[MaxPengwing]

Like everyone has pointed out, support plan matters in these case. I do 2nd line support for a very big Enterprises and have done both hardware, software and now am at a big Saas.

If you do not have the right support plan sure support will work on your case, but if you are on a "basic" or "free" support plan, the SLA can be anything from "lol tough luck not our problem you are out of scope" to "We'll look at it but it's best effort only". And if its like PremiumPlus, SignatureDeluxe, or Enterprise then its usually something like 30 min, 2h, 4h or 2h, 4h, nbd on the severity levels time to next reply.

Now in my experience involving other departments within your own organisation usually yeets all sense of urgency out the window. Very few companies has interdepartmental SLA's and cross departmental cooperation on cases is like pulling teeth, unless you get some VP or AE to demand shit be done.

Which is why the most expensive service levels have a TAM or SCM that will act as your incident manager on the inside of the company. Trust me these guys and gals are worth their weight in gold to you as a customer when the shit hits the fan. THey cost an arm and a leg becasue they are on 24/7 on call duty for you as a customer when it comes to severity 1 priority 1 business continuity firesale stuff. Great people usually, but will become a pitbull on a mission for you if needed.