Hmmm, thinks back to some of the support contracts I've been involved with (or heard about from trusted friends) with "big 4 consulting firms" or "enterprise IT partners".
It does. Regular customer support is on wage/salary, and otherwise have zero economical interest in helping people. Also, they're considered cost centre, which doesn't help.
Think of criminals doing ransomware as if it was a small startup, for which profits are strongly dependent on reputation, and where your "customer support" is actually handled by the founders themselves. They have every reason to help, because it literally keeps their business model alive.
Nope, doesn't check out.