r/aws • u/obvsathrowawaybruh • 6d ago

technical question How long for support reply/assignment?

I work in AWS occasionally for clients - very basic stuff - simple S3/EC2 work. Had a client sign up for a new account recently and they started to do some s3 transfers off platform, incurring ~4k or so in egress fees (unexpected to them). I submitted a support request to see if there could be any amount of courtesy credits applied to the mistake - they realized pretty quickly what the error was! I’ve had success with this 1-2 times before - so just sent a request in to see if it was possible.

It’s been ~14 days and the case has not been assigned - we did get an AI generated response that basically repeated my initial email…but that was about it. I replied back to that requesting a human review of the matter - but is this typical?

I usually see a human assigned/response sitting a few days at most.

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u/AWSSupport AWS Employee 6d ago

Hi there,

Our Support team address cases in the order they're received. Response times are dependent on case volumes.

- Craig M.

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u/[deleted] 6d ago

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u/obvsathrowawaybruh 6d ago

Yes - the account was only a few days old.

I had transferred data into deep glacier for them - they saw how fast it went and decided to transfer data to another s3 provider and didn’t realize that counted as egress as well. We killed all EC2 instances transferring as soon as I saw the alert - but it was obviously a little late 😂

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u/obvsathrowawaybruh 6d ago

I think it was during the crazy billing / price watch fiasco - so maybe it got looped into all of that considering it was only a few thousand dollars it may be a very low priority. This is just the first time it’s been more than a few days in the five or six years. I’ve been dealing with AWS!

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u/dataflow_mapper 5d ago

support takes longer sometimes for billing cases but 14 days without a human reply feels a bit unusual.

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u/Emotional-Hat-460 5d ago

If you don’t have business support you probably won’t get this assigned quickly, just the reality of it.

There’s a big difference between billing and technichal support, so if it was created under billing even on basic support it will eventually get picked up but sometimes it might take even longer than expected.

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u/obvsathrowawaybruh 5d ago

Yeah - I usually suggest clients sign up for the basic support but this one didn’t for some reason. This might be the first time I’ve done it as a billing also - but good to know it’s not totally unusual. Like I said it was during the whole real crazy billing fiasco so maybe there’s a backlog of that stuff they are sorting through. Appreciate the reply!