My experience has been very pleasant, everything has just worked right away. So I have never had the need for any support. They have a very generous free price tier, so you might get everything you need for free. Usually you would upgrade if you need other features such as analytics or the possibility to add multiple team members and owners.
But I have only used Netlify for my own small projects. So I have not used other services from Netlify or tested how it scales.
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