... on the other hand not firing people for negligence is how you build a moat, and pump the stock.
Of all the software vendors out there, Google is the last one I'd use, and I certainly wouldn't rely them to run my business.
I pay for dev support on aws and have had good support on Amazon retail as well. They can actually solve issues. I think Amazon retail credited me a very expensive purchase not because they could see the screwup their side but could understand what might have happened and maybe looked at my insanely long purchase history with virtually no returns and just made a call on the issue. Aws dev support should stick to scope - I do think some folks get way outside AWS specific stuff and into user solution configuration error stuff