In the two years I worked on serverless AWS I filed four support tickets. Three out of those four I came up with the solution or fix on my own before support could find a solution. The other ticket was still open when I left the company. But the best part is when support wanted to know how I resolved the issues. I always asked how much they were going to pay me for that information.

>You never hosted on AWS, did you?

Previously 2k employee company, with the entire advertising back office on AWS.

Currently >$1M YR at AWS, you can get the idea of scale & what is running, here: https://www.youtube.com/playlist?list=PLf-67McbxkT6iduMWoUsh...

Enterprise Support never disappointed me so far. Maybe not <10 minute response time, but we never felt left alone during an outage. But I guess this is also highly region/geo dependent.