Neither of old membership ever included support promise. It simply couldn't. Developer's time cost is tens of dollars an hour and $10-20/month can't possibly justify that. Agents tried to help, hoping for sales conversion and they did a great job, but too a specific agent was unavailable and that caused delays.

We adressed this issue by introducing united support tickets and now all agents can work on them together, so they are processed a lot faster. We can now also sell paid service tickets see more and pack them into a support-oriented membership.