I don't believe that Google or Amazon have ever done anything like what DO did before. However, if you notice their support guy Zach was responding to a completely different incident that is not related to the one being addressed with their post-mortem.

Actually I have complained to Amazon... and they have always responded within a couple days and in one case where I complained about Prime Video, they called me on a Sunday, which shocked me because everything is otherwise closed in Austria, except gas stations, restaurants and hospitals.

Google on the other hand, I make complaints or suggestions once every couple months and 99% of the time I don't even get a boilerplate response.

Amazon support is from everything I've heard and experienced great.

So don't lump everyone together in an attempt to paint DO in a better light when it's not true.

Amazon and AWS. I've always been happy with the support I've received from them. It's always been easy.

If you pay for enterprise support with Amazon you can open a case with a less than 15 minute SLA [1]. With business that goes down to an hour SLA. With both plans you can create chats or calls that typically get answered within a matter of minute with and assigned to an engineer with a background in the service.

[1] https://aws.amazon.com/premiumsupport/plans/enterprise/