I was surely not the easiest customer, had bought the product more than 2 years ago and never used it till a month ago. In minutes after my request they restored my account and checked my license, so I was able to download the newest version and start immediately to work.
Then I had a issue with the implementation from the API, I did wrote a ticket, provided logindetails and I got solved my problem without any problems or backquestions. They explained me what caused the issue and how I could avoid it in the future.
Next, I played around with another non standard template, and came to the point where I thought to dig deeper into the code, deleting, modifiying, try and error. Again I wrote a ticket, even my template was not considered as supported, and they looked deeper in it and explained me again what and why is working or not, and helped me to focus on my real work. Even they would explore my templateissue maybe sometime in the future and come back to me.
I must say: Thats the highest professional and best and friendly support what you can ever imagine. I am 15 years in the webbusiness and had a lot of support. But these guys are outstanding.