Email sending is paused but AWS have not replied to the ticket in 4 days

Question

We use Amazon SES as our email server (different service at front-end). Due to an issue with the front-end service our list querying went wrong & led to a higher complaint rate, which, in turn led to our email service being paused. We have replied on the ticket with additional info, root cause investigations & steps taken to resolve it. However AWS has not replied in 4 days despite the ticket being in 'customer action taken state'. In the past we had relatively quick ?(including automated) responses to these issues, almost always within 24 hours. We urgently need our email back but there doesn't seem to be a lever to escalate it that isn't upgrading to a more expensive plan.
Is there a way to get them to look at the ticket? This is not very 'customer obsessed' support

re:Post Agent · Answer

When AWS SES pauses your account's ability to send emails due to high complaint rates, it can be frustrating when you don't receive a timely response after providing the requested information. Here's what you can do in this situation:

1. Check your AWS Support plan level - response times vary significantly based on your support plan. With a basic support plan, there are no guaranteed response times for technical support issues.

2. Review the case in AWS Support Center - ensure you've properly responded to the original case that AWS opened regarding the SES pause, not a new case you created.

3. Be persistent but patient - while AWS typically responds within 24 hours for SES sending pauses, during busy periods or with basic support plans, response times can be longer.

4. Consider upgrading your support plan - if this email functionality is critical to your business operations, upgrading to a higher-tier support plan (like Developer, Business, or Enterprise) would provide faster response times and escalation paths.

5. Ensure your response was comprehensive - verify that your reply included all the information AWS requested: identification of the root cause, detailed corrective actions taken, and preventative measures implemented to avoid future high complaint rates.

Unfortunately, without a paid support plan, there isn't a direct escalation path for basic support customers. The most effective approach is to ensure your response was complete and continue monitoring the case for updates.

While waiting for a response, double-check that you've implemented all recommended best practices for maintaining low complaint rates, such as proper list management and suppression lists, to strengthen your case for reinstatement.  
**Sources**  
[AWS SES Sending Paused and No response from AWS Team | AWS re:Post](https://repost.aws/questions/QUv3mX_IRBQSCA1uiDXGnnIg/aws-ses-sending-paused-and-no-response-from-aws-team)  
[SES send suspended without notification | AWS re:Post](https://repost.aws/questions/QUO4cvGPxaRcy166RNI9O-PA/ses-send-suspended-without-notification)  
[Seeking Urgent Assistance: SES Account Paused Due to High Complaint Rate, Need Clarification and Resolution Timelines | AWS re:Post](https://repost.aws/questions/QUkB08cnmyRwSkAt6j5bzjQA/seeking-urgent-assistance-ses-account-paused-due-to-high-complaint-rate-need-clarification-and-resolution-timelines)  
[Paused account's ability to send email using SES | AWS re:Post](https://repost.aws/questions/QUV5e2mIanSlCFVaI-49iTYA/paused-account-s-ability-to-send-email-using-ses)

Email sending is paused but AWS have not replied to the ticket in 4 days

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