Why I am not getting the basic support?

Question

I have requested AWS SES production access around 7-8 days ago, 3 days ago I received a response, in that response they just said, we can't give you production access because of some security reasons and mentioned a old case and told me to resolve that case first, where the system detected one of my api keys as exposed, though it wasn't, I deleted the old key and created a new one, then the case got resolved as permanently closed, now how can i resolve that old case, when it was already resolved and permanently closed. And they only mentioned the security reason and mentioned the old case, nothing any meaningfull reason and mark resolve the request case, then reopned the case and explained to them, they didn't reply at all, and then I again created a new case about giving me production access, but it's been more 24 hours and the case is not even assigned.

Now, I already put my website in production environment, all server and things are done, only stuck because of the SES access, I am not understanding we will pay for our server usage, then why we have to pay for extra support, okay I will follow that, it is a business model, but I am not asking for any live chat support, this is a account level emergency, and we should receive email response within 24 hours at least.

AWS support should realise that because of their negligence some businesses can lose unnecessary money. My whole work is getting stuck only because of this.

This is my case id: [175153320500684].

re:Post Agent · Answer

I understand your frustration with the SES production access request process and the lack of timely responses.

Based on the information provided, there are a few important points to clarify:

1. Response times for SES production access requests can vary significantly. While AWS typically aims to respond within 24-48 hours, many users have reported waiting several days or longer. Some users have reported waiting up to 8 days without updates.

2. Regarding your specific situation with the security concern related to an old case: When AWS denies SES production access, they often don't provide detailed explanations due to security policies. The reference to your previous security case (about the exposed API key) appears to be affecting your current request, even though you believe that issue was resolved.

3. For account-level issues like yours, AWS does provide basic support through email, but technical support cases require a paid support plan (Developer tier or higher). Basic support does not include technical support case handling.

4. Since your case involves both account access and a technical component (SES production access), you may be experiencing delays as the system determines how to route your request.

Some suggestions for your situation:

1. Be persistent but patient with your current case. Continue to monitor both your support case and email for any updates.

2. In your case updates, clearly explain that the previous security issue was resolved and the case was permanently closed. Provide specific details about what actions you took to resolve it.

3. If you need faster resolution, you might need to consider temporarily upgrading to a paid support plan to get technical assistance, though this is understandably frustrating when you're already facing delays.

4. Make sure your use case for SES is clearly explained, including how you'll handle bounces and complaints, your email authentication methods, and your compliance with email best practices.

Unfortunately, I cannot directly access or expedite your specific case, but these steps may help you move forward with your SES production access request.  
**Sources**  
[Support not responding | AWS re:Post](https://repost.aws/questions/QUjT2YJIsQTgSHyXWvlKRTZg/support-not-responding)  
[SES Production request denied | AWS re:Post](https://repost.aws/questions/QUZ0fFKCdIQmyM-nwLoEdROQ/ses-production-request-denied)  
[AWS SES | Production level request | No response even after 72H | AWS re:Post](https://repost.aws/questions/QUlVM1BMFWTUmCTw1zbtWaTg/aws-ses-production-level-request-no-response-even-after-72h)  
[Unable to delete KMS CMK nor to open a support case | AWS re:Post](https://repost.aws/questions/QUXPz7iMB_RMS2TztJHTPJVA/unable-to-delete-kms-cmk-nor-to-open-a-support-case)  
[AWS Sales Support and Customer Sales Representative Contact Info - Amazon Web Services](https://aws.amazon.com/contact-us/sales-support/)

Why I am not getting the basic support?

Add your answer

Relevant content