Because it's cheap, when this happened we were running on free credit, and as a young bootstrapped company, spending $0 is quite attractive. DO had humans in t

Because it's cheap, when this happened we were running on free credit, and as a young bootstrapped company, spending $0 is quite attractive. DO had humans in the loop, they just followed a wrong process and choosed to cut communication. Also, the probability of loosing your account vs having to spend $20k a year just for support is a quick decision to make when you start from nothing. Today, I work for a company with billions in revenue, and it would be unthinkable to not get an AWS Account manager. In the end it's always about risk vs reward.