Since you use to work for Amazon, I would suspect that your bar for acceptable support would be a lot higher. Even on the business support plan, opening up a ticket and starting a live chat is close to immediate with AWS. I’ve used them as the “easy button” plenty of times when I probably could have figured out the issue myself but didn’t want to waste time. They are batting close to 100.

The one exception was a weird ECS error I kept getting that they couldn’t figure out. I realized later on that I hosed the permissions trying to do something cross account.

I’m sure they would have eventually figured that out.