> they would solve it for you

That hasn't been my experience, at least not on any suitable time scale.

I strongly suspect that the vast majority of those of us who have worked somewhere "not more capitalized and viable" than the vendor share that experience.

Even when a vendor's support engineer is fully capable of solving the problem, the sense of urgency can't reasonably be expected to match that of a much smaller customer facing potentially catastrophic data loss (or other existential-threat-level consequences).