We're having a major issue with our AWS account being flagged due to a compromised access key. We've followed all suggested remediation steps and secured our account by deleting the exposed key, checking for suspicious activity, and reviewing our resources. However, AWS Support informed us that restrictions were placed on our account, and it's been nearly 48 hours with our servers down and no updates from them on lifting these restrictions. We're in a critical situation with paying clients awaiting service. Has anyone experienced similar issues with AWS? How long does it typically take for them to resolve these kinds of restrictions, and is there a way to escalate the issue? Any advice would be really appreciated.
2 Answers
Did you reach out to your Technical Account Manager (TAM)? They can sometimes expedite things on your behalf. Also, any communication from them on next steps could really help clarify where things stand.
First off, I’m really sorry to hear you’re going through this. A lot of folks have had hiccups with AWS support - it's tough when you’re in a critical situation. Have you checked which support tier you’re currently using? Sometimes higher tiers can get you faster responses.
I haven't contacted the TAM yet, but I think I should. Thanks for the tip!