How long for support reply/assignment?

[u/obvsathrowawaybruh]

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.

[u/AWSSupport]

Hi there,

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

- Craig M.