Compensation for Pinpoint being down and not being fixed for 3 days

Question

Hi, I am a small business and we use Pinpoint (AWS) to have our clients log in. During the last holiday season our account was turned off bc we hit our limit of $100. We didn't know about this limit and when we found out, we tried to get in contact with our rep and the AWS department to increase it. No-one at Amazon was able to help us bc this department was closed (all weekend). This all took place from Saturday Dec 23 through Dec 25. We sent countless emails, phone calls etc and no-one could help us by increasing our limit to $500. We lost clients and money and we are looking for who to contact to get some sort of compensation

Please let us know who we should direct this inquiry to

Answer

Hello,

To get the request reviewed and for further assistance(as we require details that are non-public information), you can open a support case with AWS using the following [link](https://support.console.aws.amazon.com/support/home#/case/create).

I sincerely regret the inconvenience caused to you due to this. If you have any AM ([Account Manager](https://aws.amazon.com/startups/learn/meet-your-aws-account-team#overview)), TAM ([Technical Account Manager](https://aws.amazon.com/startups/learn/meet-your-aws-account-team#overview)), or SA ([Solutions Architect](https://aws.amazon.com/startups/learn/meet-your-aws-account-team#overview)), you may also get in touch with them directly.

Additionally, it is generally recommended to review the [TextMessageMonthlySpend](https://docs.aws.amazon.com/sms-voice/latest/userguide/monitor-spending.html#monitor-spending-metrics) metrics to confirm the utilised monthly SMS spend limit and [set up alarms](https://docs.aws.amazon.com/sms-voice/latest/userguide/monitor-spending.html#monitor-spending-alarms)(if not done already) that alert on proximity to the monthly SMS spend.

Compensation for Pinpoint being down and not being fixed for 3 days

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