We have revised the support policy, which you can find on https://www.eldos.com/support_policy.php.
As a part of the modifications we have also introduced Premium support. Premium support level is available for 3 (or optionally for 12) months after the purchase of the license. After the end of Premium support period further support is provided according to Standard support level, which is available for all existing customers.
Premium support is available for a separate purchase on https://www.eldos.com/support/calc.php. Premium support can be purchased even when you don't have a license for a product - this option can be used during evaluation of the product.
We have also separated License Access Tickets (used to access the license keys and downloads) and Support Access Tickets (which identify the right for Premium or Standard support). Existing customers who have a license ticket linked to their account will find new Support Access Tickets in My Control Center. Support Access Tickets start with "S". Support Access Ticket can be transferred between users, i.e. you can have one person in the organization (eg. license manager or other manager) use the License Access Ticket to access downloads and license keys and another person (eg. a developer) use Support Access Ticket to get support.