Thanks for your response.
So as I understand it in order for you to take a look at an issue with YOUR software I have to pay a minimum of $399?
What if the issue turns out to be a bug in the product or has been caused by non user error, do I get a refund on the monies I have to pay in order for you to even have a look at the problem?
I would appreciate it if you can let me know as this problem is preventing all use of the Sitefinity software.