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Not my experience at all - I was a small account. I was paying for support. They went way outside support scope and seemed to think nothing of it, they should tell customers to pound sand more often probably, but it seemed like they are willing to troubleshoot customer issues pretty thoroughly.

Did have some complaints about some things (classic flat network going away if you started with that had some bumps).

We don't have a huge account for our AWS. I'm not even sure of the tiers of support. The account manager we had assigned to us was great.

As a nobody with a few side projects on AWS I found support incredibly helpful- walking me through a long process of how to turn off and lock services when my account got hacked and a huge bill ran up.