We're happy to provide support to our direct hosting customers.
However, if you're a reseller, 20i cannot directly provide support to your customers. We value the specialist support that we provide to our clients: our response rates are the best in the industry. So at least at this stage, we can't risk devaluing one of our most important features by providing support to everyone.
If your customer requires support, they need to speak directly to you, the reseller. From here you can communicate issues your customers are having to us.
We're happy to provide support this way.