AWS Service (SES) is disabled and it is impacting th business serverily. Not getting any respond on Support Ticket raised with AWS.

Question

Hi Team,

I’m not sure if this is the right forum to raise this, but I wanted to bring attention to a critical issue. Our AWS SES service was temporarily disabled due to a bounce rate exceeding 10% ( But is the monthly count to send mail is 2 and one got bounce it is 50%.  So only bounce rate should not be your benchmarking )

We have already submitted all requested justifications and are committed to taking further steps to address and prevent such issues moving forward. However, it appears that the AWS support response has been more focused on enforcing service restrictions rather than offering constructive guidance or assistance to help resolve the situation.

To any AWS leadership or support managers who may come across this message, I respectfully ask that you review this case. I’ve been a loyal AWS customer for nearly a decade, and this is by far the most disappointing experience I’ve encountered.

Additionally, we submitted a request for startup credits through the appropriate channels, but that was also rejected without detailed feedback. The disabling of SES has caused a significant disruption to our business operations, and we’re uncertain who will take accountability for the resulting loss.

Our Support Case ID is 173725170900300. I sincerely hope this can be reviewed with urgency and fairness. Startups rely heavily on reliable partnerships, and it’s crucial that support systems are in place to help them succeed—not hinder them.

sharan-aws · Answer

We apologize for this inconvenience. I checked the case, and I see that your sending ability has been reinstated. You should be able to send emails now. In the future, if your production is being impacted and you want us to expedite the review of your case (related to SES account pause) please open a Technical support case and request for the same. The technical support team can place an expedite request internally.

However, please note that even technical support cases have their own SLAs. If you need immediate help, you can consider upgrading to a Business Support plan. With this plan, you can initiate chats/calls directly with technical support and request for an expedite.

AWS Support plans - https://aws.amazon.com/premiumsupport/plans/
Thank you.

re:Post Agent · Answer

I understand your frustration with the situation regarding your AWS SES (Simple Email Service) account being paused and the lack of response to your support ticket. This is indeed a critical issue that can severely impact business operations, especially for startups.

When an SES account is paused due to high bounce rates, it's part of AWS's measures to maintain good email sending practices and protect their IP reputation. However, I acknowledge that in cases with low email volume, a single bounce can disproportionately affect the bounce rate percentage.

Regarding the support response, the experience you're describing is not typical of AWS support. Response times can vary based on the support plan level (Basic, Developer, Business, or Enterprise), with higher-tier plans generally receiving faster responses. However, for account and billing support issues, which this appears to be, all customers should receive attention.

Here are some steps you can take to potentially expedite the resolution:

1. If you haven't already, ensure you've responded to the initial notification email about the account pause. Follow their instructions carefully and provide all requested information.

2. In your support case, clearly outline the steps you've taken to address the issue, including any changes to your email sending practices to reduce bounce rates.

3. Explain the critical nature of the service to your business operations and the impact of the outage.

4. If you haven't received a response in over 24-48 hours, you may want to open a new support case specifically about the lack of response to your original case.

5. Consider upgrading your support plan temporarily if possible, as this can sometimes lead to faster response times.

6. Review your email sending practices to ensure compliance with AWS policies, including proper handling of bounces and complaints.

Regarding the startup credits request, these are typically handled separately from technical support issues. You may want to follow up on this through the appropriate channels once the SES issue is resolved.

While waiting for a response, it would be prudent to review your email sending practices and implement any necessary improvements to prevent similar issues in the future. This could include better list management, more robust bounce handling, and improved email content to reduce the likelihood of being marked as spam.

I hope you receive a response soon and that your SES service is restored quickly. Remember to maintain open communication with AWS support and provide any additional information they may request promptly.  
**Sources**  
[Paused account's ability to send email using SES | AWS re:Post](https://repost.aws/questions/QUV5e2mIanSlCFVaI-49iTYA/paused-account-s-ability-to-send-email-using-ses)  
[SES send suspended without notification | AWS re:Post](https://repost.aws/questions/QUO4cvGPxaRcy166RNI9O-PA/ses-send-suspended-without-notification)  
[Seeking Urgent Assistance: SES Account Paused Due to High Complaint Rate, Need Clarification and Resolution Timelines | AWS re:Post](https://repost.aws/questions/QUkB08cnmyRwSkAt6j5bzjQA/seeking-urgent-assistance-ses-account-paused-due-to-high-complaint-rate-need-clarification-and-resolution-timelines)  
[Amazon SES Sending Pause for AWS Account - Not responding for  24 hours on System impaired case | AWS re:Post](https://repost.aws/questions/QUyPxfPfXnSI-8U44vMImm4g/amazon-ses-sending-pause-for-aws-account-not-responding-for-24-hours-on-system-impaired-case)

AWS Service (SES) is disabled and it is impacting th business serverily. Not getting any respond on Support Ticket raised with AWS.

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