I had an Urgent-level issue just two days ago (1-hr SLA), also with business-level support through AWS Activate, and it took them THREE hours to get back to me,

I had an Urgent-level issue just two days ago (1-hr SLA), also with business-level support through AWS Activate, and it took them THREE hours to get back to me, with me simultaneously waiting on one chat and two phone lines to try to get in contact with anyone I could, Finally, chat came through--but only after a wait far longer than what their SLA guarantees. Point being that support probably isn't going to get you much either, especially given that they aren't holding to the 1hr SLA.