[everfrustrated]

AWS allows you to choose the level of support they offer you.

This is a feature not a bug.

Good customer support is worth its weight in gold and is very expensive for a company to provide.

AWS lets you choose. This is best for everybody - those who value it get support from people who aren't seen as a cost centre and are given time to help their customers, and aren't cross subsidising those who don't value it which would cause a downwards pressure on quality.

As a consequence - if you pay for it - AWS has some of the best support I've had from any vendor and is a large part of why I continue to recommend them.

[kderbyma]

Companies can afford good service. amazon chooses to nickel and dime for it. not because of quality and certainly not because they cannot afford it....

[LilBytes]

Support isn't for free, and even their developer support is good, you instead pay for response times. If OP wanted a quicker response time, then you should pay for much more than just support as a "developer".

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

As others have said, OP fucked up by not taking on a business support plan, AWS has the best support I've seen in a Cloud environment, Google Cloud being a close second. Azure being marginally better than Google's consumer support services and Facebook, e.g, a little better than trash.

Edit:

Business support SLAs, what OP should be on (link above): General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system down: < 1 hou

What they are on: General guidance: < 24 hours* System impaired: < 12 hours*