AWS, Enterprise Support
How to open an enterprise support case
Enterprise Support is available on all university AWS accounts.
Enterprise Support offers enhanced technical support:
24x7 access to Cloud Support Engineers via phone, chat, and email. You can open an unlimited amount of cases. Response times for general guidance is less than 24 hours, system impaired is less than 12 hours, production system impaired is less than 4 hours, production system down is less than an hour, and business critical system down is less than 15 minutes.
Opening a support ticket with AWS:
Click Support > Support Center in the upper-right corner
Click Create Case
Fill out the desired form with details of your issue.