# AWS Support AWS Support is a built-in Insulin app that lists your organization's AWS Support cases, opens new ones, and carries the conversation with AWS — without leaving the workspace. --- ## What It Is AWS Support opens as its own resizable window on the Insulin desktop. It shows the same cases as the classic console's **AWS Support** tab, because it talks to the same backend and the same AWS account — so a case you open here is an ordinary AWS support case, visible and manageable in the AWS Support Center too. Use it to check on an open case, open a new one, and reply to AWS while you are working in Insulin. ## Opening the App **AWS Support is not pinned to the Dock by default.** Open it from the **Search apps…** launcher in the System Bar — click it, or press **Cmd/Ctrl + Space**, then type *AWS Support*. ## Prerequisite: a verified AWS Support integration The app is gated on your organization having a **verified AWS Support integration**. Without one, the window shows: > **AWS Support is not connected** > > This organization hasn't connected AWS Support yet, so cases can't be opened here. Connect it in the Console under Settings → Integrations → AWS Support (requires a Business, Enterprise On-Ramp, or Enterprise Support plan on your AWS account). ![The AWS Support app before the integration is connected — the message naming the required AWS support plan](images/17-aws-support-not-connected.png) :::warning **The gate is AWS's own support-plan tier, not a Suger setting.** The AWS Support API is only available on **Business**, **Enterprise On-Ramp**, and **Enterprise** Support plans. On a **Basic** or **Developer** plan the integration cannot be verified at all, so this app cannot be used — upgrading the AWS account's support plan is the only way through. ::: Connecting the integration (including the IAM permissions it needs) is a one-time setup done in the classic console. See [AWS Support Cases](/aws-marketplace/support-cases/) for the full prerequisites. ## The Case List The window lists every AWS Support case on your organization, with these columns: | Column | Shows | |--------|-------| | **Case ID** | The AWS case ID. Click it to open the case. | | **Subject** | The case subject. | | **Status** | The case's current AWS status. | | **Opened** | When the case was created. | | **Last Update** | When the case last changed. | ## Opening a Case Click **Open Case** at the top right. The button appears only if your role grants permission to create AWS Support cases. The dialog asks for: | Field | Notes | |-------|-------| | **Subject** | Required. Up to 300 characters. | | **Service** | Required. A searchable combobox — type to filter, then pick. **Marketplace is pre-selected for you**, since that is the service most Suger cases are about. | | **Category** | Required. The categories offered depend on the service you picked, so choose the service first. | | **Severity** | Required. Defaults to the first severity AWS offers your account. | | **Description** | Required. Up to 8,000 characters. | | **Attachments** | Optional. Up to **3** files, **5 MB** each. | | **CC Email Addresses** | Optional. Up to **10** addresses, which receive the case correspondence from AWS. | Then click **Open Case**. Suger confirms with *"AWS Support case opened."* and the new case appears in the list. :::info **The Service, Category, and Severity lists come live from AWS**, per your account — they are not a fixed list inside Suger. What you see is what your AWS account offers, which is why this page does not enumerate them. If the list fails to load, the dialog says so and offers a **Retry**; the form cannot be submitted until it loads, because a case needs a real service and category code. ::: ## Reading and Replying to a Case Click a **Case ID** to open the case detail. The detail shows the case's status badge and AWS case ID, then the **live conversation thread** fetched from AWS: one block per message, each carrying **who submitted it** and when, the message body, and any files attached to that message. If your role grants permission to reply, a composer sits at the bottom of the dialog: 1. Write the reply (up to 8,000 characters). 2. Optionally attach files — the same **3 files × 5 MB** limit as a new case. 3. Click **Send Reply**. Suger confirms with *"Reply sent."*, the composer clears, and the thread and case list both refresh. :::info **Creating and replying are permissioned separately.** A role can grant one without the other, so a member who can read cases but not reply simply sees no composer, and one who cannot create cases sees no **Open Case** button — rather than hitting a permission error after filling in a form. ::: ### Cases opened from an offer A case can be linked to the record it is about — most often an AWS offer. When it is, the detail header resolves that link into the **offer's name** rather than showing a bare identifier, so a case titled after an offer ID is still readable months later. The identifier itself stays on the header line beneath it. ## Relationship to the Classic Console This app and the classic console's **AWS Support** tab are two views of one thing: the same integration, the same AWS account, the same cases. Anything you open in one appears in the other. The classic console page is the fuller guide — it covers the integration prerequisites and IAM permissions, opening a case in context from an offer, entitlement, or product, and what AWS case management Suger does *not* do (resolving, closing, and reopening a case still happen in the AWS Support Center). See [AWS Support Cases](/aws-marketplace/support-cases/). This page covers only the Insulin app.