alt Hacker NewsHas AWS support gone downhill in the last two years? I've worked with them in the past - as both an individual and a couple startups - I always reached a human. Issues weren't always resolved as quickly as I'd like but response times were short.
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I have the same question. I always got human response after 24-48hours or after one round of messages (with an automated human or machine, not sure). But so far, across 3 accounts and a dozens of correspondence, I always got a human.
Last time I checked you had to pay something like $400/mo extra for legit, timely human support from AWS.
It has!
In the 2010s I always got an AWS support team to help.
Now I get handed off to an external partner of AWS certified contractors.
They are often terrible. They have no backend systems access and just run through the AWS equivalent of "reboot it", "defrag your disk". Basically trying to find an issue in my pipeline. Which they never do because it's the same TF scripts used for years.
Only once we waste time going through the motions do I get passed up to someone who can actually correct the backend issue in the AWS stack itself.
Tbf though I rarely ever have to contact AWS support at this point. The few times I have in the last 2-3 was due to issues after they rolled out an update or with a newer service we wanted to use.
Never have issues with stable services like S3, ECS, EKS, or RDS.
Working in small and medium businesses I've observed the same thing, and I've been quite satisfied with it. So I don't think it's really gone downhill, so GP's comment doesn't really resonate for me, but that isn't to negate their experience. Otoh I keep hearing horror stories about GCP and now I'm reluctant to try it.