If you are a software dev, you should know that devs love to expend relatively extravagant effort and time to figure out an issue, explain it precisely, and fix it to avoid the possibility of it happening again.
Since we're talking about good support here, I have another story involving them:
When we started the contract with them 6Mb/s was the fastest available speed, a few years later it suddenly went to 70Mb/s for a week and then down again (which is fair, we had a 6Mb/s plan after all). I called them and asked if we could upgrade to a faster plan. They said they could now offer us a 50Mb/s plan and asked when I would be home. One hour later they sent a representative with a new contract, we signed, and the next day speeds went up to 50Mb/s again.