The price starts to go up steeply once you hit the % of monthly spend.
I'd guess they don't get many resource intensive support queries from the < $10k a month customers (and at that level you probably don't get the A team support)
Another comment later identified this - I actually did get a weirdly A-team support response. That's what made me scratch my head because I was coming in the poor / cheap / don't know what they are doing door (and most support is crap user misconfig issues at least from my experience). I just wanted the thing noted somewhere in case others were hitting it, instead I got a way above standard support specific technical response and some suggestions.
The other poster indicated it is possible for stuff like this that you get bumped, even on the el cheapo plan, to someone actually on product team. While I'd hate to be on the product team having to answer these, it perhaps keeps folks aware of customer issues so they can at least improve docs for corner cases?
I work for a retail app and can usually tell when we have or haven't been spending on FB ads when I check our usage numbers for the week.
They do work but like anything it's about choosing the right tool (platform) for the job. We wouldn't run ads on LinkedIn and B2B SAAS companies shouldn't advertise on FB/Instagram.
One of the most valuable things I've seen is that the users on UKPersonalFinance are also not afraid to tell people when they're doing (or planning to do) a stupid thing.
On the flip side of that, you'll generally get a good response if you are planning to do a stupid (within reason) thing but have yourself sorted out, followed the flowchart, got your emergency fund sorted and are paying off your dept.
It's a good place for balance between getting yourself financially stable and enjoying the money you have.
I recently got ambushed with one of these types of interviews. I was going for a senior dev role, in the same industry I've been working on for the last 5+ years.
Had done the normal initial phone interview (overview of experience etc), a take home code challenge (only took ~1hr) then I was asked to come in for a final interview that was to be a 15-20min presentation on project I'd worked on (that related to what I would be doing at the new role) then 15-20min of questions on that project and the technical challenges/solutions.
All this sounded great until I got an email the day before informing me the presentation and follow up questions would be ~20 mins total and then there would be a 20 minute whiteboard session on data structures and algorithms.
I'd guess they don't get many resource intensive support queries from the < $10k a month customers (and at that level you probably don't get the A team support)