@kettch:Same as above. You can always ask first. If they determine your support request is out of scope they'll tell you can quote you the charges.

That said in my experience they do take much care whether it's production problem or not. Just bear in mind that you can'r "rush" them to say your case is urgent, as "urgent" is what a upper tier support is designed for.

The last time I called for their support incident, with about 6-7 "back and forward" and the need for me to gather more data, it required about a week to end the case.