[kbenson]

Support should be judged on how they perform under load, and how they perform consistently, not how they perform on random events.

We don't really have any way to know from your story whether Scaleway's support was under normal or extra load and delivered an excellent experience, or whether they had a bunch of bored support reps just waiting for something to work on because it was abnormally slow. The latter is nice, at the moment it happens, but doesn't really help you if 2 days later for a different issue you're left in a lurch for days on end because they're busy. The former would be good for maybe indicating that.

That's the whole point of service level guarantees. They provide a lower bound on the support you'll receive, which is often much more important and useful to track.