The support site is similar to a forum but secure.
You post a ticket with your account info and problem.
When the techs look at your post, they can reply
and then when you go back to look at your ticket,
you will see their post with their answer or solution below yours.
they will close the ticket automatically when they leave your ticket,
and you can go back and add more info if you still need help.
You will get an e-mail as soon as you submit the ticket and when it is resolved.
Be sure to use an e-mail not on your site, I use my ISP e-mail.
The support desk if for indivdual account problems
for general problems you can post here.
If you need more info, please ask