I work a lot with MS and we pay them a lot for support, which is terrible. It's double-outsourced (first to Accenture which then outsources to a number of other companies).

It means the support agents are very far from anyone in the core product and they are measured on the amount of escalations so they are extremely reluctant to do that.

Meaning if you have a question that's easily answered in the docs, it's great. If it's not and something is actually broken on their side (which is usually the case because we can read...), you're stuck defending yourself against "It says in the docs it should work so you're doing it wrong". Once you manage to convince them something is really not working as it should they'll stall by constantly demanding logs and updates to the latest version. By the time they review the logs another version is out and they will demand that.

Eventually after a couple weeks you can manage to escalate to an account manager and force the issue to go to someone who actually knows anything. It's the kind of support that really feels like part of the problem rather than a trusted advisor.

I'm kinda surprised RedHat isn't like this, in my experience it's only been small companies that I've seen excellent support from.