Chat/Email support - Anyone home?

I’ve been using Softr for some time and built several apps on it. But everytime I click on “Chat with Us” on Help/Support the chat never starts… It’s like the option is disabled. Is support only available to the customers in the highest-tier support plan ? Documentation links are broken, or replaced with new ones. Seems like Softr is heavily relying on the goodness of its builder community to answer questions.