I don't work there but 1 note about support plans at companies: You will get what you pay for. If you have an SLA of 1 hour you will get your reply in an hour

I don't work there but 1 note about support plans at companies: You will get what you pay for. If you have an SLA of 1 hour you will get your reply in an hour. If you don't have that (lets say you have a 12 hour SLA) the team, even if they can answer your question right away, is likely going to hold off on it for awhile because you haven't paid for that level of service. It's also protection as their response could lead to another reply from you and possibly a call would have to be scheduled and then meanwhile a few important tickets from clients that pay for the extra service come in and now they are backed up. Sales guys should be calling you constantly though!