What specific technical things do they need help with? Being more clear than “we just need a human to talk to” is better.
Oh, I can get a person to “respond” to a problem with a paid support incident. But the person responding is clearly hired only based on their ability to respond to an English email, once a week, with either, “thank you, I will forward that to our engineering team” or “thank you for your patience, our engineers are still looking into that issue.”
Severity, impact, paid support, none of that matters. Heck, it’s impossible to tell if it’s an actual person or just a sophisticated shell script.