How to effectively use AWS Support for public sector organizations

This article provides guidance for public sector organizations on maximizing AWS Support effectiveness through proper case management and communication strategies.

• Choose appropriate severity levels to ensure proper case prioritization and response times
• Use live chat or phone for high-severity or blocking issues to reduce response time
• Escalate complex issues to service engineering teams through support engineers
• Include business impact data: end-user impact, scale, mission, and monetary consequences
• Provide ARNs, service logs as text, and incident timestamps for troubleshooting
• Keep cases active with updates; reopen resolved cases if issues resurface
• Check AWS Health Dashboard, Trusted Advisor, and Amazon Q before opening cases
• Use support proactively for development blockers, not just emergencies

Effective AWS Support usage combines proper severity selection, right communication channels, comprehensive troubleshooting data, and proactive engagement to accelerate issue resolution.