Most companies I worked at had a layered on call structure where level 1 would be someone like a Customer Relationship Manager, Level 2 would be someone from th

Most companies I worked at had a layered on call structure where level 1 would be someone like a Customer Relationship Manager, Level 2 would be someone from the "sysadmin" side, Layer 3 - an engineer from the dev side. Once the issue would get escalated to L3 it became a crapshoot as even having someone from the dev side does not guarantee them knowing anything about the system or a part of the system that is having an issue.