Everyone who has ever worked in support has heard the "I am losing (insert exaggerated amount here) per hour because (insert some service here) is down." -- I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.
Sounds to me like your idea of "Support services " as well as many others is in dire need of an attitude adjustment. People in support tend to forget all to easily is that the customer is the one paying for services(and yes support). The attitude of "I don't give a rats ass if your service is down" is all to common. When I was working for a living and needed access to the internet I could be DOA if I didn't have it to finalize details on multimillion dollar purchases-yes no typo multi million dollars. I've heard of so many lame ass excuses for service interruptions from people who are nothing but script monkeys it was pathetic. It's not a personal attack on any person as it is a observation/condemnation on how the idea of support has fallen to a very low level of importance in corporate America.