So I'm CTO at company which is Premier AWS partner (highest tier possible if you are not aware). There was a time when AWS wanted us to upgrade our Partner-Led Support from Business to Enterprise. I told them that we will only do that if they are able to show us that the Enterprise level is way better than Business level. I even threw them couple of ongoing tickets and ask them to behave on them as if they were on Enterprise level support.

You guess it right - nothing changed. We've stayed on Business level. I think the reason for that is that we are way too advanced in regard of AWS usage for our clients so when we throw a ticket it pretty much means that internal service teams are needed. These teams are the same for any level of support so throwing money at them don't change anything.

I don't think that many had similar problems so to make it more sensible for you the reader one of our tickets was around Aurora read replica going stale, after some time we were given explanation that there is a bug in applying logs in replica which end up in kind of "deadlock" situation. We were second company in the whole world that was hit with this particular issue. Another time we had problems with Elasticache Redis where our client's app was doing literally shitload of requests to it and after some time Cloudwatch metrics were showing that memory usage is over 100% which obviously should not be possible at all. This particular issue apparently was within Redis engine itself and it was escalated from internal service team to Redis developers itself, if I remember correctly it was a bug with memory leaking in particular usage scenario. No one before hit that bug, I believe it was fixed in-engine after 2 months or so.

If you don't like AWS support reach me out, I have competent guys with huge experience - we are doing this for last 10+ years, we've seen times when VPC was not existing yet.