What to do if you cannot contact support or have an issue with an existing case

Hello Eric,

Thank you for letting me know.

There's been some confusion regarding the upgrade. According to our Upgrade license policy you are eligible for free upgrade to the next version in case the issue gets fixed by installing the next version of the product. So in case you test ABR11, and it solves the issue, we will provide you with the upgrade licenses.

I have just sent a message to the Management team with our Support Director in CC, they will make sure that this misunderstanding will never occur again.

I hope you won't face this issue again, but if it happens again, please let us know. It's important for us to know that your data is protected.

Thank you.