Our line so far has been to change provider of service if we start getting copy - paste answers from support. We always make sure we can get hold of a human on the phone even without a big uptime contract. This has so far lead us to small companies that are not overrun by free accounts used as spam or SEO accounts. That means they have no need for automatic shutdown of accounts and instead you get a phonecall if something goes wrong.
This is how I would go about it as well. But I imagine that's a big expense for non-small companies, and not only through money but through the time of valuable professionals that could have spend the time improving the bottom line.
I too value less known providers. The human factor in support is priceless.
