the game actually teaches you / tells you about the challenges as you level up / play your character and you unlock them.
I will respond here than quoting the other above. Game Master does not mean a person that plays or knows the game. It is a position, like any other within a company.
Now, I can tell you for a 100% fact that lets take Apple, they outsource their Support, Gameforge outsources their support. You will not see contracts for things like that because those are confidential. I could show you something from another gaming publisher but I am bound by NDA.
Most companies that handle support for others have a support article database, where they have outlined steps / solutions for issues encountered by players like account issues, item issues, restorations, payment and billing etc. They use scripted responses to minimize and avoid any liability they might be putting themselves into. All the scripts support use are agreed upon with the company. If every gm would be replying to you with their own answers and says something they shouldn't it is a big issue and an actual reason for dismissal even.
While I perfectly understand you would like support to actually respond to game inquiry and events etc, but that is not their job, and NC never did a good job in providing this info. There were some really good websites with information for the game, but as the game management went down the drain, and player base started to decline they got closed or left without anyone taking over.
The important note here is to abandon this mindset that a Game Master is / has to be someone who plays and knows the game.