The key element is this. Do you view customer support as a cost center or a sales channel? If a cost center, then you as a company are not going to care. If as a sales channel, then you as a company are going to care, and are likely to going to need premium pricing somewhere to pay for that.

Note, one of the offered examples is MediaTemple. I know the people at MediaTemple pretty well, and when I made that comment to them they all agreed with me that MediaTemple views customer support as a sales channel. It also has premium pricing compared to the rest of the web hosting industry. So while I cannot vouch from first hand experience that my comment fits all companies that care, I know it does fit that one.