SES sending paused — and support request unanswered for several days — how can I escalate?

I understand your frustration with the SES sending pause and the lack of response to your support case. This situation is not uncommon, and several users have reported similar experiences with delayed responses, especially on basic support plans.

Given your current situation, here are some steps you can take:

1. Review your account status: Log into the Amazon SES Console and check your Account Dashboard. This may provide insights into why your sending privileges were suspended.

2. Double-check your contact information: Ensure that AWS notifications are being sent to the correct email address associated with your account. You can verify and update your contact preferences in the AWS Management Console under Account Settings.

3. Follow up on your existing case: If you haven't already, update your support case with all the actions you've taken to resolve the issue. Be sure to include details about the changes you've made to your configuration, including the new IAM access key, IP-based access control, CloudWatch alarms, and DNS records.

4. Open a new case: If your original case remains unanswered, consider opening a new support case. Choose "Service Limit Increase" and select "SES Sending Limits" as the limit type. Explain your situation, mentioning that your previous case went unanswered, and provide all relevant details about the steps you've taken to resolve the issue.

5. Be patient but persistent: Unfortunately, response times can vary, especially for basic support plans. Continue to monitor your case and email for any updates or requests for additional information.

6. Consider upgrading your support plan: If this continues to impact your production system significantly, you might want to consider temporarily upgrading to a higher-tier support plan. This could potentially give you access to faster response times and additional support channels like chat or phone.

7. Community forums: While waiting for an official response, you can continue to engage with the AWS community forums. Sometimes, other users or AWS employees monitoring these forums might be able to provide additional insights or escalation paths.

Remember, even though the wait is frustrating, AWS should eventually respond to your request. Continue to monitor your cases and email for any updates, and be prepared to provide any additional information they might request promptly.
Sources
SES send suspended without notification | AWS re:Post
Paused account's ability to send email using SES | AWS re:Post
Seeking Urgent Assistance: SES Account Paused Due to High Complaint Rate, Need Clarification and Resolution Timelines | AWS re:Post
SES: Production Access | AWS re:Post