Customer support will relate to what you pay for it... And in this case, it’s free! ;-)
There are of course different classes of support. Corps tend to pay for the Premier support level from Microsoft because it’s very good.
Don't piss on my leg and tell me it's raining, ok?
I've written all sorts of software for the past 32 years, and the notion of charging my clients for ''support'' is and always has been foreign, indeed offensive, to me. My policy has ALWAYS been: if the software doesn't operate correctly by YOUR standards, then I fix it...completely without charge.
Don't even think of lecturing me about customer support, esp as practiced by your firm.
I will -- not might but WILL -- cite you chapter and verse, dates and timestamps, about how badly and brazenly your firm's CS, over the past 15-20-odd years, has preferred to fellate deceased canines. speaking figuratively, rather than to offer --- for sale or not -- proper and immediate and, above all, competent advice about how to solve a problem concerning one or another of your firm's bits of software.
''Classes of support'', is it?
There's only one ''class'' of support for software, mate: it's the ''class'' that gets the job done, the software working properly, and the client back to doing productive things and back to his or her ordinary business.
When you chaps at MS figure this out, do get back to me, would you please?
But NOT before.