I would assume broadening their products into a growing market such as Livestreaming they would restructure their support a bit. I can easily say 99% of consumers are not okay paying 20$ just to get an answer for a question that shouldn't cost money to do so. I've too had this problem and since then I've just switched over to Xsplit with a bought License, the program, to this day, across multiple computers built for either hardcore gaming/Media/streaming, have all had the same issue where the livestream just stops using the software program. Very little indication of error, the KBP/s rate is perfect across multiple servers I've tried, Miami/VA Primary and Secondary, and Texas servers. it all just comes down to it stopping randomly. I've contacted Twitch support about this and they've said numerous times that their servers are running just fine, considering I can connect to them via Xsplit, I'm inclined to believe that.
If you have the option, Xsplit is a good choice. Past 1.2 update for it, it supports the capcard, and works extremely well, that's about the only solution I can offer.
Also to clarify, I use Xsplit with a paid license, not a free trial, I'm not sure if 1.2 update is available for free users yet.
As a customer, I'm not asking for them to waiver the fee of support tickets, Sure, it'd be fantastic if they did, but they should also be a little more active when it comes to updating people on possible future updates to the software and such. Even if it's just a TBA, It'd set the customer's mind at ease knowing it's being worked on.