None of the web browsers have direct one on one support by phone, email or chat except for perhaps Enterprise users who pay for it. Every web browser support uses some form of a community support forum for people to get support. Mozilla is doing Firefox support for organizations starting this month https://support.mozilla.org/en-US/forums/support-forum-contributors/717449 How do you expect Mozilla to provide the staffed call centres that would be required to do direct support for desktop Firefox by phone or chat, especially since people would expect said support for free, even if only for US/Canada and not globally. What about the other Mozilla products including mobile Firefox for Android and iOS/iPadOS. Mozilla does have three subscription based products as in Mozilla VPN, Firefox Relay Premium and MDN Plus that gets direct ticket support because they paid for that as part of the subscription. If you ever got direct support for a application by phone, chat or email like say a antivirus client then you paid for that as part of a subscription.