Exactly! The "pay a lot of money but get really good support" tier still exists just about everywhere. You just didn't do the first part.

It really depends, support is usually the first thing companies adjust when they want to improve their margins.

Even when you're paying millions to AWS you have to get through their first line of support and they will ask silly questions until you can convince them to escalate.

So build barely usable products that force people to pay for support as an upsell.

Aka the Red Hat business model. It's all you have when access to the product itself is free. Gotta keep yourself in the loop somehow.

‘Oh you want to access help documents indexed by google? Please show us your enterprise licence to continue.’

Not really, you get "really dedicated support" at most, but not a "really good" one, otherwise all those decades-old bugs common in many software producs would've been fixed since they affect people at all tiers