Comment by esikich
18 hours ago
What do you mean "even get attention from someone"? Enterprise contracts have support included. You can get an engineer on the phone within 24 hours. As long as you are competent enough to answer their questions, their support has been fairly good in my experience.
The initial support tech is typically outsourced and responds with: “Yes, it is broken… by design.”
Attention means an engineer who can fix the problem, not an off shore phone jockey paid to make you quietly go away.
Yes, it's triage. They do the basic steps, get relevant info, and try to figure out the right team to send it to. This is how support everywhere works.