We were first alerted to an issue by our monitoring at 4:20 Pacific, 40 minutes before AWS updated their status page. It's infuriating that AWS doesn't communicate more promptly and transparently when an issues like this occurs.
Finally, chat came through--but only after a wait far longer than what their SLA guarantees.
Point being that support probably isn't going to get you much either, especially given that they aren't holding to the 1hr SLA.