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Lesson learned: If you have important workloads in AWS, but don't spend enough to get a dedicated account rep, make sure you have some sort of online presence t

Lesson learned: If you have important workloads in AWS, but don't spend enough to get a dedicated account rep, make sure you have some sort of online presence that you can use later to gain access to the real support group.

mox1 1y ago
...or ensure you have backups of data in a non-AWS location?
- electroly 1y ago
  It's not an "or" situation--these are orthogonal issues. The way support behaved is about AWS. Backups are about you. You should have backups and AWS should not arbitrarily terminate accounts without support recourse. We can discuss them separately if we want. I care about the uptime of my AWS accounts even though I have comprehensive backups.
- bink 1y ago
  With modern cloud computing is that enough? Can you migrate AuroraDBs, Lambdas, Kinesis configs, IAM policies, S3 bucket configs, Opensearch configs to another cloud platform easily? I suppose if you're comfortable going back to AWS after they randomly delete all your data then the remote backups will be helpful, but not so much if you plan to migrate to another provider.
seuros 1y ago
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 1y ago
  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.
anonymars 1y ago
Primary lesson learned should be NEVER HAVE ONE POINT OF FAILURE. If all your data is on one account (regardless of where) and nowhere else that is ONE POINT OF FAILURE

mox1 1y ago

...or ensure you have backups of data in a non-AWS location?

electroly 1y ago
It's not an "or" situation--these are orthogonal issues. The way support behaved is about AWS. Backups are about you. You should have backups and AWS should not arbitrarily terminate accounts without support recourse. We can discuss them separately if we want. I care about the uptime of my AWS accounts even though I have comprehensive backups.
bink 1y ago
With modern cloud computing is that enough? Can you migrate AuroraDBs, Lambdas, Kinesis configs, IAM policies, S3 bucket configs, Opensearch configs to another cloud platform easily? I suppose if you're comfortable going back to AWS after they randomly delete all your data then the remote backups will be helpful, but not so much if you plan to migrate to another provider.

seuros 1y ago

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 1y ago
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.

anonymars 1y ago

Primary lesson learned should be NEVER HAVE ONE POINT OF FAILURE. If all your data is on one account (regardless of where) and nowhere else that is ONE POINT OF FAILURE