As another commentor said, it very much depends on how much you're paying for support. If you pay enough you can get a much better response than that. Your op

As another commentor said, it very much depends on how much you're paying for support. If you pay enough you can get a much better response than that. Your open source case is also perhaps a touch optimistic, it implies you have technologists capable of debugging and patching every single part of your tech. stack. As companies grow and need more software and also as the tech ages that gets less and less likely to be the case in my experience.