My experience with AWS support for performance issues is similar. My ticket for an Aurora RDS performance issue ended up in a kind of purgatory where they conti

My experience with AWS support for performance issues is similar. My ticket for an Aurora RDS performance issue ended up in a kind of purgatory where they continued to ask for more information and more tests on my side, continued, to infinity. Once one support engineer was satisfied with my results, the ticket would go dark for months, and when I would follow up, another (new) engineer would ask for a whole new round of tests, logs, etc., typically for the latest release. After a few rounds of back-and-forth, I eventually gave up. (I even gave them permission to copy test snapshot data, at their request, and sample queries to reproduce the issue. They could have done all the testing they wanted in-house. But that might have actually required them to spend time on their side to diagnose and fix something, I guess.) It wasn't a critical issue, exactly, and we worked around it in code. I mostly just wanted to report a problem.