This is not customer-facing "read this script" support, though. This is "serious bug/security flaw" respond-to-this-so-your-customers-don't-get-screwed triage.

This is not customer-facing "read this script" support, though. This is "serious bug/security flaw" respond-to-this-so-your-customers-don't-get-screwed triage. They definitely used to respond to this type of thing a lot better.