Just curious about your experiences with Big Tech customer service. You, the kind where you can't talk to or email or chat with a person but can only open a 'case' which gets an ID # and a promise of 'we are working on it.' I have three of these ongoing with different companies that I pay, and in all three I feel like no one is home. Months go by without even a perfunctory update, just silence. Are you getting satisfaction?

I get better response times here in OT!

What are their SLAs?

Service Level Agreements.
Most will include things such as "initial response within ### hours" and then specific time ranges depending on your tier (gold level support).

A quick automated reply with your case number often is all they need to do for 1-3 days.

Is there a "customer portal" where you can log in and check the status of your ticket? View their updates and such?
If it is an urgent/important issue, I would request updates daily from vendor support. also would request that they include their name in the update.

Sometimes, (especially in summer and around holidays), a staff member that is assigned to your ticket won't pass it on to another to continue/complete, they will just disappear and then return, and if there isn't a notification system baked into their ticketing system, they may forget all about your ticket.