Thats an interesting perspective, I never thought about it that way, because I expect at least some support when being a paying customer, even a small one. (aprt from that, we have around 10 seats, so we may be smaller, bot its not "nothing"?)

It is nothing. There are many individuals that run 10 seats, not even business, and unless you are paying API per token rates you are a loss already without answering a support ticket ! Unfortunately ...