Most software companies I dealt with didn’t provide enough support for the helpfulness of customers/users to make a significant difference to the support they provided, and that includes Microsoft in the context of an ‘enterprise’ support agreement. The few companies that did provide significant support never once, across decades of experience, identified that they had used or were helped by telemetry collection.

The telemetry collection may help them with product development, impact assessment and license enforcement. I never worked at one of those large vendors that does significant telemetry collection. Only the impact assessment might be considered relevant to support, though typically on a time frame irrelevant to any single support call.