10 hours is too much time. Time is money, we deal with time sensitive business. If people are not able to process transactions how are their users able to do their daily activities. Money was definitely lost once the Finance team analyse the situation
You're not paying for the support you're expecting. This was an oversight on your part to vent on HN instead of upgrading to the Business tier the past however many hours your systems have been down. You can face the same suspension issue with any cloud provider. A painful, but necessary lesson it seems.
Well I mean.... there's your problem right there. You're paying for a 12 hour response time, on a plan the AWS has told you fairly explicitly is NOT for production or mission critical workloads.
I get that it's frustrating that they try and nickel and dime you on support costs, but at the end of the day you do get what you pay for. I've used Business and Enterprise support in the past and always had very good support from them delivered very quickly.
