I'm curious about what level of AWS support others are using, especially if you have production services running there. Currently, we're on developer-level support, but management is suggesting we upgrade to business-level support, and I'm not fully convinced it's necessary. What levels do you all pay for, and how has your experience been?
5 Answers
To share where we stand, we currently only have developer-level support despite having a lot of infrastructure in production. Management thinks we should upgrade to business-level support, but I really wonder if it's necessary.
Unless you're pulling that money from another budget, why not let them upgrade? I cut our support to save costs, but if someone else is paying for it, it could relieve some stress.
We also have Enterprise support, but we work through an Amazon partner. That way, we get coverage for all our accounts and some discounts, too. It requires an extra step to get direct Amazon support, but it’s worth it for the financial support and operations help we receive.
Yeah, we've gone that route before, but shifts in our financial approach are changing things up for us.
Just a heads up, if your partner is handling your support, the direct engagement from AWS can be really limited, so keep that in mind!
I've been using Enterprise support, and I find it decent, but honestly, it doesn't feel as robust as it did a few years back. It used to be top-notch, but now it's just okay, especially post-Covid. Still, I think it's much better than what I've heard about GCP or Azure.
I totally agree with that! Support quality seems to have dropped a lot. It feels like we're playing support roulette more often these days.
What specific areas do you feel have degraded? Just curious!
On the flip side, I've been using AWS for almost ten years and haven’t needed support at all. If that changes, I can just upgrade whenever I need to.
Sounds like we're in the same boat! Glad to hear it’s working out for you.
Honestly, I spend millions annually on AWS, so Enterprise support feels mandatory for us. Sometimes I experience great help, but other times I just get agents who read documentation. If that happens, I escalate to my Technical Account Manager (TAM).
If your management is fine waiting around for 12 hours for a response on critical issues, they might not grasp the gravity of the situation. Support isn't just about getting help; it's about how fast you can get it.