Support for End User Services

Leave aside any conversation about whether the business has the ability (or approval) to pay for it or not. Is it appropriate for organizations that provide services to end-users to require that you are a paying customer to contact their support? Is it appropriate to pretend to be your complaining customer to get support on network-level issues (IP Geolocation, false VPN notices, buffering, despite a clean path to their CDN, etc.)? ----- Mike Hammett Intelligent Computing Solutions Midwest Internet Exchange The Brothers WISP