I put down my iphone and opened my laptop just to respond to this.

I've been using AWS for a couple years and never really needed support, so never tried to contact them. Recently I was assigned an Account Exec who reached out to make sure everything was cool, introduce himself, and recommend buying into at least the cheapest support tier (which was much cheaper than I had remembered). He then qualified that with great advice: "actually, you can just wait until you need it and sign up right then. No reason to pay before that".

That impressed me.

In addition, Jeff Barr personally emailed me both times I commented on his blog posts about AWS. At random hours of the day. I'm beginning to suspect that "Jeff Barr" is a non de plume fronting a group of people, like Franklin W. Dixon.