Support includes documentations and help to set up your site exactly like the live demos.
No Customization and Third Party Plugins
There are endless plugins out there. If I support one, I have to support all. Unfortunately, that’s impossible even with a large support team. The same goes for customizations. However, if I can point you in the right direction so you can do it yourself then I will.
No Support via Email
Email is very difficult to manage. For one, there’s no way to check on the progress of support requests. Secondly, beside exclusive themes, DevPress releases free themes to give back to the community. An unfortunate side effect is many WordPress users want free support via email as well. Some go as far as insulting and demanding free support.
Support is very time consuming, therefore is for members only. It’s unlike one extra download. One extra support ticket could be another 15 to 30 minutes. Answering 10 free requests via email might take the whole day.