I'd like to chime in from perspective of data center operator. I don't see technical support being talked about here, but rather lack of it (hardware failures

I'd like to chime in from perspective of data center operator. I don't see technical support being talked about here, but rather lack of it (hardware failures etc). I don't know if it is the norm in industry or not (I'm just a techie), but we do actually have 24/7 support available. With the ability to actually call support over the phone. The 1st line support is easily penetrable - exactly when you ask questions/operations that are not in their competence. Some premium customers even directly calls to upper level support. Kind of not official, but that's what it is when relationships get developer with customers. So basically, depending on the support level, you can get your hardware troubleshooted/replaced and appropriate actions carried out within OS level (if we administer your OS or you provide access just in time). We actually have value-added support, that means, we do manage infrastructure for customers at certain level: AD, SCCM, MySQL, MS SQL, networking, linux stuff, private cloud, etc. I was actually a techie (until taking another position 2 months ago) for various MS things including SQL Server performance troubleshooting - when some application gets mis-developed and it has impact on performance, it was job for me to identify and/or mitigate the issues at hand. I don't know if value-added support is standard or not in industry, but we surely try to add to our specialty. Another point