I understand that Mailgun should have premium plans and that those plans should have premium services. However, I believe when it comes to getting Mailgun to work for the first time, chat and phone services should be available. After the Mailgun is being used, because it works, then those premium services should no longer be available. I just don't think clients should have issues trying to setup their CNAME, TEXT, MX, etc. and then have no recourse to help them use the actual product. Mailgun should encourage the setup, not discourage it.