Hey everyone, I'm really struggling with how to communicate my technical issues to AWS Support and actually get them to take me seriously. We've dealt with this for ages, and it seems the quality of support is frustratingly low. The main issue we're facing is related to the `table_open_cache` setting in our AWS Aurora MySQL parameter group. It's supposed to be adjustable, but for some reason, it keeps resetting to 200 every couple of days. This makes it really hard to convince support that there's a bug because the nature of the issue is so sporadic. I'm aware that the ROOT user can't alter this setting, and only AWS can make this change. So, when it resets, it's definitely not something we can control. We've been rebooting the database to temporarily fix the problem, but after 8 months, that's not a viable solution. We've even built and destroyed the database, thinking that would help, but no luck. Support often asks for logs, but since the AWS infrastructure is so locked down, there's nothing we can provide that's relevant. It's very discouraging, and I feel like I'm never taken seriously when I bring this up.
5 Answers
You really should touch base with your TAM or Account Manager. They might be able to push your case forward. It feels like a lot of the time, it’s just about who you know and getting the right person to take notice.
Have you tried formally asking them to escalate your case to the service team? If you have enterprise support, your Technical Account Manager (TAM) might be able to help you out. Sometimes, getting higher-ups involved can lead to better results.
To get taken seriously, make sure you're providing relevant details: ARNs of the affected resources, clear logs, and a well-articulated description of the issue. Avoid saying it's a bug outright; instead, state the problem and let them investigate. It often helps to highlight how the issue impacts your business succinctly, but steer clear of overly dramatic statements.
First things first, make sure you have logs that clearly show the `table_open_cache` value resetting to 200. It can be tough to get anywhere without showing what’s actually happening. If they can't see the issue, it may be hard for them to acknowledge it as a bug.
That’s the tricky part for us. After a reboot, we can check with `select @@table_open_cache;` and it's correct—but then, poof! It resets randomly. We definitely feel it's on AWS's end.
Honestly, it’s frustrating how support has declined over the past year. They used to be more responsive and credible. Good luck with your case; getting it in front of a TAM is probably your best bet!
We initially had the Enterprise Onramp support plan, but honestly, the TAM was more of a headache than help. We’ve since downgraded to a Business support plan.