As a web hosting customer, we're absolutely committed to providing you a cost-effective, and reliable hosting platform for your web business. Our teams are responsible for making sure that our infrastructure is working as best it can at all times and to help guide you through using the tools in our environment.
Our control panel is built to deliver self-service as much possible and we can certainly help you understand what the features do and how they work.
Our standard hosting support doesn't include managing your website for you (i.e. updating files, changing text, troubleshooting plugin issues, etc). For this, you'd required a Managed Service plan which is run by a different team to the hosting support team and contains specialised people that are trained in Wordpress site building and management.