Ask HN: Has AWS Support fallen off?
3 comments
It can't be worse than Azure support.
When was it good? But yes.
AWS support (even Enterprise support) was always hit and miss.
At least with Enterprise support you can yell at your TAM, which sometimes is less effective than you would think, considering the price.
At least with Enterprise support you can yell at your TAM, which sometimes is less effective than you would think, considering the price.
Now I have had cases open for more than 2 weeks without any response from AWS, even an initial "we're investigating" message. I have also looped in my Account Manager, Associate Account Manager, and my Solutions Engineer, all of whom have not responded. Concerningly, I've heard the exact same thing from at least one other person at a different company.
My organization is paying for Business+ Support and we have an 8 figure annual spend, and according to their website[1] the lowest possible priority requires a 24 hr response time, which has been exceeded by 14x already. If this is how they're treating us I can't begin to imagine how early stage startups are hurting.
Amazon has enforced compulsory RTO, laid off thousands in recent months, and is now forcing people to interact with their AI support agent for all new open cases. Is the writing on the wall for AWS support?
1: https://aws.amazon.com/premiumsupport/plans/