If you pay $30, do you get a Help Desk?
Eevry upgrade has a different price on it. Staff are few in number and they are barraged with people who ask questions that can be answered by using the learn wordpress.com tutorail, and support docs and forum searches. I have been flabberghasted by what I see people with upgrades posting to the Staff Questions Forum which you have access to if and onlu if you purchase any upgrade.
In March Staff changed the support links so that only those with upgrades have direct access to them and others are directed to this forum. In essence, direct Staff support became an upgrade as it's now only available to those with upgrades in March.