> "regular cadence meetings with our AWS account manager" and I am not sure what could be discusse.
As being on a number of those calls, its just a bunch of crap where they talk like a scripted bot reading from corporate buzzword bingo card over a slideshow. Their real intention is two fold. To sell you even more AWS complexity/services, and to provide "value" to their person of contact (which is person working in your company).
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.
So even when you want to reach out to that team you have to first to through L1 support which I'm sure will be replaced by bots soon (and no value will be lost) which is useful in 1 out of 10 cases. Then if you're not satisfied with L1's answer(s), then you try to escalate to your "dedicated" support team, then they schedule a call in three days time, or if that is around Friday, that means Monday etc.
Their goal is to stall so you figure and fix stuff on your own so they shield their own better quality teams. No wonder our top engineers just left all AWS communication and in cases where unavoidable they delegate this to junior people who still think they are getting something in return.
> 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.
In my experience all questions I've had for AWS were:
1. Their bugs, which won't be fixed in near future anyway.
2. Their transient failures, that will be fixed anyway soon.
So there's zero value in ever contacting AWS support.
As being on a number of those calls, its just a bunch of crap where they talk like a scripted bot reading from corporate buzzword bingo card over a slideshow. Their real intention is two fold. To sell you even more AWS complexity/services, and to provide "value" to their person of contact (which is person working in your company).
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.
So even when you want to reach out to that team you have to first to through L1 support which I'm sure will be replaced by bots soon (and no value will be lost) which is useful in 1 out of 10 cases. Then if you're not satisfied with L1's answer(s), then you try to escalate to your "dedicated" support team, then they schedule a call in three days time, or if that is around Friday, that means Monday etc.
Their goal is to stall so you figure and fix stuff on your own so they shield their own better quality teams. No wonder our top engineers just left all AWS communication and in cases where unavoidable they delegate this to junior people who still think they are getting something in return.