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Comment by blarghyblarg | Hacker News Reader

Some of the higher tiers of AWS enterprise support are INCREDIBLE. They're close the level of support I'm contracted to provide as a full time IC. Stuff like turnaround within hours? 30 minutes for critical issues? It just sounds like they're not a huge account.

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Their point was, if you’re a small account you get terrible support. Saying huge accounts great support isn’t relevant for the overwhelming majority of AWS customers.

We don't have a huge account for our AWS. I'm not even sure of the tiers of support. The account manager we had assigned to us was great.

Not my experience at all - I was a small account. I was paying for support. They went way outside support scope and seemed to think nothing of it, they should tell customers to pound sand more often probably, but it seemed like they are willing to troubleshoot customer issues pretty thoroughly.

Did have some complaints about some things (classic flat network going away if you started with that had some bumps).

As a nobody with a few side projects on AWS I found support incredibly helpful- walking me through a long process of how to turn off and lock services when my account got hacked and a huge bill ran up.

I have a mid seven figure/year AWS spend and still have grandfathered "dev" level of support. Haven't gotten the (ridiculously expensive) "enterprise" level support because I'm just so happy with what we get with "dev" plan.

There is a mid level business tier.

We have a grandfathered in "dev" support that doesn't require a monthly percentage. Every plan otherwise has a 3-10% marginal premium.

What are all these declarations of "incredible" and so on? Where's the proof? Where's the bug tracker? I wrote literally that you cannot file a bug, and all answers here "oh, it's so great!" but still nothing about that bug tracker...

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