As a customer with a support and upgrades contract, you'll receive support by email, forum, and phone – whichever is easiest for you. As a customer of one of our tools, you should expect a response within 2 business days between the hours of 0900-0100 (GMT/BST).
If you don't have a contract, you're limited to help through our documentation and forums.
If you'd like to get a support and upgrades contract, just get in touch with us at sales@red-gate.com, and we'd be happy to help.
