Final answer:
AWS Support has five severity levels for support cases: General guidance, System impaired, Production system impaired, Production system down, and Business-critical system down. These levels range from general questions to critical system failures, impacting response times and prioritization by AWS Support.
Step-by-step explanation:
AWS Support offers five different severity levels for support cases. These levels help classify the urgency and impact of an issue:
- General guidance (‘How do I…?’ questions)
- System impaired (Non-critical functions are affected)
- Production system impaired (System performance or functionality is impacted)
- Production system down (Service is unusable, causing a critical impact)
- Business-critical system down (Critical business impact, service is unusable)
These support case levels are crucial in determining the response times and prioritization by AWS Support teams. For the most severe issues ('Production system down' and 'Business-critical system down'), AWS provides the shortest response times to help users resolve critical system failures quickly and minimize downtime.