We have paid extra for support and had poor experience with support tickets that were regarding reliability. Simple questions on standard features are answered quickly enough, but we seldom need that kind of help. What we paid for was to get quick help when the AWS infrastructure caused problems for us, and that simply wasn't worth the money. It was much faster and cheaper for us to move to a different region or recreate resources. A proper support reply usually came in several days after we solved the issue ourselves. I guess the point is that if you pay AWS enough, your account manager would be able to speed up the support process. Possbly, if you spend enough on AWS the support team would prioritize your ticket.