I personally reply to customers inquiries on a very famous AWS product where the client was asking why the execution was interrupted after the timeout they set themselves expired and why it was a timeout error.
I am an engineer working on such products and it was a routine on-call shift where I got this kind of question.
Admittedly we should have this cover by our support engineers, that are very very good, but this one slip through and I took the time to answer such query.
I am not a fanboy or anything, I could not be further from a fanboy or a blind fan.
But after working on AWS, I do suggest it as very sensible choice. Again, not because it is my employer but because they really take care of operations and customers.
Screw ups can happen but they are very rare in my experience.
My only problem with AWS support is that they start every ticket assuming it is a basic, RTFM-type of inquiry and it can take a bit of effort to guide them toward more helpful responses. Once you get there they eventually get to your answer.
Here is a ticket I opened recently (paraphrased):
> Me: I'm seeing an S3 charge in my billing and usage report called "AMZN-Out-Bytes" what does this mean? I already read the list of billing codes in this page (link) and it's not there.
> Support: Actually the majority of your report is "DataTransfer-Out-Bytes" charges which is caused by egress traffic to the internet. For more information see (link I already gave them).
> Me: Thanks but I don't need assistance with that billing code, please explain "AMZN-Out-Bytes." And can you explain how it's different from "AWS-Out-Bytes" as explained in (link)?
> Support: As explained in the page you linked, "AWS-Out-Bytes" refers to data transferred between different regions in the AWS network.
> Me: Please explain "AMZN-Out-Bytes."
> Support: Please close this ticket and reopen it with the S3 team. (who ended up answering my question)
In comparison, Google support could only be described as hostile, seemingly looking for any reason to close the ticket as my fault.
I am an engineer working on such products and it was a routine on-call shift where I got this kind of question.
Admittedly we should have this cover by our support engineers, that are very very good, but this one slip through and I took the time to answer such query.
I am not a fanboy or anything, I could not be further from a fanboy or a blind fan.
But after working on AWS, I do suggest it as very sensible choice. Again, not because it is my employer but because they really take care of operations and customers.
Screw ups can happen but they are very rare in my experience.