I've been a long-time observer but now I'm diving in to share my recent experience with AWS support, which has turned out to be a nightmare. I have AWS Business Support, and my account got restricted following a security alert. I followed all the necessary steps to remediate the situation, including clarifying that my CI/CD activities originating from GitHub Actions IP addresses were not unusual sign-ins for me.
However, AWS support is insisting that I delete IAM roles associated with my EKS node groups, which I need for their operation. Their responses have been frustratingly vague, offering little more than standard shared responsibility language and links on how to delete roles. I'm reaching out to see if anyone else has faced a similar issue. How did you manage to escalate your concerns or get the account restrictions lifted? Did anyone successfully receive service credits for the hassle?
5 Answers
What are the trust policies for those roles? Can you look into CloudTrail logs to see what activity has been performed on them recently? That might help clarify things.
If those roles were created or changed around the time of the alert, they might be flagged as suspicious. You should clarify that you created them and they're validated as safe, plus they are critical for your production workload. If they persist, ask for escalation and remind them it feels like a false positive.
Yeah, dealing with support can be a real headache. AWS support is hit or miss since it's a big team – some folks really know their stuff while others just stick to the script without much thought. When I faced issues, checking the support agent's working hours and reaching out after hours often helped get a fresh perspective. If you have a Technical Account Manager (TAM), pinging them might help but there’s no guarantee it will work that smoothly.
Sorry to hear about your frustration! You can send your case ID through chat, and I can help pass along your concerns to the team.
Have you thought about creating a new role with the same policies and switching to that? It could be a way to bypass the deletion they're insisting on without losing functionality.
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