I'm not sure if I follow your question. I worked in Windows NT networking escalation/debug support. We did NT4 and Windows 2000. You had to have a support contr

I'm not sure if I follow your question. I worked in Windows NT networking escalation/debug support. We did NT4 and Windows 2000. You had to have a support contract with MS or work off some Pay Per Incident vouchers. Some people had Premier contracts and got to speak with me quickly (but already had first line dedicated engineers), but I mostly handled escalations from our outsourced support specialists (Keane in Arizona and one other I can't remember). The Pro customers (non Premier) definitely drove the most support volume and often had the more difficult cases. Premier cases were often "hey what if" cases that we answered quickly or were straight bugs. Believe it or not, bug defects are easy because they're usually obvious and the path forward is also obvious (install checked builds to get more info and/or set up break points and remote debug for crashes).