Support doesn't care about 18.2 although EoL is July 2021

So NW 18.2 is supported for another year. However the meaning of "supported" varies as we can see:

We have had an issue open with support and the result was that our problem was not "important" (data loss in Reporting DB). Statement was that 18.2 would see no more CHFs and hotfixes would be created only for very severe issues, the criteria of which were not disclosed.

Apparently the only fixed release would be 19.3 which has been released less than a month ago. Are they lacking beta testers?

If that is Dell's understanding of service commitment then I can only give thumbs down. We cannot perform major upgrades every other year with all the systems involved. NASes, Databases etc.pp. all of which have to be tested thoroughly. Backup and restore is not child's play.

Anyone experienced similar things?