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....
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".
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*
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*