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> Seriously, if you are not big and cannot afford losing tons of money

I would also set the threshold at "if you cannot afford premium support and a TAM allocated to you"

A TAM being a Technical Account Manager, some representative from AWS who is assigned to you who should become your point of contact with AWS.

We do have an account manager, but they are pretty unresponsive and reply to emails very slowly. It would take a week for a round of messages.

you should escalate this to their manager i guess. you're probably paying a chunk of their salary.

but then again, google is not really well known for their support experience.

How can I get their manager's contact? By asking a friend at Google?