Datacenter Support Cant Tell Me How Much A KVM Costs

So I needed to reboot one of my colocated machines into a different kernel, compile and load a kernel module (for a network interface) and then bring up that interface. So I called the datacenter support to ask if they could compile and load the module for me and inquire as to about how long that would take. On their website they say they provide Best Effort third party application support and 24/7 Phone Support with on site server admins so this doesn't really seem like a unreasonable request. I want to pay them for support and they're there to do it right?

Apparently not.

The support guy said that compiling and loading the module was dependant on "very many factors". The first "factor" he inquired about was what OS we were running--Debian. "Debian isn't a supported OS, we can't do that for you." What? I'm sorry you CAN'T do it? I thought you provided "Best Effort" support. This seems more like zero effort support to me. (I'm willing to provide step by step instructions but apparently they won't do that because they don't want to.)

Ok, fine, you won't compile and load something for me no big deal that's what KVMs are for.

"Can you hook up a KVM?"

"Sure"

"How much would that cost"

"I don't know, this is the support department not the sales department, you'd have to ask the sales department tomorrow."

Really? So if my server is exploding at night and you wont even try to do anything about it and my only option is to have you setup a KVM you can't tell me how much that will cost? What am I going to tell my boss when we get a rediculous bill for a KVM--the support guy wouldn't tell me how much it costs? Not good enough. Not only that but you're going to be a give me a snarky response to my question--a question I only asked because you wouldn't provide remote hands?

Is it just me or is it pretty rediculous that the support guys can't tell you how much KVM costs? Not all situations where you'd need KVM are planned or happen during the hours the sales department is open. It apparently isn't a problem to have them hook up the KVM 24/7 you just wont know how much it's going to cost you until the next business day. Is this typical of datacenter support?

My guess is that support is completely hit and miss, I've had great experiences with a small datacenter before (Joe's helped out when a hard drive in a RAID failed) and bad experiences with larger datacenters (one you've all heard of, I asked ahead of time if they could ghost a drive and replace it. They said yes. I provided step by step instructions with screenshots they tried it and failed saying "I don't really know linux, I'm a windows guy, I don't know what I'm doing, I messed it up somehow, I don't know what I did" and yet still billed me for it).