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Support failure
Support that costs more than the servers and answers less.
Basic support means you cannot open a technical ticket at all. Developer means one person, business hours, best effort. Business is a percentage of your bill for the right to be asked for a correlation ID you already sent. The pattern people describe here is consistent: a canned first reply, a request for information already in the ticket, a handoff, and then closure for inactivity while you are still waiting.