I'm currently facing a serious issue with my AWS account which is under a "Risk" restriction, leading to a total production outage for major global clients like Nestlé. All regional purchase links are giving an AccessDenied error. I completed all necessary security measures over 8 hours ago, which included changing the root password, enabling MFA, deleting the unauthorized IAM user, and revoking all compromised access keys. I've also audited my resources to ensure no unauthorized entities remain. Unfortunately, I've had no updates from AWS Support since 21:29 CET, and this situation is becoming critical as our clients are facing downtime. Can anyone from AWS help escalate my Case ID: 177385077300217 to the Trust & Safety team? We're losing clients fast!
3 Answers
Yikes, this sounds rough. It's frustrating when you feel like security measures are more of a hindrance than protection. Seems like there’s a trend of strict policies leading to business outages. It shouldn't be this difficult just to retrieve access to your account!
Honestly, if your vendor was vocalizing this kind of situation online, I’d be very worried about keeping them as a partner. Have you looked into what level of AWS support you're actually paying for? It could be tied to the response you're getting.
If you’re under a risk restriction, it typically means there’s been some security mishap on your part in AWS. Getting that lifted can be a headache. You might want to try demanding to escalate to an AWS manager if you haven't already.
Sounds like it'd be a mercy killing. I bet this isn’t their first problem, either.
If they're asking for help here, I doubt it's the premium support level they need for rapid response.