My experience with AWS has been exactly this. I had a Cognito question/issue on IOS that I posted to stack-overflow and got a quick response from an engineer at Amazon. Also I posted a support ticket (zero paid support) to increase my sns API calls limit (which didn't end up being required because I was doing it wrong) and they got back to me over a few days to a week.
On the other hand, Google takes my Android app off the play store with next to zero details on the reason why and I have next to zero methods to contact them. The only way I was able to get my app back was to remove features via trial and error to determine what part was infringing. Why would i partner with Google again for hosting?