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EC2 instances unreachable after maintenance
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EC2 instances unreachable after maintenance
#4821 · OZOW · WhatsApp · opened 13:58
P1 · ESCALATED
Escalated to on-call. AI handed this P1 to Tariq Adams (AWS Infrastructure) at 14:02. SLA breach in 27m.
Ticket #4821 opened via WhatsApp · Today 13:58
NM
Naledi MokoenaOZOW · 13:58
Hi, our production EC2 instances are unreachable over SSH since the 14:00 maintenance window. This is impacting live payments.
13:59SILICON AI
Thank you, Naledi. I have opened ticket #4821 at high priority. The maintenance window closed at 14:02. To confirm scope — are all instances unreachable, or a specific subnet?
NM
Naledi Mokoena14:01
All three in the eu-west-1 production VPC. Internal services can reach them, but SSH from our office times out.
14:02SILICON AI
I pulled the change log — a security group rule allowing port 22 from your office CIDR was removed at 14:01 during automated maintenance. This needs an infrastructure change, so I am escalating to your on-call AWS engineer now.
⚡ Escalated to on-call · P1 · assigned to Tariq Adams (AWS) · 14:02
TA
14:03YOU · ON-CALL
Hi Naledi, Tariq here from the AWS team. I am restoring the SSH ingress rule for your office CIDR now and will confirm within two minutes.
Internal note · 14:03 — SG sg-0a23f rule removed by maintenance automation. Flagged for RCA, not visible to client.
AI suggests: "Rule restored — please retry SSH and confirm access on all three instances."
Reply Internal note Hand back to AI
Ticket details
Ticket#4821
StatusEscalated
PriorityP1 · High
Channel●WhatsApp
CategoryAWS Infrastructure
OpenedToday 13:58
SLA27:14 left
Customer
NM
Naledi Mokoena
Head of Platform · OZOW
✓Verified registered client
☎+27 21 555 0142
✉naledi@ozow.com
★AWS Premier tier · 24/7 SLA
AI summary

Production SSH access to three eu-west-1 EC2 instances broke after a maintenance run dropped a port-22 security group rule. Impacts live payments. AI diagnosed root cause and escalated to AWS on-call.

SENTIMENT
Frustrated
CONFIDENCE
High
Next step: Restore SG rule, confirm SSH, then run RCA on maintenance automation.
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P1
EC2 instances unreachable after maintenance
OZOW · AWS Infrastructure · via WhatsApp
SLA breach in
27:14
Maintenance automation dropped a port-22 security group rule. Live payments impacted. AI diagnosed root cause and paged on-call AWS engineer.
TA
Tariq Adams
On-call · accepted 14:02
P2
Password reset loop on staff portal
African Bank · IT Support · via Email
SLA breach in
1:48:00
Multiple staff cannot complete password reset — token returns to login. AI escalated after two unsuccessful guided attempts.
PM
Priya Moodley
On-call · IT Support
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