True but I have to say Microsoft support is pretty awful. Most of the tickets that aren't trivial (and most aren't since we have pretty experienced people) end in endless "give us more logs / try one of the many things we've asked to try before again" loops until we either find the cause ourselves or a workaround.

I know business premium support is a selling point (ironic because it actually costs money on its own) which is good for the CYA of top management. Someone to blame when stuff goes wrong. But it doesn't really solve issues on the floor and Microsoft isn't alone in that.