I had live premier and needed help. After chatting with a bot they connected me right away to someone who could not answer the question that I had. Experts are hard to get at the last minute so I am not sure what the norm is. After an hour on the phone, literally, and live chat (at the same time but for a shorter amount of time), still no clear answer...not pleased, but the non-expert person on the phone sent me a loth of IRS documents to review via email.