While working for a telecom operator, I tested the idea of having people paying more for dedicated support. We did a market study. I turned out that customers

While working for a telecom operator, I tested the idea of having people paying more for dedicated support. We did a market study. I turned out that customers are not ready to pay for support. Cognitively, paying for a service and paying on top for this service to work well is not consistent. As a result, people have minimal support and complain. But they don't value good support either. NB: companies do pay for (insurance) support, especially for swift resolution. But consumers or small businesses don't want it.