What does "Premium Support" mean?

I subscribed to the Premium version of ManyCam because of upgraded support.
However, I can’t get anyone on the phone, a call-back, and response time on email is well into its seventh hour with no response.

Hey @garyguthrie

I’ve checked your request. It seems that you are dealing with a crash on macOS. Have you tried this troubleshooting?
If the issue persists, send us the files listed in the second part of the troubleshooting.