Technical support for devleopers

Hello,

I am conducting a survey to determine the best/worst technical support programs offered by software companies to developers.

What is being offered, for what annual fee? Is this value for money?
Are the response times to problems adequate? Is web based support the best method? What do you expect as a developer is the way of technical assistance in software development?

If you could offer any more information regarding current technical support programs on offer, then please reply.

Regards