My kids, 8 and 12, messaged support independently so I'm not sure how often it was needed. At a guess, maybe once per lesson (that is, 10 times for the course). I took it as a good lesson in self-advocacy. The tutors aren't in on Sundays; since the kids mostly worked on the weekends, that provided enough of an incentive to figure stuff out on their own that I wasn't worried they were using the instructors as a crutch.