[adave]

Its a hard role to do right and empathy is probably asking too much for how much support folks get paid. Now there are people who go above and beyond but that's on their own personal cost.

Every metric is tracked and its second worst role after Ops roles like warehousing.

Maybe yours is a smallish business who has never had these issues before, it always help to have a dedicated support to reach out to during serious outages.

Also you didnt mention which support plan your firm is on - https://aws.amazon.com/premiumsupport/pricing/

[citguru]

Developer Plan

[synicalx]

Well I mean.... there's your problem right there. You're paying for a 12 hour response time, on a plan the AWS has told you fairly explicitly is NOT for production or mission critical workloads.

I get that it's frustrating that they try and nickel and dime you on support costs, but at the end of the day you do get what you pay for. I've used Business and Enterprise support in the past and always had very good support from them delivered very quickly.

[LilBytes]

I'd start by going to business plan and trying again.