Sorry, I didn't phrase that well - it wasn't really supposed to be a criticism of AWS, but rather (what I thought to be) an interesting observation about how their model differs from most services.

To be fair to AWS we don't need support often; we really only have problems when everyone else does (major outages) and we can follow the status of that online, we don't need to call someone to be told "we're working on it". Also our account manager is responsive and pro-active in helping us out, and they've put us on free Business Support trials a couple of times, but because we need it so infrequently there's really no reason for us to fork out for it.