Business Support SLA Violation – No Response in 6+ Days, Chat Ignored, Billing Case Unresolved

Question

We are currently experiencing a complete breakdown in AWS Business Support.

On April 11, we raised a billing-related case regarding unexpected data transfer overage charges on Lightsail. Our usage model is well-documented and consistent.

Our actual usage at that time was well below this threshold. However, we were charged overage and asked AWS for clarification on how quotas are calculated in this type of deployment model. The last meaningful response was on April 11, after which the case has gone completely silent — despite the fact that we upgraded to Business Support, which guarantees 1-hour responses for urgent cases.

We have:

– Waited 6+ days with no reply
– Opened a new SLA violation case
– Tried connecting to Business Support chat, where the agent joined and immediately disconnected without engaging
– Sent follow-up messages with detailed, polite summaries requesting escalation
– Received no answers, no explanation of our quota, and no guidance on how to avoid future overage charges

We are not asking for technical debugging — we are asking for a clear, documented explanation of Lightsail bandwidth quota attribution in this scenario and whether instances must remain running to retain their quota.

We are extremely disappointed in the support experience so far and are posting here in the hope that someone from AWS Support Leadership or the Lightsail service team will take ownership of this and respond.

AWS Support - Aimee · Answer

Hello,

I'm so very sorry to hear about this experience.

Your need to have this resolved is completely understandable. Rest assured that I've reached out on you behalf to raise all of your concerns internally to our team handling your case.

Due to this platform being unauthenticated, I'm not able to discuss case specific details here. However, our team working on your case can. Please continue to work with Support directly through your open case and continue to share your questions or concerns there.

— Aimee K.

AWS Support - Ann · Answer

Hello,

Apologies to see these concerns, I've raised them internally on your behalf.

For your privacy, we're unable to discuss your case or account specifics over this platform. I'd recommend continuing to work with our agents in the most support case recent correspondences.

We appreciate your patience as we work to help provide support. You can access your recent cases, here: https://support.console.aws.amazon.com/support/home#/case/history.

— Ann D.

FSL · Answer

Hi again — just following up as it’s now been another 24 hours, and we still have not received any meaningful response from the AWS support team, despite being under Business Support and despite internal escalation from this thread.

This is now affecting our internal operations and billing, and we’ve also submitted a formal complaint via aws-feedback due to the ongoing SLA breach and posted a comment on X.

We would appreciate if someone from AWS Customer Advocacy or the Lightsail service team could step in and respond. We are simply asking for quota clarification in a well-documented usage pattern, not troubleshooting or architecture reviews. There is no reason this should take this long.

Looking forward to a resolution or at least a timeline.

FSL · Answer

Our case ID is ***************.

*Edit: Removed case ID — Aimee K.

FSL · Answer

Thanks, Ann — I appreciate you raising this internally. We’ll continue working through the case, but I do want to express that this has been open since April 11 without resolution despite Business Support SLA guarantees.

We’ve received no technical clarification regarding Lightsail bandwidth quota behavior, and repeated attempts to get meaningful updates have been met with vague promises and no timelines.

We look forward to someone finally addressing the specifics of our scenario and ensuring our billing is handled in line with AWS documentation and expectations under Business Support.

Business Support SLA Violation – No Response in 6+ Days, Chat Ignored, Billing Case Unresolved

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