Not related to unraid, but when I request support for my services (eg for my zabbix...), I usually preparing all questions, environment ready for support staff to check it as fast as they can, then I don't let them do the fix, I asked how to do, how to fix fix first and note down so I can do it myself if support session end. If I have more time in session then I will ask for more question or let they do fixing the problem. This is how I make use of time limited support. Yes, many problem cannot fixed within an hour but if we know how to fix it then not a problem.