# Case management
**Note**
You can revert to the legacy method of case management by choosing **Use the old experience** in the banner at the top of the Support Center console. For more information, see [Legacy experience: Creating support cases and case management](case-management-legacy.md).
In the AWS Management Console, you can create three types of customer cases in Support:
+ **Account and billing** support cases are available to all AWS customers. You can get help with billing and account questions.
+ **Service limit increase** requests are available to all AWS customers. For more information about the default service quotas, formerly referred to as limits, see [AWS service quotas](https://docs.aws.amazon.com/general/latest/gr/aws_service_limits.html) in the *AWS General Reference*.
+ **Technical** support cases connect you to technical support for help with service-related technical issues and, in some cases, third-party applications. If you have Basic Support, you can't create a technical support case.
**Notes**
To change your support plan, see [Change AWS Support Plans](changing-support-plans.md).
To close your account, see [Closing an Account](https://docs.aws.amazon.com//awsaccountbilling/latest/aboutv2/close-account.html) in the *AWS Billing User Guide*.
To find common troubleshooting topics for AWS services, see [Troubleshooting resources](troubleshooting.md).
If you're a customer of an AWS Partner that is part of the AWS Partner Network, and you use Resold Support, contact your AWS Partner directly for any billing related issues. AWS Support can't assist with non-technical issues for Resold Support, such as billing and account management. For more information, see the following topics:
[How AWS Partners can determine AWS Support plans in an organization](https://aws.amazon.com/blogs/mt/aws-partners-determine-aws-support-plans-in-organization/)
[AWS Partner-Led Support](https://aws.amazon.com/premiumsupport/partner-led-support/)
## Describing your problem
Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue. For example, to troubleshoot performance, include timestamps and logs. For feature requests or general guidance questions, include a description of your environment and purpose.
When you provide as much detail as possible, you increase the chances that your case can be resolved quickly.
## Choosing an initial support case severity level
When creating a support case make sure that the right severity is defined and that you provide as much information as possible.
You might want to create a support case at the highest severity that your support plan allows. However, it's a best practice to choose the highest severity only for cases that can't be worked around or that directly affect production applications. For information about building your services so that losing a single resource doesn't affect your applications, see the [Building Fault-Tolerant Applications on AWS](http://media.amazonwebservices.com/AWS_Building_Fault_Tolerant_Applications.pdf) technical paper.
The following table lists the severity levels, response times, and example problems.
**Notes**
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and routes the case according to the new severity level. For more information, see [Changing the severity level of your support case](#change-severity-for-support-cases).
If you have a Basic Support plan, then you can't change the severity level for a support case after you create it. If your situation changes, work with the Support agent.
For more information about the severity level, see the [AWS Support API Reference](https://docs.aws.amazon.com/awssupport/latest/APIReference/API_SeverityLevel.html).
****
| Severity | Severity level code | First-response time | Description and support plan |
| --- | --- | --- | --- |
| **General guidance** | low | 24 hours | You have a general development question, or you want to request a feature. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **System impaired** | normal | 12 hours | Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **Production system impaired** | high | 4 hours | Important functions of your application are impaired or degraded. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| **Production system down** | urgent | 1 hour | Your business is significantly impacted. Important functions of your application aren't available. (AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan) |
| Business-critical system down | critical | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/awssupport/latest/user/case-management.html) | Your business is at risk. Critical functions of your application aren't available. |
## Understanding AWS Support response times
AWS Support makes every reasonable effort to respond to your initial request within the indicated timeframe. For information about the scope of support for each Support plan, see [AWS Support features](https://aws.amazon.com/premiumsupport/features/).
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you have round-the-clock access for technical support.
**Note**
If you choose Japanese as your preferred contact language for support cases, support in Japanese may be available as follows:
If you need customer service for non-technical support cases, support in Japanese is available during business hours in Japan defined as 09:00 AM to 06:00 PM Japan Standard Time (GMT\$19), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Japanese.
If you choose Chinese as your preferred contact language for support cases, support in Chinese might be available as follows:
If you need customer service for non-technical support cases, support in Chinese is available 09:00 AM to 06:00 PM (GMT\$18), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Chinese.
If you choose Korean as your preferred contact language for support cases, support in Korean may be available as follows:
If you need customer service for non-technical support cases, support in Korean is available during business hours in Korea defined as 09:00 AM to 06:00 PM Korean Standard Time (GMT\$19), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in Korean.
If you choose Turkish as your preferred contact language for support cases, support in Turkish may be available as follows:
If you need customer service for non-technical support cases, support in Turkish is available during business hours in Türkiye defined as 09:00 AM to 06:00 PM (GMT\$13), excluding holidays and weekends.
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, technical support is available all day, every day in English.
## Changing the severity level of your support case
If you have a AWS Business Support\$1, AWS Enterprise Support, or AWS Unified Operations plan, you can reassign your support case severity level to reflect changes to urgency and business impact. For example, you can change your support case from **System impaired** to **Production system impaired**. When you change the case severity, AWS Support receives notification and attends to the case according to the new severity level.
**Note**
Japanese (JP) account or billing, Service Quota Increase Request (SQIR), and Turkish (TR) account or billing cases created in these languages have a default severity and can't be changed.
To change the severity of a support case, complete the following steps:
1. Sign in to the [AWS Support Center Console](https://console.aws.amazon.com/support).
**Tip**
In the AWS Management Console, you can also choose the question mark icon (![\[Question mark icon representing help or information.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/questionmark.png)) and then choose **Support Center**.
1. Select the case that you want to change the severity level for.
1. In **Case details**, choose the pencil icon next to the **Severity** field, as shown in the following example.
![\[The Case details section with the Severity field and pencil icon highlighted.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/case-details-change-severity.png)
1. For **Severity**, choose the new severity level from the following options:
+ General guidance
+ System impaired
+ Production system impaired
+ Production system down
+ Business-critical system down
1. For **Reason for case severity change**, choose from the available options for why you're changing the case severity.
1. (Optional) For **Tell us more**, enter additional information about this change.
1. Do one of the following:
+ If you're lowering the support case severity, or if you're raising it from **General guidance** to **System impaired** or **Production system impaired**, choose **Update**.
+ If you're raising the severity to **Production system down** or **Business-critical system down**, use one of the options in the **Contact methods** section to engage with AWS Support, and then choose **Update**. The following example shows the options available in the **Contact methods** section.
![\[The Change case severity screen showing the Contact methods section with the following options: Web, Chat, and Phone.\]](http://docs.aws.amazon.com/awssupport/latest/user/images/change-case-severity-contact-methods.png)
**Note**
If you upgrade your support case severity to **Production system down** or **Business-critical system down**, you must wait 60 minutes before you can change the severity again.
If your support case is currently set to **Business-critical system down**, you're prompted to initiate live contact with AWS Support instead of assigning a higher severity.
If you're raising your support case severity level after already raising it at least once, you might encounter a waiting period. For example, if you change the severity from **System impaired** to **Production system impaired** at 6:00 AM, then your support case falls under the 4-hour first-response time for the **Production system impaired** severity level. In this scenario, you can upgrade the severity level again at 10:00 AM, after the 4-hour window. For a list of first-response times for each severity level, see the table in [Understanding AWS Support response times](#response-times-for-support-cases).