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).
Connecting the integration (including the IAM permissions it needs) is a one-time setup done in the classic console. See AWS 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.
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:
- Write the reply (up to 8,000 characters).
- Optionally attach files — the same 3 files × 5 MB limit as a new case.
- Click Send Reply.
Suger confirms with “Reply sent.”, the composer clears, and the thread and case list both refresh.
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.
This page covers only the Insulin app.
Spotted something wrong or out of date on this page? Tell us and we'll correct it.