Get, No problem. IMO support should always be free of charge, because also the company can learn from the user's problems and improve their software this way, including the bugs. So it isn't just support, it's more than that. If the company has to hire extra people for support, I consider this as normal. It's their software, not our software and we users expect that it works, because we paid for it. It doesn't matter if the user was the cause of the problem or not, everybody makes mistakes. That is normal and typical for support.