16h resolution time is actually not too bad when you look at your monthly bill - but the initial auto-denial (typical for large service providers of all kinds) is ofcourse annoying. Perhaps you get faster action next time, now that you're paying for the premium plan.
It is indeed strange, though, that it took them so long to discover what must have been a huge traffic spike on your instance. Their administration panel needs work if it doesn't point out such anomalies at a glance. Also your own monitoring needs work if you didn't notice the spike of inbound traffic.
Anyways, good luck for the future and if you decide to switch or extend I'd be curious to read about it.
16h resolution time is actually not too bad when you look at your monthly bill - but the initial auto-denial (typical for large service providers of all kinds) is ofcourse annoying. Perhaps you get faster action next time, now that you're paying for the premium plan.
It is indeed strange, though, that it took them so long to discover what must have been a huge traffic spike on your instance. Their administration panel needs work if it doesn't point out such anomalies at a glance. Also your own monitoring needs work if you didn't notice the spike of inbound traffic.
Anyways, good luck for the future and if you decide to switch or extend I'd be curious to read about it.