Today Amazon announced that they will start offering premium support options for their web services.
AWS Customers who sign up for AWS Premium Support will receive personalized technical assistance from the Amazon Web Services team, whenever and as frequently as their business demands. The service offers support for operational issues or technical questions during development, test or integration. Customers can contact AWS developer support engineers and count on fast, predictable response times and personalized support to help bring their issues to resolution. AWS Premium Support is currently available to customers of the Amazon Simple Storage Service (Amazon S3), Amazon Elastic Compute Cloud (Amazon EC2), and Amazon Simple Queue Service (Amazon SQS).
The pricing seems reasonable for the services especially since you an open an unlimited number of cases.