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I understand the confusion and stress this issue is causing.
We are unable to provide any kind of timeframe for responses from our internal teams. Our agents action and respond to cases in the order they are received. This can lead to varied wait times, along with it currently being the weekend.
I've continued to pass along what you've shared to provide a full picture. Once the information has been fully reviewed and any next steps have been determined, our teams will reach out over your case.
- Randi S.
Hi there.
I apologize for the frustration and inconvenience this situation has caused.
I've located your case and reached out internally to have it further reviewed. Our Support team will share correspondence once their review is complete via our Support Center: http://go.aws/support-center.
— Roman Z.
Finally there is a real move on our case. Hope we can get our API key resolved today. Thank you so much Roman Z. and Randi S.!!!
The hacker found our very old credentials that one ENG saved in his local, that caused the leak. This is a BIG lesson for us. We had swept deeply into the system and took actions. I do not blamed AWS at all as it is our own fault to give hackers opportunity.
My frustration is how we solve and react to the incident: when a ticket is over SLA days and a client had asked for many updates on the AWS Support Case Management console, but the response each time from AWS is isolated and we do not know what we need to do to get the case forwarded. One response said one request, another response said another request. That's why 30 days passed without real movement until yesterday Roman and Randi passed our case to internal team.
My suggestion for AWS: Is it reasonable to set up a dedicated person or team to follow through any case beyond SLA limit? Instead of leaving this kind of case alone by itself to 'suffer'? I am not sure how many cases would be more than 30 days 'old' on AWS support.
Thank you for understanding clients frustration from our end and the potential business impact is critical to us.
xia
answered 12 days ago
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asked 2 years ago
- AWS OFFICIALUpdated 2 years ago
Roman, I am the founder and CEO of our company. Can I expect someone to reach out to us on the AWS slack channel today before 12 pm PST?
Yesterday morning (10/2) Rose from AWS asked us to remove the subscriptions to 5-6 bedrock models (we never use these models so the hacker used them on 8/31), and we immediately removed the models. Is there any other action items outstanding?
Really appreciate if you could tackle down this case for us. It is quite frustrating to receive different response once every other day from AWS case management site and most interactions/answers do not have make any real movement.