The helpdesk explicitly doesn't support API questions, only for the Excel functions. I phrase my API questions to match in Excel BDP terms, that usually works. Data questions can indeed be difficult to get answered.
I have had pretty good experience with their API support. Generally, if we include our sales rep they will hunt down the right team to get our questions answered if we get the runaround the first time around. The places I've been at do spend a ton of money on terminal + other data licenses though.
