> It's that the price you're paying for the product is too low for them to provide general support on an individual basis.

Exactly. It's always puzzled me why they don't offer a higher tier of support for more money.

The only reason I've been able to come up with so far is that they want to keep the flexibility to rapidly evolve their services. Customers who pay more money tend to get bent out of shape when you do that. But I think there ought to be a happy medium where 1) it's understood that things can change, and 2) you have at least email support for the service you're buying, and maybe even phone support. Peace of mind is worth a lot of money for some things.