they all play the same game with support:
there's "bronze" support for people who don't know or can't afford better
then there's "gold" support for people with a bit more money
then there's "gold with purple stripes" for people with more money than sense
And then there's "platinum" for people who can't afford downtime and don't care how much it costs as long as they can get through to a real engineer with no messing about