I am somewhat confused about my expectations of the level

I am somewhat confused about my expectations of the level of support from WPMUDEV.

I purchased fundraiser, and am having some issues with the plugin.

I have used the Ask a Question resource to try to resolve issues with the performance of the plugin.

I have submitted questions and get single generic responses from my questions, when I reply to the original posts, I get no response.

I tried to access live support, but this is for gold members.

What is the level of support I should expect from my purchase of fundraiser?

One of the reasons I decided to use WPMU was that "Members get unlimited, comprehensive support for all our products and any WordPress related Queries"

Is there a different support area I should be going to?