Is it worth for customers to open an SR/ Or Sign application level support contract with the product company

It's been quite sometime now that I have been working with just the products. Worst thing I hate about the products is when it comes to support. Customers buy support contracts from the product based companies so that product based companies can help customers resolve any issues they face during the lifecycle of the product.But guess what it never happens, at least it has never happened to me in my atleast six years of experience working on different products.

If you open an Sev. 1 SR it is expected that you should get a call in atleast first two hours of opening a SR, but it takes atleast 8-10 hrs for them contact you and the first person who contacts you has no technical knowledge of the product. He wastes everybodys time in organization goes back and contacts you back in next 8-10 hrs asking you to try somethings which you have already tried and updated in the SR, so his next visit is in vain too, by the time he comes back with some other options for the third time you had already resolved your problem.

If you open a Sev 2 SR, this type of SR is treated as low level SR as if there is no urgency for this type of Issue. Again first few days some non technical person will keep asking you questions and irritates you, because answers to all his questions are already listed in SR. They do not even read the complete SR. They buy so much of time and by the time they try to provide you first non-workable solution you had resolve your issue.

And when you tell them we resolved it, Support person says "Tell me what you did to resolve it so that I can update it in the SR".

Now a days new trend has started, these support people if they call you and if you try to ask them technical questions which they are not aware of expect to hear from support person " Sir, I will get back to you on this (They will not mention when, even if you ask for estimated time) and if you feel its not getting resolved please escalate it to the higher management". This clearly means that they don't care what happens to your issue and they only call you/update SR just because they have to fill up their time.

I think when a customer signs a support contract with the product based company, customer should add a clause to the contract which says if the support team is not able to resolve the issue or takes longer than the estimated time then product based company has to pay for the lost time.