Comment by awskinda

> We're paying north of 500K per year in AWS support (which is a highway robbery), and in return you get a "team" of people supposedly dedicated to you, which sounds good in theory but you get a labirinth of irresponsiblity, stalling and frustration in reality.

I’ve found a lot of the time the issues we run into are self-inflicted. When we call support for these, they have to reverse-engineer everything which takes time.

However when we can pinpoint the issue to AWS services, it has been really helpful to have them on the horn to confirm & help us come up with a fix/workaround. These issues come up more rarely, but are extremely frustrating. Support is almost mandated in these cases.

It’s worth mentioning that we operate at a scale where the support cost is a non-issue compared to overall engineering costs. There’s a balance, and we have an internal structure that catches most of the first type of issue nowadays.