How long does it usually take for AWS to respond to support queries?

I have developer support. I created a ticket 4 days ago. The good news is that I have other things I can work on. However on AWS documentation [2], Developer support plan has an SLA of 24 hours, which I guess equates to 3 business days. That being said, out of curiosity I googled to see other experiences, and I saw someone post that they had developer support plan and waited 11 days without response [1]. Are there options to have AWS bill refunded. For example, I've had AWS business support before for over a 1 year, so I know there are metrics for pricing on that plan (i.e. $100/mo or 10% of monthly AWS charges) [2]. Various AWS documentations for various SLA/resources state if a certain SLA cannot be made, then a refund is provided. AWS supposedly prides in the star principle and customer support. If you don't provide someone a 5-star rating on support responses in the management for whatever reason (maybe you gave a response 3/5 stars which is average since the support took 4 days to respond), the support engineer as well as their managers will ask you to give them a 5-star in the case (and sometimes emails). Star Principle. So, they hold themselves to a high standard. Whatever the case, I'm wondering as a customer the following scenarios:

• If I have paid support plan (developer or business), and I open just one ticket for a given month, and it takes 11 days for an initial response, could I ask for $100 refund or 10% of monthly AWS charges refund (whichever is greater)?

• If I have paid support plan (developer or business), and I open just one ticket for a given month, and it takes 11 days for an initial response, and the ticket is regarding AWS resources that is impaired or not working as expected, can I also get a refund for those resources?

• This one is a stretch, but if AWS has their "Star Principle" what about the customers that use AWS, who have their own "Star Principle". If I create support ticket and it takes 11 days for initial contact, where the support basically restates they understand that I "... [COPY/Paraphrases my ticket into their response], give me a [few days] and I'll [get back to you] ...", and during the initial 11 days, I have business impact. Maybe loss of sale, or company/branding impact because AWS did not provide support. Since AWS Star principle affected my personal company Star Principle, how do we reconcile that. For example, if during that 11 days I lost say $XX.yy dollars due to my business, as well as $XX.yy for AWS infrastructure cost associated with the case, how does AWS Star Principle help recoup that. Or if my company brand is affected, I'm not sure how AWS Star Principle can assist with this.

I know this post is similar to another [3]. However, I wanted to make my own post just to better keep track of issues going forward. For example, I was told 3-5 months ago for another ticket I created, that I own the oldest existing AWS ticket within AWS support (for any paid plan), and that's after the AWS support has closed/re/opened my original ticket due to another support engineer taking ownership 2 other times in the course of 5 years. I guess that does help improve the SLA within the AWS system. But 2x a year, support would email me asking if it's ok to close the ticket if it's not a concern. While I made a makeshift workaround for the "oldest ticket" in AWS system to date, out of principle, they should keep that ticket open until the bug is resolved. That being said, I don't really care about owning the oldest existing AWS support ticket for any paid plan, I'm more concerned about an existing ticket I created roughly 4 days ago. I hope to work on it, since that is more immediate to my current objectives.

[1] https://www.reddit.com/r/aws/comments/fe4bnr/comment/iihl9ak/ [2] https://aws.amazon.com/premiumsupport/pricing/ [3] https://repost.aws/questions/QUoHwDlUy_Sh-mCBPN90MBew/how-long-does-developer-support-take-to-respond-4-days-and-yet-unassigned