It really depends on the software: I have a maintenance contract for LispWorks and, whenever I report a bug, I get a custom patch and/or a resolution in an impr

It really depends on the software: I have a maintenance contract for LispWorks and, whenever I report a bug, I get a custom patch and/or a resolution in an impressively short window. For a lot of SAAS-type products (JIRA, for example), oftentimes the users are fairly decoupled from the company: since the admins/purchasing people have more contact with the vendor, but less direct usage of the software, it’s harder to get this sort of support.