Hi Matt,
It is simply like going to a hospital.
If you have private medical cover against just the normal public cover, unfortunately the level of urgency / treatment might vary [and that's a real life and death situation sometimes ]
For your incident, when you talk to the Support engineer explain your situation ie. telling them how many is infected and how many is in your environment.
The Support agent then can raise a "business case" with their team lead and prioritise accordingly.
And then our virus analyst managers will look at our global sensors and see how widespread the malfile you have in your system. They can then balance it out with the other virus submissions we have [and we have a few thousands of them daily too unfortunately ]