Am I the only one who thinks their 'business' support is just the consumer team with a different label?

I’ve been evaluating NordLayer for a potential deployment across our analytics and engineering teams, primarily for secure access to our cloud data warehouses and ETL orchestration tools. As part of the due diligence process, I engaged with their sales and support channels under their “business” and “teams” plans. My distinct impression, after several weeks of interaction, is that the supposed dedicated business support is functionally indistinguishable from their consumer-facing NordVPN support, merely rebranded.

The issues are not with the core technology, which seems adequate for basic secure tunneling, but with the support experience’s lack of depth when addressing business-specific scenarios. For instance, when I inquired about detailed log formats for auditing connection events from our data pipelines or the specifics of their advertised “dedicated server” configurations for predictable IP whitelisting in our Snowflake network policies, the responses were generic. I received links to general knowledge base articles that mirrored the consumer content, with no capacity to discuss implementation nuances. A representative’s attempt to assist with a hypothetical setup for a CI/CD runner connecting to a private database ended with them suggesting I contact the “development team,” which in our context *is* the team evaluating the product.

Consider the following typical exchange pattern. My query was technical and business-contextual:

```
Subject: Query on API for automating user provisioning
Message: We are looking to automate seat management and role assignment via your API, aligning with our internal IAM cycles. Can you provide the specific endpoints and scopes for managing user groups and permissions, and confirm if there are webhooks for audit log integration?
```

The support response, while polite, lacked any substantive detail or acknowledgment of scale:

```
Thank you for your question. You can manage your subscription and users in your account panel. For more information on account management, please visit our help center article: [Link to generic ‘Manage Your Account’ article].
```

This is precisely the level of guidance one would expect for a consumer account issue, not a technical pre-sales inquiry for a business tool. It suggests the support agent either lacks training on business features or, more likely, does not have access to a separate, more knowledgeable tier of support.

My central question is whether this is a deliberate structural choice or simply a gap in my particular experience. Have other organizations with more complex infrastructure needs—such as those requiring integration with infrastructure-as-code tools (Terraform, Ansible), detailed compliance reporting for SOC2, or advanced routing configurations for hybrid data environments—found a truly separate and expert business support lane? Or is the “business” label primarily a pricing and feature-gating construct, with the support experience remaining a shared, generalist resource?

I am particularly interested in comparisons with other providers in the space where the support demarcation is more tangible, often including named technical account managers or dedicated Slack channels for enterprise clients. The conflation of support channels raises concerns about long-term viability for operational critical paths, such as pipeline connectivity or BI tool access, where resolution depth and speed are non-negotiable.