10 hours isn't too bad when dealing with a giant organization. Often problems cut across teams and services, and troubleshooting then liaising and ultimately getting a remediation action through (which might involve producing, testing and releasing a patch) all takes up time. Sometimes things blow out to weeks!

Personally, my last AWS Support ticket was pertaining to Lambdas and I got a very good answer. I was impressed.

It's important I think to appreciate working in support is difficult work, every single day is a customer with their own urgent problem. When urgency is the norm, it's not urgent. And heart? It can be soul sucking work.

In my observation support takes the brunt of the rest of the orgs shortcomings, bad releases, deprecated features, etc, drive customers towards you in unfortunate circumstances. Sometimes there's a whole waterfall of shit raining down on you, and it ain't your fault, and there's nothing you can do or could have done.

And to add insult to injury, you're normally at the bottom of the org pecking order.

As I say, difficult work. I salute all those who do it!