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Only incident we needed AWS support we had an engineer on call with us for several hours (including a shift change for them). Might’ve been a one-off but has seemed like their support is pretty phenomenal (also talked with someone who worked there and they thought it was good).

If you pay for enterprise support they will absolutely stay on a call with you during a production outage. Best support I've seen from any of the vendors I've used.

100% this. I have used support multiple times, there were times when calls took more than 12 hours. We used basic and Whenever I needed support I turned on to "Business" - from memory it costed 100 bucks a month.

I love the fact that AWS was willing to make kernel updates to support our use cases within a week of flagging it

It’s mostly stuff they would have done on aws anyway, and probably with crappy tools/reproducability