Extended & Legacy Maintenance - Anyone want to share Service Level expectations?

We are on 8.03 apps and platform (on titanium server) looking to pursue extended support with Lawson and are concerned about two things - 1) How is Lawson's service level regarding issues that are critical to production payroll? (Can they assign immediate resources for issue resolution when we are on a time and materials basis? (What's your experience - anyone?) and 2) Does anyone know of third party providers of extended support? (We know of Cyber only.)