case](case-management.md#change-severity-for-support-cases).
**To update an existing support case**
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Under **Open support cases**, choose the **Subject** of the support case.
1. Choose **Reply**. In the **Correspondence** section, you can also make any of the following changes:
+ Provide information that the support agent requested
+ Upload file attachments
+ Change your preferred contact method
+ Add email addresses to receive case updates
1. Choose **Submit**.
**Tip**
If you closed a chat window and you want to start another live chat, add a **Reply** to your support case, choose **Chat**, and then choose **Submit**. A new pop-up chat window opens.
## Resolving a support case
When you're satisfied with the response or your problem is solved, you can resolve the case in Support Center.
**To resolve a support case**
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Under **Open support cases**, choose the **Subject** of the support case that you want to resolve.
1. (Optional) Choose **Reply** and in the **Correspondence** section, enter why you're resolving the case, and then choose **Submit**. For example, you can enter information about how you fixed the issue yourself in case you need this information for future reference.
1. Choose **Resolve case**.
1. In the dialog box, choose **Ok** to resolve the case.
**Note**
If AWS Support resolved your case for you, you can use the feedback link to provide more information about your experience with AWS Support.
**Example : Feedback links**
The following screenshot shows the feedback links in the correspondence of a case in Support Center.
![\[Screenshot of how to submit case feedback information in Support Center.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/support-feedback-link.png)
## Reopening a resolved case
If you're experiencing the same issue again, you can reopen the original case. Provide details about when the issue occurred again and what troubleshooting steps that you tried. Include any related case numbers so that the support agent can refer to previous correspondences.
**Notes**
You can reopen your support case up to 14 days from when your issue was resolved. However, you can't reopen a case that has been inactive for more than 14 days. You can create a new case or a related case. For more information, see [Creating a related case](#permanently-closed-cases).
If you reopen an existing case that has different information than your current issue, the support agent might ask you to create a new case.
**To reopen a resolved case**
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Choose **View all cases** and then choose the **Subject** or the **Case ID** of the support case that you want to reopen.
1. Choose **Reopen case**.
1. Under **Correspondence**, for **Reply**, enter the case details.
1. (Optional) Choose **Choose files** to attach files to your case. You can attach up to 3 files.
1. For **Contact methods**, choose one of the following options:
+ **Web** – Get notified by email and the Support Center.
+ **Chat** – Chat online with a support agent.
+ **Phone** – Receive a phone call from a support agent.
1. (Optional) For **Additional contacts**, enter email addresses for other people that you want to receive case correspondences.
1. Review your case details and choose **Submit**.
## Creating a related case
After 14 days of inactivity, you can't reopen a resolved case. If you have a similar issue that is related to the resolved case, you can create a related case. This related case will include a link to the previously resolved case, so that the support agent can review the previous case details and correspondences. If you're experiencing a different issue, we recommend that you create a new case.
**To create a related case**
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Choose **View all cases** and then choose the **Subject** or the **Case ID** of the support case that you want to reopen.
1. Choose **Reopen case**.
1. In the dialog box, choose **Create related case**. The previous case information will be automatically added to your related case. If you have a different issue, choose **Create new case**.
![\[Screenshot of how to create a new case or a related case in Support Center.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/open-related-case-support-center.png)
1. Follow the same steps to create your case. See [Creating a support case](case-management-legacy.md#creating-a-support-case-legacy).
**Note**
By default, your related case has the same **Type**, **Category**, and **Severity** of the previous case. You can update the case details as needed.
1. Review your case details and choose **Submit**.
After you create your case, the previous case appears in the **Related cases** section, such as in the following example.
![\[Screenshot of a related case in Support Center.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/related-cases-in-support-center.png)
## Case history
You can view case history information up to 24 months after you create a case.
# Using AWS Support with an AWS SDK
AWS software development kits (SDKs) are available for many popular programming languages. Each SDK provides an API, code examples, and documentation that make it easier for developers to build applications in their preferred language.
| SDK documentation | Code examples |
| --- | --- |
| [AWS SDK for C\$1\$1](https://docs.aws.amazon.com/sdk-for-cpp) | [AWS SDK for C\$1\$1 code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/cpp) |
| [AWS CLI](https://docs.aws.amazon.com/cli) | [AWS CLI code examples](https://docs.aws.amazon.com/code-library/latest/ug/cli_2_code_examples.html) |
| [AWS SDK for Go](https://docs.aws.amazon.com/sdk-for-go) | [AWS SDK for Go code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/gov2) |
| [AWS SDK for Java](https://docs.aws.amazon.com/sdk-for-java) | [AWS SDK for Java code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/javav2) |
| [AWS SDK for JavaScript](https://docs.aws.amazon.com/sdk-for-javascript) | [AWS SDK for JavaScript code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/javascriptv3) |
| [AWS SDK for Kotlin](https://docs.aws.amazon.com/sdk-for-kotlin) | [AWS SDK for Kotlin code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/kotlin) |
| [AWS SDK for .NET](https://docs.aws.amazon.com/sdk-for-net) | [AWS SDK for .NET code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/dotnetv3) |
| [AWS SDK for PHP](https://docs.aws.amazon.com/sdk-for-php) | [AWS SDK for PHP code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/php) |
| [AWS Tools for PowerShell](https://docs.aws.amazon.com/powershell) | [AWS Tools for PowerShell code examples](https://docs.aws.amazon.com/code-library/latest/ug/powershell_5_code_examples.html) |
| [AWS SDK for Python (Boto3)](https://docs.aws.amazon.com/pythonsdk) | [AWS SDK for Python (Boto3) code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/python) |
| [AWS SDK for Ruby](https://docs.aws.amazon.com/sdk-for-ruby) | [AWS SDK for Ruby code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/ruby) |
| [AWS SDK for Rust](https://docs.aws.amazon.com/sdk-for-rust) | [AWS SDK for Rust code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/rustv1) |
| [AWS SDK for SAP ABAP](https://docs.aws.amazon.com/sdk-for-sapabap) | [AWS SDK for SAP ABAP code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/sap-abap) |
| [AWS SDK for Swift](https://docs.aws.amazon.com/sdk-for-swift) | [AWS SDK for Swift code examples](https://github.com/awsdocs/aws-doc-sdk-examples/tree/main/swift) |
**Example availability**
Can't find what you need? Request a code example by using the **Provide feedback** link at the bottom of this page.