Serious question, when would you need to use support? I always wonder that when people say Microsoft is better than Linux because it has support, but actually I've never had a time when I needed Linux support.....
I've had to use their support many times for many complex problems around things like networking, outages, feature requests, and so on. It is truly a mixed bag. They have highly competent people working there. The problem is, they have layered in an intentionally incompetent tier of people in front of them. That's support.
I've never got much use out of AWS support for single-server installations, and my natural inclination is just to let things ride or work around them anyway. Once you are committing yourself to SLAs, and you've hired someone a bit shoutier to keep operations running they will suddenly find a lot more things to call up and try to get fixed, or at least get a story on why they went wrong and what we can do to mitigate. As you start to spend the sorts of money where the Enterprise support is economical it gets very useful indeed, with people to call who can actually chase down problems and make things happen.
- instance needs to be force stopped, that doesn't always work in the AWS console, you have to open a support case
- scaling things up: s3 buckets that get sudden amounts of traffic need to be manually partitioned, ELBs as well
- they have more logs on the backend you can't see: ELB logs aren't complete for example, they have more detailed logs only support has access to
- RDS failovers: determining if a RDS failover was due to a maintenance period or a hardware problem
- SNS/SQS errors: 5xx from SNS/SQS due to backend issues you have no control over
- Accidently used the official CentOS AMI? Oops, that AMI is "locked" and doesn't let you mount the image on another instance to get your data, you have to use support to get them to remove market codes
- New instance types don't alway boot correctly, this happened with i2s, they'd just fail to boot sometimes
- Accidently use CloudFormation to deploy your stacks? Lots of support tickets to fix all the backend problems with that, but at least Terraform solves that now :)
I've had to use the support to find out why their LB kept marking my machines offline. My logs showed all 200 OK responses, time were good. The ELB logs showed success too! But then, magically, every other month ELB would shit. The "support"? Just make a new ELB. Which we did. Nice thing about cloud: don't diagnose issues, just make a new instance of X