They make no promises about support even with their Pro edition [0]:
We currently do not offer premium, priority support plans for our commercial licensees. We will announce such plans if they become available in the future.
I'm bradgessler's cofounder. We were promised support in an email. That statement about lack of support for paid customers was added after we paid them and experienced the 3-5 day turnaround times. As I recall, the tickets were mostly us reporting defects.