>I'll toot my own theory and it is that nobody wants to pay for enough capable support staff, pay to keep the support staff at the ready often enough, pay support staff who want to stay in that role.

The crazy thing is that it's really not that expensive. AWS, for example, offers 24x7 support w/ <1 hour response time for production issues starting at $100 a month. At worst it's 10% of your bill.