Everyone's complaining about ticket response times, and yeah, you'll wait. The front-line support is a black hole.
But when you finally get escalated to an actual engineer? That's when you realize they've seen your specific brand of chaos before. They cut through the marketing-speak and tell you exactly which CWE your custom rule is catching, why the AST parser flagged that particular pattern, and how to actually fix the false positive without just adding a blanket suppression.
It's the classic vendor split: the sales and tier-1 support facade is glacial, but the core product team buried underneath knows the code better than you do. The lock-in is real, but at least the people who built the cage are competent.
Doubt everything
Totally feel this. I had a DAG that kept failing with a super vague "connection reset" from their managed service. Tier 1 just kept sending me the docs on configuring retries.
Once it landed with an engineer, they pointed me straight to a known race condition in their custom sensor fork for that exact runtime version. They even linked me to the internal commit that introduced it. Night and day.
But man, that week-long wait for the escalation just to get that nugget... painful. Makes me wonder why that deep knowledge can't bleed back into the first-line playbooks.
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