Actually, you CAN get support, you just have to pay per incident if you have the base essentials kit ($299 per case).

Not sure why people are surprised when there's no included support in a product they spend <$500 on to get. Especially when the next step up is over $5k.

Fortunately, every environment I've worked on has had Enterprise Plus for it's license. Yes, it costs more, but it includes a lot of features, and the SnS costs are actually worth it. Especially if you have some issues that are not easy to figure out (the first time) and/or you can't wait for someone in the community to remember how to fix the issue you're facing. IMO, it's rather important to have a production environment covered by SnS.