My client bought in the marketing slides of an Indian company that there was response within x hours of raising an incident, not actually solving but response. It's basically a "hi, we started the triage see you", in another one, DocuSign to not name, with the premium support, we are basically redirected to their help page even after 2 or 3 exchanges for clarification. Support is just awful everywhere. Hell, our management is asking the same with our L1-L2 ones for internal customer.