How is this type of support helping in any way?
Surely you don't just want to be the middleman every time Matt A ? If the devs and extended team have to answer your questions anyway, why can't they just answer here directly? This extra layer of friction adds nothing, other than letting the team get away with not providing support.
And no offense – I know you're probably just acting on instruction – but responses like "I'll pass your question on" and "I'll let you know if I hear anything" (!) aren't doing anything to retain the tiny bit of goodwill Perch has left. All it does is highlight the clear chasm between "support" and the dev team. There's a reason that none of your competitors provide support in the same way.