The responsibility to provide customer support is the same, but the judgement for failing to provide the support is different depending on the excuse for not providing it.
E.g. "I couldn't hire more customer support agents because I'm broke," and "I am one of the most profitable companies in the world, but I still refuse to hire more customer support agents because I'm a monopoly and don't have viable competitors so it doesn't matter anyhow"...
> The responsibility to provide customer support is the same, but the judgement for failing to provide the support is different depending on the excuse for not providing it.
No, this is incoherent. If the judgment for your failure to provide support is "that's understandable; we could hardly expect you to do any better" -- that is the same thing as you not having a responsibility to provide support.
E.g. "I couldn't hire more customer support agents because I'm broke," and "I am one of the most profitable companies in the world, but I still refuse to hire more customer support agents because I'm a monopoly and don't have viable competitors so it doesn't matter anyhow"...