Myth: "24/7 expert support is included"

Myth: "24/7 expert support is included"
A site threw a 500 error after a PHP version bump. "24/7 support" answered in 40 seconds — with a copy-pasted script: clear cache, try incognito, here's a KB link. Three tickets and 48 hours later it reached someone who could read a stack trace; fix took 4 minutes. The "expert" tier exists; you just have to survive two layers of deflection to reach it.
Follow the money: tier-1 agents at $3/hour are cheaper than engineers who could've fixed it in minute one.
Reality: "24/7 support" measures response speed, never resolution.