Data of an AWS user was retrieved, reportedly due to the actions of a single employee at AWS who showed empathy and took initiative.
In a recent turn of events, an AWS employee named Tarus Balog played a crucial role in helping a software engineer, Boudih, restore his data after an alleged digital execution incident at Amazon Web Services (AWS).
The incident began when Boudih's account was suspended, potentially escalating to termination, due to a billing issue with a previous shared payment party. However, the subsequent and rapid termination of Boudih's account remained unexplained by AWS.
The case was escalated to the highest severity ticket available at AWS, reaching the VP level, and prompting intense internal attention, including involvement from AWS CEO Matt Garman and a dedicated team tackling the issue. This escalation triggered over 50 internal emails, leading to an investigation focused on whether the data could be restored.
Tarus Balog, the first 'human' level contact from AWS, showed empathy and authority during his interactions with Boudih. His intervention proved instrumental in bypassing automated protocols and initiating urgent manual recovery efforts, resulting in the restoration of Boudih's account and data.
However, Boudih still harbours suspicions about the infrastructure and the possible gaslighting by AWS support regarding the termination of his data. He believes that AWS should improve its architecture, communication, and support systems to prevent issues that "punish legitimate users."
Boudih's RDS instance was backed up as recently as July 19, several days after support had insisted that everything was "terminated." This suggests a possible undocumented ability within AWS to restore 'terminated' instances.
In response to this incident, Boudih plans to implement double and triple backups, distributed across providers, and encrypted with keys he controls. He also advocates for AWS to be "Terraformed," meaning using simple preventions to mitigate against overreactions to customer issues.
The shared payer model in AWS has inherent flaws, especially when one party defaults on payments. This incident serves as a reminder of the potential risks associated with such models and the importance of robust backup and recovery systems.
[1] Source: TechCrunch, August 2022.
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