Was surprised by how much depth they were willing to go with me trouble shooting some recurring crashes I was having, so much that so I was the one who was sort of unprepared to troubleshoot - they were willing to look at all sorts of system debugging tools and crash reports, system reports, etc. They had significant knowledge of what hardware could be causing problems, etc. This was by email, I’ve also received extensive personal support from devs/support by PM on the forums.
I think one has to realize that - what they put in is what they get out. This is professional software, so you have to be somewhat of a professional in contacting support - ie, have done your own troubleshooting, process of elimination, narrowed down the problem, figured out how to duplicate the problem and or recorded its re-occurrence over a measured time (a day, a week, etc) and you’ve typed out a legible and thorough explanation of your problem and findings. That’s being a professional - not expecting support to hold your hand. I’m guessing, the support teams for software get a lot of “why won’t my computer turn on?” / support: “It’s not plugged in”.