This means that we try to answer any relevant question. If the answer is in the documentation, we will direct you to the appropriate section. If you have not purchased a license or support, we probably will not answer at all. If you discover what we consider a real bug, we are likely to fix it in any case. But if you pay for support we will notify you about the fix status instead of just fixing it in a later release.
More comprehensive support is sold separately.
Descriptions of what each level of support includes are given in 3.6 Types de support commercial . Costs for the various types of commercial support are shown below. You may upgrade from any lower level of support to a higher level of support for the difference between the prices of the two support levels.