Changed plan, can no longer edit Kniowledge and Guide home pages

Last June I changed my plan to Support Team, 1 agent, everything lite.  All my knowledge articles and guide post came to the new plan just fine.
The site has largely seen little traffice. A few weeks ago, expecting more traffic soon, I found a need to change my Knowledge and Guide home pages, and discovered that my new plan does not allow editing (customization) of those page templates.  

At first I thought, ok, I don't need to change the templates, I just need to change the content of the pages. However, I discovered that they seem to be one and the same thing.  

So, now I'm stuck with home pages that are out of date, incorrect, and cannot be modified.  

I submitted a ticket on this on April 6, and was informed within a day or so that I might be given temporary access to update those pages. 

If I had that access, I would greatly simplify those pages to point to “pseudo-home”  page for Knowledge and Guide, consisting of an article and a post, that I could point to directly from other places.  So mydomain.zendesk.com would go to the new uneditable home page, which would link to the new pseudo-home page / post.  

This isn't great yet much better than having a misleading mydomain.zendesk.com with dead links on it. 

However, I have not heard from Zendesk support since about April 9, and I've been asking for updates every couple of days. 

Again, I'm running into a situation where I WILL see more traffic to the site in mid May, and I need to do work on the site starting NOW to prepare for that.

 I'm frustrated and anxious about not getting a response from ZD support. 

It feels like my subscription is “broken” or “faulty” for not having an editable home page of some kind. 

I appreciate the customization feature is not offered at my plan level, yet I was not alerted to this issue at the time of plan change (which involved a lot of back and forth with ZD support to ensure my Knowledge and Guide material would persist).  

And it seems like there ought to be something like an adjustable home page for the product at my level anyway.  

In any case I'm more concerned that ZD support has left me without contact for 12 days when this is becoming a critical business issue.  

Any suggestions on how to fix, work around or resolve this would be appreciated.