Sagemaker/Support: Emergency and Ticket Handling

Question

We are facing an urgent problem and it is impossible for us to resolve it concerning resources blocked on sagemaker.  We opened a ticket as soon as the problem appeared 3 days ago, however the ticket was not taken into account by support.  And we are charged excessive costs even though it is a problem caused by faulty AWS resources.  There is also a support failure as it is not normal for a problem of this magnitude to not be addressed.  In addition it is now necessary to take out a subscription to be able to access technical support, we have subscribed however no response within the deadlines.  Several things need to be reviewed in the support system.  But firstly we would like our problem with sagemaker to be resolved as quickly as possible!

Answer

Hello,

I am very sorry for any delays experienced! I appreciate you letting us know your concerns and understand the urgency to get this taken care of. I was able to locate your case on my end, and have taken steps to reach out to the appropriate team for visibility.

I have verified that your case is in the correct queue, and our team will provide updates as soon as they are available. You can find updates in your open case, in our [Support Center](go.aws/support-center). We appreciate your patience as we work to help get this resolved.

— Ann D.

Answer

Hello Ann,

I progressed on the topic earlier in the day. I increased the support level to business, created a new ticket, and with that, I was able to contact a very professional support representative through the Chat channel.

After investigating together, he informed me that it's a bug at the infrastructure level.

The subject is currently being handled on your teams' side, apparently in Seattle.

I am waiting for updates from the support representative.

Sagemaker/Support: Emergency and Ticket Handling

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