This is incorrect. Our support simply works in a different manner that utilises the community first approach. There is nothing, in any way, related to costs. In fact we have the same ticket system used for escalations where needed, and where private information needs to be shared, and have the same staff. There is literally no cost saving in any way there.
I completely understand your frustration. Please bear in mind however that most of the issues we face on a daily basis are related to 3rd party code and hosting environments. This isnt something that we are simply guessing. You mention there that the issue was related to the IPS application, however if we are not provided the information as to what that user appears to have found, that would never be resolved.
We certainly want to resolve your issues. There isn't actually any advantage to ourselves either in batting an issue back and forth. It actually takes up more of our time to do so.
Please ensure your site can be accessed. At present we are getting access denied on your site, on both the front end and admin CP. Also ensure you are using the latest release.