Most of the big players like Microsoft charge enterprise customers for support on top of everything else. And this "premium support" still sucks. Microsoft outsources to Accenture who then outsource again to some random dopey small companies in the middle East so you get calls in the middle of the night from Qatar by someone who has no more knowledge than what the docs say. Which you've already read yourself otherwise you wouldn't have gone through the hassle of logging a ticket. Because outsourcing causes barriers between the people who built the thing and the people who support it.

In most of these cases we either give up because the support is so useless, or someone high up calls Microsoft and gets the case escalated away from Accenture to someone in Microsoft who actually knows something.

Personally if I were a CIO I would really be pissed at having to pay for this kind of "support". But yeah these guys rub shoulders with Microsoft all the time who tell them it's all amazing.