I'm on business support too and generally am talking to a rep in minutes. They aren't always able to find the problem before I do, but I always get follow up details later on the how / why that they did determine.
I wish our experience was like this. We used to have business level but we dropped it because we weren't getting value for it. Our experience was slightly better when we had it but we still ended up either fixing most problems on our own or waiting them out.