[curun1r]

It think it varies based on your account. We were one of the companies that presented during the keynote at this year's re:Invent. We've also got an enterprise account. I'm not sure if either of these are a determining factor, but we get excellent support. Phone support is good and emails are answered in about an hour. They've also connected us with their engineers when support isn't able to resolve things.

On the whole, I think the only thing they could improve would be to reduce the siloing between different offerings. When dealing with an issue that spans, say, EC2 and Route 53, I would expect their support to talk to each other and present a unified response to the customer rather than require us to deal with two separate support reps. But this type of siloing goes beyond support and applies equally to the AWS product.

[b1twise]

Yes the fact that you were inside the loop enough to be part of the presentation side of re:Invent means your experience is abnormal. You've got the right contacts and profile for them to brag about you.

Having said that, we pay for their 500$/mo support offering and the responses are pretty good. We're also split between AZ's etc as recommended.