My two cents…
The level of SB support provided on the forum seems appropriate to me. I see responses from SB within 24 - 48 business hours on problems that can not be resolved by the forum community. Even quicker if the problem is more widespread/important. Problems that are messing with someone’s livelihood should be submitted directly to customer support, or if submitted on the forum, re-submitted directly to customer support as soon as the forum submitter realizes that the forum community will not be able to assist. That is where you should receive the “world class” support. Again,IMO. 