Anyone finding themselves frustrated with AWS’s Basic or Developer support response times will find no shortage of company on the Internet, primarily on Amazon’s own community forums. In my experience, and in that of many others I know, there’s little difference between Basic and Developer support, and you can often experience wait times of several days between responses from (sometimes seriously unskilled) technical support officers.
It basically puts you in the position of having to buy Amazon’s Business Support plan (which costs the greater of 100$ or 10% of your monthly bill at timing of writing), or jumping ship altogether. While this may seem a mighty expense, you’ll still come in under what you’d be paying for Rackspace’s fanatical support, while retaining all the additional benefits AWS has to offer. In short, if you can’t or won’t get yourself on business support, run, run fast.