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I've seen cases where an AWS support bill was basically serving as a part time engineer for a small team. They really are very, very good, especially enterprise support plans. This alone and what I've experienced from Google support means I would never take my business into google's cloud. No shot. AWS seems to understand pretty well their customers and their needs and it is a competitive advantage.

This is highly unexpected. I use other Amazon services and their support is crap.

Why is aws different? Is it earning them so much money they find the support to be worth doing?

Yes.

Large companies with large AWS spends will have dedicated AWS support folks who are essentially “professional services” AWS support

Yes. AWS enterprise support costs a minimum of USD 15k/month. You receive a dedicated TAM and account SA for more strategic projects or problems, as well as faster live-help response through the ticket system.

the difference is that AWS support is pricey