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My experience is the same as @JeremyNicoll. 1st level response is not quick, and usually not helpful. They either don't understand the question or are replying so quickly that the reply is not helpful. Escalation takes a long time.
Fortunately, I've never had a really serious issue that needed immediate attention. The issues have been, at worst, annoyances that I could live with, even if I didn't enjoy doing so.
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