Symantec support contract terms

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What exactly did you log the call for?

Support can assist with pointing you to documentation and help to troubleshoot when things go wrong, but they cannot perform the installation or upgrade for you.
Changing configuration during an upgrade (like trying to restore older version catalogs to newer version master) is not supported.

Support can help you with troubleshooting problems/errors when documented upgrade process is followed..

If you are not confident to perform certain tasks yourself (such as upgrades and merging/migrating of catalogs) you can find a consulting partner to assist you.

PS:
As an accredited partner with ASC qualifications, you should have a good understanding of what falls within support contract.
If you feel that Support is not taking your call when they should, you can ask for the duty manager or else contact Customer Care.

I must say that in my 15 years with Veritas/Symantec products I have never logged a call with Support where they turned me away.