It's double outsourced even. They outsource to Accenture who then outsources it to small companies.

It's really really annoying because these people get penalised for escalating and they don't know much more than what it says in the docs. I read those before contacting them and it's always a hassle to get my case through to real support. They'll stall forever asking for more logs and more tests. I feel like I'm on trial defending that I really have a problem. Not a valued customer.

And mind you, this is already meant to be the "premium" support tier.