Fortigate no longer accepting calls regarding tickets unless there is loss of mission critical access

We pay for premium support. One of the reasons is when we have an issue with a firewall or device, we can call in to get help and resolve the issue immediately. This especially important in an MSP setting, where we have to go on-site for troubleshooting and don't have the luxury of waiting until they call us back. We can’t leave the site (which sometimes are hours away) and then travel back to the site when they call back. This is very concerning and a very bad support move.