Suspension for Non Payment
Customer contacts us on August 15th, they say their resources are restricted. The customer has 1 due invoice on file. Why are they experiencing restrictions if their account is not suspended?
On the 15th day of the month, the customer starts experiencing limitations on the account caused by Preempt restrictions
Which requirements must the customer have to reinstate an account?
Customer is contacting from the root user
Have a valid credit card on file
Columbo shows OK
There are no due bills
Customer's CATS is marked as "RESTRICTED" on the Preempt section. How will they be impacted?
Won't be able to create new resources
Can't receive approvals for quota increase requests
Can't modify existing resources
Can the customer close their account if they are logged as an IAM user?
No
What is the only mammal that lays eggs?
The platypus
Customer has received two payment extensions in the past 3 months, and they contact us requesting a new one. Based on this process' requirements, can this be granted?
No, we can only provide 1 extension within 12 months
What are the requirements a customer must meet to apply for a conditional reinstatement to work on a billing adjustment for less than $5000 USD?
Have a valid payment method (except for India), Be aware that only 3 months of invoices can be reviewed
True or false: If a customer requests a BA in an active account with Preempt restrictions, we must first remove the restrictions, then process the BA as usual.
True
After how many days of being closed, is the account terminated?
90 days
What plant produces the fruit that is used to produce tequila?
Blue Agave
Customer is asking for a payment extension, however their account got suspended yesterday. Can we reinstate the account to apply the extension?
No, if an account is already suspended for nonpayment, we can't provide a payment extension to prevent the account from being terminated, nor reinstate the account
A customer has two due invoices for a total of $10.55 USD, their account was suspended but they are contacting to request a temporary reinstatement, so they can gather the necessary money to pay next week. Can we reinstate the account temporarily?
No, escalations can review an exception, but only if the customer is asking for a billing adjustment
Customer has no pending bills on their account however it is still shown as restricted, what is the next step?
Open a ticket with the Preempt team to remove the restrictions at C/ AWS - T/ Payments - I/ Preempt
What type of services continue to generate charges after the account is closed?
Reserved Instances, Savings Plans, Marketplace subscriptions
What's Nat's second last name?
Montoya
Customer's account got suspended, however they claim they paid the invoice before the account suspension, they provided proof of payment. Can we reinstate the account immediately?
No, we must contact Accounts Receivable (AR) to make sure the payment was received
A customer is logged into their member account, which is marked as suspended, however they don’t see any due invoices on their billing console. What can they do to request the reinstatement of their account?
If the reason for suspension is nonpayment, then tell the customer to contact their management account for help
A customer's account was restricted due to Preempt, however they ask for a payment extension for 1 week, which is approved. Is there any specific action we must take with the restrictions?
Request a manual removal for the Preempt restrictions
Can a customer close their account if it was suspended for non-payment, but doesn't necessarily asks for a billing adjustment?
Yes, reinstate the account, wait 5 minutes and then guide the customer to close it
A customer is contacting with a quota increase request for EC2 All standard instances in IAD but their account has Preempt restrictions, can this be processed?
No, they must first pay their due invoices
What type of request must be submitted if the customer requests for an extension for the 7th of the month?
None, DNS is automatically approved. AWS doesn’t suspend accounts during the 1st-9th of the month
The customer is asking for a billing adjustment for their due invoices, which are a total of $6,783.98 USD. Their account is already suspended, but they would like to stop the charges and continue using the account. Who can we reach to request a reinstatement exception?
Monday to Friday > AR / 21:00 UTC on Friday and 21:00 UTC on Sunday > Escalations
Customer's account is restricted due to Preempt status, however they do not recognize the usage on their account, and their status in Columbo is OK. What is the right process to follow?
Refer to the “Potential account compromise" SOP and get in touch with FIT so they can review the usage
A payer account with all features enabled asks to reinstate a member account, checking Activ we notice the account was closed under “Other, details is in ReasonMessage||OTHER-target account: ******XXXX from organization ****fpi is requested to be closed". Can we process the reinstatement?
If the account has the correct IAM role, this is the only time that you may reopen a member account at the management account's request
What is the book with the Guinness record for the most stolen from libraries?
The Bible