Seeking Urgent Assistance: SES Account Paused Due to High Complaint Rate, Need Clarification and Resolution Timelines

Question

I have received a warning over my SES account, that the rate of complaints was too high. 
I have activated the Virtual Deliverability Manager.
I have tried to understand where the problem was coming from, but was unable to do that in the due time.
AWS put my account's ability to send email into Paused, so I am not able to send emails.
I have identified the issues and removed the cause of possible complaints.
I am not even sure their numbers add up, regarding the rate of complaints, as the reports in the Deliverability Managers seem to say contradictory things: 
the rate is above the 1% threshold, the number of complaints over the overall mails sent is roughly 0.4%, so I need clarifications, as it is not clear how that rate is computed.
I have replied to their case, clearly following the guidelines, and activating the suppression lists for my identities, so that future complaints or bounces can be identified and blocked promptly.
I am now waiting for their review, or at least for a response. It's more than 36 hours. 
I have opened another ticket with the support, but received no answer.
There are detailed instructions for every single aspect of every single service, but how long will it take to fix the issue is nowhere to be found.
I have customers unable to send emails.
Is there a way to receive a response?

iBehr · Answer

AWS Support Plan SLAs are detailed here:  https://aws.amazon.com/premiumsupport/plans/

Hope this helps!

Guglielmo · Answer

Thanks,  I am on a basic support plan. Still, it seems I have access to customer's service 24/24 7/7.

I understand that this is something coming fwom AWS, they are asking me to do something. I've done it, they tell me to initiate a review request, I do that, then I hear nothing from them in 2 days?

The FAQ suggests to do this, in my use case:

> If Amazon SES is reviewing your sending account or has paused your account's sending ability, you must:
- Identify the problem.
- Request a new review and respond to follow-up questions from the Amazon SES team.

In order to request a new review, I have to reply to the case, which I have done.

> After the Amazon SES team receives your request for a new review, they decide whether to uphold or remove the review or pause on your sending account. If your new review is unsuccessful, the Amazon SES team contacts you with follow-up questions. Be sure to respond to the Amazon SES team with the requested follow-up information.

I get you're suggesting to get a payed support plan to increase my priority?

Seeking Urgent Assistance: SES Account Paused Due to High Complaint Rate, Need Clarification and Resolution Timelines

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