[seuros]

That might be a 'lesson', but it’s like saying:

"If you want your paperwork processed in Morocco, make sure you know someone at the commune, and ideally have tea with their cousin."

Yes, it works, but it shouldn’t be the system.

What happened with AWS isn’t a clever survival tip, it’s proof that without an account manager, you are just noise in a ticket queue, unless you bring social proof or online visibility.

This should have never come down to 'who you know' or 'how loud you can go online'.

It a big luck that i'm speaking in english and have online presence, what if i was ranting in French, Arabic, or even Darija in Facebook. Tarus will have never noticed.

[electroly]

We seem to be saying exactly the same thing. I agree, strongly, with everything you just said here. AWS has a support problem if this was necessary, and I'm not personally prepared with an online presence if it happened to me. I'll simply be screwed and will have to recreate a new account from backups. It's something for me to think about. I can't fix AWS--I can only change what I do in response.

I recently opened a DigitalOcean account and it was locked for a few days after I had moved workloads in. They took four days to unlock the account, and for my trouble they continued to charge me for my resources during the time the account was locked when I couldn't log in to delete them. I didn't have any recourse at all. They did issue a credit because I asked nicely, but if they said no, that would have been it.