I'm an Enterprise AWS customer(well, I work for one), our account is special enough that we've got extra AWS tech people on site regularly in addition to normal support, and I've seen 1, 2, and 4 with AWS, both regular support and our on-top handholding.

On top of that AWS documentation is often both needlessly opaque, elliptical, incomplete, and outdated or otherwise incorrect.

On the other hand, if the issue isn't too obscure, AWS’s huge marketshare means that you can usually find decent answers on SO.