I am currently regularly dealing with Zscaler support and Drata support.

Drata support is awful because you need to get answers from an LLM before you can talk to it. But the LLM is worthless because it just puts out a segment from the knowledge base and you only contact support when things are broken.

Zscaler support is worthless because they're undertrained and given a flow chart to follow. The flow chart means they just parrot the knowledge base repeatedly.

Drata's support is better because there's only one human trapped in this hell.