Ask HN：AWS 技术支持质量下降了吗？
1 分•作者: frenchtoast8•3 个月前
多年来，我一直听说，在所有主要的美国云服务提供商中，AWS 的支持相当不错。我也这么说过，并且一直相信这一点。
但现在，我已经开了超过两周的工单，AWS 方面没有任何回应，甚至连最初的“我们正在调查”的消息都没有。我也联系了我的客户经理、客户经理助理和解决方案工程师，但他们都没有回复。更令人担忧的是，我从另一家公司的至少一个人那里听到了完全相同的情况。
我的组织正在支付 Business+ 支持费用，我们的年支出达到八位数，根据他们的网站[1]，最低优先级的响应时间要求是 24 小时，但现在已经超出了 14 倍。如果他们是这样对待我们的，我无法想象早期初创公司会受到怎样的伤害。
亚马逊已经强制实行了 RTO（重返办公室），在最近几个月裁掉了数千人，现在又强制要求人们通过他们的 AI 支持代理来处理所有新开的工单。AWS 的支持服务是不是要出问题了？
1：https://aws.amazon.com/premiumsupport/plans/
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For years, I have always heard people say that of all the major US cloud providers AWS had pretty good support. I have also said this and believed it.<p>Now I have had cases open for more than 2 weeks without any response from AWS, even an initial "we're investigating" message. I have also looped in my Account Manager, Associate Account Manager, and my Solutions Engineer, all of whom have not responded. Concerningly, I've heard the exact same thing from at least one other person at a different company.<p>My organization is paying for Business+ Support and we have an 8 figure annual spend, and according to their website[1] the lowest possible priority requires a 24 hr response time, which has been exceeded by 14x already. If this is how they're treating us I can't begin to imagine how early stage startups are hurting.<p>Amazon has enforced compulsory RTO, laid off thousands in recent months, and is now forcing people to interact with their AI support agent for all new open cases. Is the writing on the wall for AWS support?<p>1: https://aws.amazon.com/premiumsupport/plans/