> Which wasn't AWS Support's fault. They looked into the resource on the ticket. Again, AWS Support doesn't know your workload and isn't going to go on a fishin

> Which wasn't AWS Support's fault. They looked into the resource on the ticket. Again, AWS Support doesn't know your workload and isn't going to go on a fishing expedition to guess which DB might be the issue. No, they won't. I mean, definitely, two hours is not enough time to do anything except say "but it didn't reboot". > Timelines and RCAs have to go through the service team. Up to, and including, the service GM at times. It can be frustrating to wait for an RCA, but sometimes the things just take time. If essential information isn't present in the event log, or in any way accessible to the customer, and especially given how trivial the info was (we got back literally four bullet points two timestamps), almost 3 weeks is a disgrace. > I'd encourage you to open a chat or phone for a business critical issue. That way Support doesn't spend an hour and a half trying to troubleshoot the wrong resource. Those errors can quickly be found and remediated on a call. The colleague who made the ticket put a phone number to get a callback in the ticket. They didn't call. We were actively trying to fix the issues we had, caused by the weird design by the Aurora failover system, not sit in a queue for an hour (yes, we had that too, business critical system down tickets where we spent >45 minutes waiting for a support rep). On another note, this is why I hate AWS support. It's literally a game of who can blame the customer or avoid fixing issues better. RDS export doesn't handle large databases? Don't make large exports. The UI breaks when you have large exports? Don't use the UI. Errors on an RDS instance when you spin up a second read replica? You ran out of capacity! And that's not saying anything of being ping ponged between teams for technical guidance tickets or having to fight support staff when trying to explain my problem. More than 1 hour spent in the loop of "but it works for me" "I don't care, it doesn't work for me", or outright false statements (even from engineers, not only support staff) that they have to carefully walk back when we actually try things out. I've not seen this 'customer obsession', ever. And I'd understand that if we were on developer plan or something, but we're not.