Support

Hello Patrick,

No, support via email is not included in any subscription level as written in the support policy section of the Terms of Service:

We only provide support to our subscribers through our site's Support section. We will not provide support by any other means including, but not limited to, email, regular mail, telephone, Twitter, Facebook, Skype and so on. If you wish to receive support without using our site's Support section or demand that you be given a full discount in violation of our refund policy we reserve the right to request to be paid according to our regular consultancy rates. Our regular consultancy rates are 100 Euros per hour (plus VAT, where applicable), minimum charge one hour. In case of on-premises support a specific arrangement has to made.

You can, however, file private support tickets which are only visible to you and the support staff. This is already included in your subscription and comes at no additional cost. When filing a new ticket you will see that by default "Public" is selected. Click on it and change it to "Private". This method is more secure than plain email (the information is always encrypted in transit due to us using HTTPS, unlike regular email) and more structured (there is a rigid thread history we can look up, something regular email doesn't provide efficiently or at all).

Aaaaaah! Now your question makes more sense to me :D

Yes, you can. You can enable the reply by email option and the only managers option in the component's options page. That was the idea behind these two features :)