I had the totally opposite experience. I have been paying ~60€/month to them for nearly 10 years for a root server and storage boxes and I never waited more than an hour on any kind of support email. And this includes a bunch of times where I need someone to physically walk to the server and manually do something.

This has been my experience as well. Though I want to make it clear that Hetzner does not provide managed services on these root servers. They will reboot your server, attach a kvm switch, and replace failed hardware. Maybe when parent says support they mean they need something else.