Ask HN: Has AWS Support fallen off?

2 points

2 months ago

For years, I have always heard people say that of all the major US cloud providers AWS had pretty good support. I have also said this and believed it.

Now I have had cases open for more than 2 weeks without any response from AWS, even an initial "we're investigating" message. I have also looped in my Account Manager, Associate Account Manager, and my Solutions Engineer, all of whom have not responded. Concerningly, I've heard the exact same thing from at least one other person at a different company.

My organization is paying for Business+ Support and we have an 8 figure annual spend, and according to their website[1] the lowest possible priority requires a 24 hr response time, which has been exceeded by 14x already. If this is how they're treating us I can't begin to imagine how early stage startups are hurting.

Amazon has enforced compulsory RTO, laid off thousands in recent months, and is now forcing people to interact with their AI support agent for all new open cases. Is the writing on the wall for AWS support?

1: https://aws.amazon.com/premiumsupport/plans/

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