Support is the product
Everyone in hosting sells uptime. It is table stakes, like a restaurant advertising that the food is not poisonous. The moment that actually decides whether you stay is the one where something breaks.
On that day you do not want a chatbot or a ticket queue that resets overnight. You want a person who knows the stack, can read the logs, and stays with the problem until the site is back.
That is why I treat support as the product, not a cost centre attached to it. Here is what that looks like in practice, and why it is so hard to fake.