[jjjjoe]

Cloud 1:many (community) Support here.

You absolutely do not have to pay us to report a bug, period. The same day this bug was filed, one of my colleagues ([e-mail]) jumped on the report and started asking questions to determine what was happening.

It seems to me that the GP's complaint is that this process was too slow: too much back-and-forth, too little dedicated attention to get the problem figured out immediately. That's a frustration which is easy to understand.

The point about support contracts was most likely intended to emphasize that if your livelihood depends on a service, you should have an agreement in place that guarantees you can wake up an engineer on the weekend.