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We’ve had excellent experiences with AWS enterprise support over several instances. It’s not cheap (nor is AWS overall), but my experience is that the support i

We’ve had excellent experiences with AWS enterprise support over several instances. It’s not cheap (nor is AWS overall), but my experience is that the support is quite good rather than useless. I have no doubt that others have had bad experiences, but that’s not been ours. (I have no connection to Amazon, other than as a user of AWS and retail and holder of broad-based funds some of which hold Amazon.)

encoderer 2y ago
That’s good to hear and I have had good experiences when I worked at a large company with a giant bill and a dedicated TAM. But now I run a startup with about $150k in annual AWS spend and the Business Support tier has been extremely distressing. My most recent example was a scary query regression on aurora. We could provide a query that one day started returning objectively wrong results. Share everything with support including steps to reproduce. Their response? We can’t see your data or run this query sorry but here are some docs to read about schema optimization.
- Corrado 2y ago
  Yes, it's been my experience that there is a huge gulf between the "Premium" AWS support plans (Enterprise) and all the others. The Enterprise plan is extremely pricey but you get very good support. I've tried debugging site-to-site VPN connections using both Business and Enterprise and there is no comparison. Business requests are processed by an overseas support team and you usually get a reply 24-48 hours. The reply is generally non-helpful and usually just suggests KB articles to look at. On the other hand, Enterprise requests go straight to actual AWS engineers in the department of the product that you are having trouble with. In the case of VPN tunnels, we received detailed logs of the traffic across the tunnel withing minutes of submitting the request. It was truly impressive and makes me sad that I don't currently have access to that level of support.

encoderer 2y ago

That’s good to hear and I have had good experiences when I worked at a large company with a giant bill and a dedicated TAM. But now I run a startup with about $150k in annual AWS spend and the Business Support tier has been extremely distressing. My most recent example was a scary query regression on aurora. We could provide a query that one day started returning objectively wrong results. Share everything with support including steps to reproduce. Their response? We can’t see your data or run this query sorry but here are some docs to read about schema optimization.

Corrado 2y ago
Yes, it's been my experience that there is a huge gulf between the "Premium" AWS support plans (Enterprise) and all the others. The Enterprise plan is extremely pricey but you get very good support. I've tried debugging site-to-site VPN connections using both Business and Enterprise and there is no comparison. Business requests are processed by an overseas support team and you usually get a reply 24-48 hours. The reply is generally non-helpful and usually just suggests KB articles to look at. On the other hand, Enterprise requests go straight to actual AWS engineers in the department of the product that you are having trouble with. In the case of VPN tunnels, we received detailed logs of the traffic across the tunnel withing minutes of submitting the request. It was truly impressive and makes me sad that I don't currently have access to that level of support.