> Most of these people never actually involve support they paid for ever.

I've only been in an involved role at one enterprise large enough to pay for support contracts like these, but that one had no trouble getting vendors onto the WebEx while troubleshooting things even if it wasn't clear yet that it was the vendor's fault.

(In fact, they were paying enough that the vendors would actually just hop in to help out with the internal configuration. The most we ever heard were grumblings that we used too high of a priority level on the tickets, but even then, the sentiment from the managers was generally "we're paying for it, and we'll handle those complaints, so do what you need to do to get them on the line.")