4 ms·

They charge on ticket-basis even if it is their fault?

• lysace 2y ago
  They charge a percentage of your spend for access to this support, starting at 10%. Yes, that is both smart and gross.
• makeitdouble 2y ago
  The cause doesn't really matter, you pay for priorized access to them (otherwise you can send your complaints to the customer service like a message in a bottle) It works the same for most companies where their product is a foundation of your business. Think Apple store for instance: you'll pay for premium support tickets to have expedited reviews of your apps, even if it's to work around a bug they just pushed in their new OS update.
  • deleted 2y ago
    [deleted]
• calmbonsai 2y ago
  No. It's usually a small percentage of spend, but there are "tiers" mostly related to how much (if any) of their Pro-Services you're already contracting. One "hack" I've recommended for larger enterprises is to budget a minuscule amount for their pro-services, but only to rely upon AWS "Principal or Product" engineers. I've been involved in far too many "Pro Services Remediation" engagements.