[abrookewood]

To be honest, I've always found their support to be really good. Sometimes it can be a little slow to start, but I regularly experience technicians that go way above what I would expect to assist me & deliver a great outcome. If other companies in Australia were as responsive as them (e.g. telcos), I'd be a very happy man. EDIT: I'm on Business Support, so maybe that's your issue?

[vacri]

I'm also in Australia and have nothing but good things to say about AWS support, and are usually solved by the first responder (not necessarily on the first response). The technical skill has generally been pretty good.

But it's not specific to us down under - the support contacts come from all over the globe. We dropped from Business to Developer support when the $A tanked in order to save a buck, and it just takes a little longer is all - no real drop in quality. I wish other large companies had their level of support quality.

[jsjohnst]

I'm on business support too and generally am talking to a rep in minutes. They aren't always able to find the problem before I do, but I always get follow up details later on the how / why that they did determine.

[bmurphy1976]

I wish our experience was like this. We used to have business level but we dropped it because we weren't getting value for it. Our experience was slightly better when we had it but we still ended up either fixing most problems on our own or waiting them out.

[jsjohnst]

How much do you pay per month for AWS? That might be a difference.

[reustle]

> Sometimes it can be a little slow to start

Which is unacceptable for one of the largest infrastructure providers. So many times we were sitting around twiddling our thumbs waiting for our expensive amazon support to get back to us when things were broken.