This is basically the opposite of Microsoft. I've only had to call Microsoft less than a handful of times in my career because for the most part, their stuff just works... however on those occasions when I did call them I was able to get quickly through to a person and have my issue resolved within 24 hours.

As a matter of fact, with every MSDN subscription - you get two support incidents worth $500 each and if you tell them it's an emergency, they'll stay on the phone with you until the matter is resolved.