&gt; IME it&#x27;s impossible to reach a person unless you&#x27;re a multi-million-dollar org<p>I am sorry to hear that, but I can assure you it&#x27;s not the case. I&#x27;m an engineer on a newer (and therefore smaller) AWS service, and I help investigate customer complaints, from customers of all sizes, all the time. I&#x27;ll also note that not only do we handle cases that come in via our paid support, we also do deep dives for customers who post to our service&#x27;s forums and indicate issues.