Agreed. There is a real problem, however, with the general direction taken by those how-to's, and I think you are putting your finger on why and what.
Yes. That speaks directly to the intended market, market share of these products. When a customer of this kind needs support, it is a serious issue, affecting their bottom line. A forum, by contrast, is intended to be a place where "friends" help each other out. That's very nice, but "friends" don't tend to respond in a timely manner when you have a business and a deadline.
Yes. If you are going to sell to people who are clearly doing business with other people, then you owe them the obligation of not jeopardising THEIR contracts and livelihoods.
Well ... why not have two completely separate forums? Business users like you could have access to a complete forum of their own which is monitored 24/7, with the clear understanding that personalized backup is available when needed. Others may perhaps be permitted to read that forum ... but only business users who have registered for it, along with dedicated WebAssist techies can post there. So no not on a deadline or without real business needs and understandings can post there? Then everyone knows that everyone present there is on a deadline. Lots of companies have graded support options avaialable with different levels of service, and this could perhaps be one level of service? And if WebAssist do not respond in a timely manner to a question posted then it pays a small penalty in the sense that (a) the subscription fee is reduced by a set amount; and (b) they are then obligated to the personal handholding you have described? WebAssist clearly don't want to do it as a matter of course, because it is presumably very expensive. But maybe a specialized forum of this kind with the handholding option available more rapidly than would be the norm for those who don't pay that subscription?