We recently had an SLA request to them that was for a paltry amount, nowhere near the damage they caused, less than 0.1% of our monthly spend. It was really just to gauge their process and how supportive they would be. Despite our account manager saying they would sort it, it was denied. They agreed we were impacted, they agreed they caused it, they agreed it met the duration, but the service team used a technicality in the wording of the SLA to get out of responsibility. I won't say much more to keep things somewhat anonymous.
Our account reps were on our side and are helping us escalate a complaint through on this.
We have several ex AWS folks in my team, and they said they weren't surprised. No one at AWS admits to mistakes as it costs promotions and puts you potentially on the chopping block. That's why the request was denied, that's why support is hard to deal with, that's why the status page is never updated quickly. They do a lot of things well and can be decent to deal with provided you understand they won't own up to their faults going into things
We recently had an SLA request to them that was for a paltry amount, nowhere near the damage they caused, less than 0.1% of our monthly spend. It was really just to gauge their process and how supportive they would be. Despite our account manager saying they would sort it, it was denied. They agreed we were impacted, they agreed they caused it, they agreed it met the duration, but the service team used a technicality in the wording of the SLA to get out of responsibility. I won't say much more to keep things somewhat anonymous.
Our account reps were on our side and are helping us escalate a complaint through on this.
We have several ex AWS folks in my team, and they said they weren't surprised. No one at AWS admits to mistakes as it costs promotions and puts you potentially on the chopping block. That's why the request was denied, that's why support is hard to deal with, that's why the status page is never updated quickly. They do a lot of things well and can be decent to deal with provided you understand they won't own up to their faults going into things