第 13 天。AWS 上的三个生产应用程序出现故障
3 分•作者: alt_tab•5 天前
我们的三个 AWS 生产应用已宕机 13 天。我们原计划在此期间进行市场推广和用户入驻。
我们当时正在处理一个积分问题，AWS 承认是他们的错误并同意修复。但随后他们表示，我们收到的、并据此规划了运营支出的条款实际上无效，因此他们根本不会发放这些积分。
这很重要，因为这是总积分的第二部分，并且双方同意在第一部分到期前发放。因此，当积分未按时发放时，就造成了本应通过第一部分积分避免的问题：第一部分积分到期后，我们的账户逾期，尽管我们已发送多条警报以避免这种情况。
于是我们创建了一个支持工单，以确保我们的正常运行时间，并要求对我们的积分条款进行正式审查。我们被告知我们的账户“信誉良好”。但第二天，我们就失去了访问权限。直到 6 天后，我们在 AWS 的 Reddit 子版块寻求帮助时，才得知账户已被暂停。
现在，我们从支持部门那里得到的信息相互矛盾，他们要求我们在对我们最初创建案例的积分进行任何审查之前，先选择退出积分条款。
我们本不希望在此发帖，但我们一直在原地打转，现在已经 13 天了。
有人知道如何联系到 AWS 的相关人员吗？例如合同部门？谢谢。
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We’re on day 13 of all 3 of our production applications on AWS down. We were going to market and onboarding users.<p>We were resolving a credits issue that they acknowledged was an error on their end and agreed to fix. But then they said the terms we received and planned our opex on was not actually valid so they wouldn’t release the credits at all.<p>This matters because it’s second part of a total credits, and was agreed to be released before the first part expired. So when it wasn’t, it created the problem it was structured to avoid with the first credits expiring, then our account going past due which we sent many alerts to prevent.<p>So we created a support ticket to ensure our uptime while asking for a proper review of our credits terms and was informed that our account was “in good standing”. But the next day, we lost access. We only found out that it was suspended 6 days later after looking for help on the AWS subreddit.<p>We’ve now been getting conflicting information from support asking us to first opt-out of our credits terms before they conduct any review of the credits we created the case for in the first place.<p>Would’ve really preferred if we didn’t have to post here but we’re going around in circles and it's now 13days.<p>Does anyone know how to get us to the right humans at AWS e.g. contracts? Thanks