vampirical

Last month the us-east-2 RDS region had a major outage which took our multi-AZ primary database cluster down for 4-5 hours. We spend the entire outage online with a support agent but basically had to just wait on their team restoring full service as there was no way to stand up a new cluster or transfer a snapshot out of the region due to the outage.

Even though the RDS SLA makes this severe outage a very small 10% credit we went through the motion and followed their instructions for requesting an SLA credit with documentation of our affected cluster. We're now at 15 days since our request and they've come back twice in that time, the first requesting the information already included in the original request, and the second requesting that we attach a spreadsheet calculating what we think our SLA payout should be.

This process has left a pretty bad taste in our mouth regarding AWS service and their treatments of outages and SLAs. 5 years ago I would have said AWS was pretty good at this stuff and recommended them. I'm just wondering if anyone else has recent anecdotes either way. Is AWS slipping or becoming scummy in general or is this an isolated incident?