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While you do pay for AWS support, I must say that in my experience AWS support is pretty top notch. I don't particularly like the (somewhat) recent changes where the priority of your ticket is based on your support plan but I'm guessing it's because everyone always chose "critical" when making small support ticket.

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In my experience with AWS support, it's a major difference on whether you are asking EC 2 questions or some of the lesser used service questions.

For Media services, the supporter will almost always need to coordinate with an internal team, which there is no visibility over, and then it becomes a game of telephone to make the supporter relay the information in a way the internal team understands. I've had the same thing happen with peering/networking related questions.

For EC 2, VPC, DynamoDB kinda questions, they are indeed pretty good.

I guess that makes sense. The quality of their support is probably directly correlated to the level of internal tooling to help diagnose issues. For more popular/older services that tooling is probably better.

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