My AWS support case has been sitting without a response for about two weeks. We're a startup, and it's becoming difficult to justify staying with AWS when we can't get help with a basic issue. The account is on the Basic Support plan, and the ticket is related to getting SMS service enabled outside the sandbox. Are there any practical ways to get the case moving, or do we need to upgrade our support plan?
3 Answers
Check which support plan you’re actually using and make sure the case is categorized with the right service and urgency. For anything blocking production, upgrading to Business Support+ is probably the realistic solution rather than relying on Basic Support.
AWS support experiences vary, but the paid tiers are the important distinction here. Enterprise Support is aimed at organizations that need dedicated account guidance, while Business Support+ should be enough for most startups that need real-time or faster technical help.
Basic Support doesn’t include a response-time SLA, so cases can sit until AWS gets to them. If you’re running production workloads, Business Support+ is generally the minimum tier where you can expect more reliable and timely assistance.
That makes sense. We’re currently on Basic, and the issue is specifically getting the SMS service moved out of its sandbox restrictions.