AWS Support case severity and response times

There are five severity levels:

  • Critical—Your business is at risk. Critical functions of your application are unavailable.
  • Urgent—Your business is significantly impacted. Important functions of your application are unavailable.
  • High—Important functions of your application are impaired or degraded.
  • Normal—Noncritical functions of your application are behaving abnormally, or you have a time-sensitive development question.
  • Low—You have a general development question, or you want to request a feature.

These response times should be considered when you determine which support plan is best for your organization.

CriticalUrgentHighNormalLow
BasicN/AN/AN/AN/AN/A
Developer Plan (business hours) N/AN/AN/A12 hours or less24 hours or less
Business Plan (24/7) N/A1 hour or less4 hours or less12 hours or less24 hours or less
Enterprise Plan (24/7)15 minutes or less1 hour or less4 hours or less12 hours or less24 hours or less
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Viet Luu has written 276 articles

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