Trust me, this doesn't cover all their issues. Don't get me wrong, we love our AWS stack, but we've had all sorts of weird stuff happen over the years, from zombie ELBs hitting the wrong hosts to invisible SGs... sometimes we see from twitter that others are seeing the same things, but AWS don't ever confirm or deny anything, they just stall then tell you when it's fixed. I guess its support in terms of something to give to your PHB, but when something goes wrong within AWS, it's a very black box - which isn't surprising.