What makes this even more insulting is that their “premium support” is trash.
You pay a percentage of your gross AWS bill and the support is useless in my experience.
You pay a percentage of your gross AWS bill and the support is useless in my experience.
I have no doubt that others have had bad experiences, but that’s not been ours.
(I have no connection to Amazon, other than as a user of AWS and retail and holder of broad-based funds some of which hold Amazon.)
But now I run a startup with about $150k in annual AWS spend and the Business Support tier has been extremely distressing.
My most recent example was a scary query regression on aurora. We could provide a query that one day started returning objectively wrong results. Share everything with support including steps to reproduce. Their response? We can’t see your data or run this query sorry but here are some docs to read about schema optimization.
On the other hand, Enterprise requests go straight to actual AWS engineers in the department of the product that you are having trouble with. In the case of VPN tunnels, we received detailed logs of the traffic across the tunnel withing minutes of submitting the request. It was truly impressive and makes me sad that I don't currently have access to that level of support.
Example: I had to parachute into an abandoned project running an ancient version of RDS Postgres. I was having a hard time working out the many steps required to actually get it to a modern version.
The agent went as far as to run through the process on their end, showing the version jumps they needed to do, config options they needed to change at each step, etc.
That was easily worth the money.