Earlier quoted context omitted.
Unfortunately, it's a false dichotomy you present, it's not a binary choice of fully managed or entirely roll your own. E.g., if you're running K8s (one thing I typically recommend you buy a managed one of), you can install your own Kafka in it, using an operator that does about 85% of what MSK does. Sure, you'll need to dedicate person hours to support the operator, but is supporting that any more expensive than sup…
You can open a ticket and make the weirdest of issues with MSK Amazon’s problem to deal with. Same with RDS, etc. It’s pretty great not to waste time when the lottery for the bizarrest of 0.000001% issues arise. The operator only solves the happy path. An AWS support ticket usually can solve the unhappy path.
They usually tend to be genuinely helpful but are a far cry from solving your issues themselves.