I have called support several times now and the one thing that frustrates me the most is that when you try to fix an issue first on your own before calling and actually make some headway on the issue, all logs are overwritten if you uninstall/reinstall, if you delete a user's profile where the file infection was, etc.
Saying the logs are not there because a company has failed to create a logging system, or a folder, that does not get deleted or overwritten with user profile changes/deletions, webroot install/uninstalls, etc. is unacceptable in my book.
I am constantly told "we can't help because there's no logs." Well, it's your program, you decide how the logging works--so get it working! It's absolutely ridiculous that you can use "we can't help because there's no logs" as an excuse to not help/believe a customer.