Ongoing Delay in SES Sending Limit Increase Request – Repeated Closures without Resolution

Question

Dear Amazon Support Team,

I am reaching out regarding an unresolved issue with my Simple Email Service (SES) sending limit increase request, which has now been pending for three weeks. Since switching my hosting provider, I have opened multiple cases to address this matter. However, each time, my case has been marked resolved without any meaningful progress or explanation as to why the request remains unaddressed.

Despite asking for clarification, your support team has not provided specific details on the reasons behind these delays. As a business customer, I rely on timely and effective support to maintain our email communications. Unfortunately, the repeated case closures without resolution, coupled with minimal communication from your team, have been incredibly frustrating.

If this is the level of service provided to AWS business customers, it raises concerns about how other customers are supported. I would appreciate it if you could escalate this case to a team capable of providing a comprehensive response and a timeline for resolution.

Thank you for addressing this matter promptly.

re:Post Agent · Answer

We totally understand your concern. From your recent comment I understand that the case was already opened with the review team who handles these requests. The internal team reject the request generally when our team believes that your use case would impact the deliverability of our service. Unfortunately, for security purposes we cannot provide specific details that led to the decision.

Ongoing Delay in SES Sending Limit Increase Request – Repeated Closures without Resolution

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