Yeah. I've never paid for any sort of support contract and have never once ran into an issue where (1) I couldn't reach someone and (2) that person wasn't empowered to fix my issues. And by "issues" in some cases I'm talking like "facilitate a $150k refund".
Hell, I've been testing some "beta" products in AWS on my personal account with a spend of like... a couple grand a year and been put in touch with the lead engineer on the team responsible for the product to dig into my problems.
Google, on the other hand, even paying over a million a year for AdWords I regularly ran into problems that crossed into other domains and while the AdWords support staff were relatively easy to get a hold of, even once you were over the wall they were pretty honest in saying they wouldn't be able to get support on issues crossing into other teams and just suggested trying to find workarounds.
Hell, I've been testing some "beta" products in AWS on my personal account with a spend of like... a couple grand a year and been put in touch with the lead engineer on the team responsible for the product to dig into my problems.
Google, on the other hand, even paying over a million a year for AdWords I regularly ran into problems that crossed into other domains and while the AdWords support staff were relatively easy to get a hold of, even once you were over the wall they were pretty honest in saying they wouldn't be able to get support on issues crossing into other teams and just suggested trying to find workarounds.