there are a dozen and a half ways to do this, but similar, however the main concept was actually creating a CS branch of people who are trained in Una architecture well enough to actually answer and resolve these things, and get paid to do so, versus creating more problems and complexities by incorrect answers or not fully supporting a ticketed ID, and then some.
an extant and time proven ticketing system would be far better, i almost worked at a company once doing exclusively this, i dont recall what the software was called, but there is a LOT of it out there.
:)

this is a big topic im addressing here but this is something that very much needs to be either IN the road map, or actively being implemented.. as evidenced by well, the flow of help! requests not only here, but in general.. its imperative moving forward to grow, ...

documentation .. >> ++ ticketing system >> expansion ...

I agree, UNA seems to be aiming for customers with little or no tech experience and as such support is imperative. The first place I would start is documentation - I recently tried Jamroom and they have a whole segment of their site dedicated to support! It's logically organised, searchable and clearly written.
I came back to UNA because I felt it was better overall, but that documentation almost swayed me.